Date: 3/12/2013, Chelmsford, Massachusetts
- Recognized for innovation of Aspect’s Unified IP IVR and Aspect Workforce Optimization
- Moves from “One to Watch” in 2012 to “Leader” in 2013 in IVR and Workforce Optimization categories
- Management changes add to the strength of the company direction and return Aspect to the leaderboard
Aspect was selected as a Service Leader based on meeting the judges’ criteria in key categories including reputation for customer satisfaction, depth of product functionality or services, company direction, revenue, revenue growth, market share and customer wins.
“With the new management changes and the integration of social media, Aspect is positioned well for 2013,” said David Myron, Editorial Director at CRMmagazine. “The company posted better-than-average scores in depth of functionality and customer satisfaction in both the IVR and Workforce Optimization categories. We look forward to big things from Aspect this year.”
“Today's consumers own the customer-company conversation by deciding when, where and how they communicate and this change is moving the contact center into an increasingly important role for delivering an experience that meets their elevated expectations,” says Jim Freeze, SVP and Chief Marketing Officer for Aspect. “We believe that CRM magazine's 2013 CRM Service Leader award is industry validation that Aspect is delivering on its vision of providing a unified interaction management, workforce optimization and back-office solution to seamlessly orchestrate people, processes and touch points for today’s top brands to provide an exceptional experience.”
According to the results analysis, Aspect’s depth of IVR
functionality, customer satisfaction, emphasis on social media integration and work-from-home agent solutions moved Aspect into a Leader position in the category. In the workforce optimization category, Aspect was set apart due to the strength of the company direction, an increase in R&D spending for WFO solutions and a realignment of its product development processes. In addition, judges were impressed with version 7.5 of Aspect Workforce Management including the streamlined interfaces and the added capabilities for managing remote workers as well as a strengthened partnership with Microsoft.