Date: 09/22/2016, Phoenix, Arizona
- Aspect has retained top spot in Global Workforce Management (WFM) rankings every year since 2006
- Recognized for market differentiators such as intuitive user interface, completeness of offering, integration with other WFO applications, multi-platform agent self-service
Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, announced today that Pelorus Associates, an independent market research and consulting company, has named Aspect the leading global workforce management vendor in its 2016 World Contact Center Workforce Management Systems Market report. According to the report, Aspect has the largest share with 25.9 percent of the global workforce management market. Over the past ten years when Pelorus conducted these studies Aspect has consistently ranked number one in market share.
“Aspect can trace its history to the very dawn of the modern contact center. The company can lay a legitimate claim to producing the first commercially successful automated workforce scheduling, interactive voice response, and predictive dialing systems,” said Dick Bucci, Founder and Chief Analyst, Pelorus Associates. “None of their leading competitors can offer a WFO suite as robust and complete as Aspect’s in addition to providing the most complete contact center portfolio in the industry.”
Aspect has retained its market share leadership due to the company’s ongoing technological innovation and success of its cloud offerings which have made solution acquisition and deployment easier for its customers. Pelorus also highlighted the fact that Aspect has a large and loyal install base that produces a steady stream of service and licensing revenue.
Pelorus Associates has produced comprehensive biannual reports on the contact center workforce management market since 2006 and Aspect has consistently ranked number one in global market share in every reporting year.
The success of Aspect’s market leadership can be in part traced back to the introduction of a unified suite approach to WFO with the release of Aspect EQ™ Workforce Management™ a year and a half ago. The solution integrates seamlessly with the other recent versions of the Aspect EQ Workforce Optimization Suite. Agents are provided with a single, graphical user interface for all components of the Aspect WFO suite, which sports a modern, uniform look and feel, similar to the latest interfaces being used by Apple iOS, Google Android and Microsoft Windows.
“Aspect’s ranking as the market share leader in global WFM solutions provides solid evidence of its commitment to creating intuitive solutions emphasizing employee engagement that completely integrate with the customer service enterprise,” says Mike Bourke, Senior Vice President, General Manager of Workforce Optimization, Aspect. “Companies are rapidly looking to shift from siloed contact center products to comprehensive, all-cloud customer engagement centers, seamlessly managed through single, central administration.”
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native contact center interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.
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