Aspect Software Awarded 2017 Saddletree Kachina Award for Achievement in Emerging Customer Service Solutions

Date: 12/12/2017, Phoenix, Arizona

  • The Saddletree Research Kachina Award recognizes outstanding innovation and market leadership in customer engagement
  • Kachina Award entries are judged by a panel of distinguished contact center industry experts

Aspect Software, a leading provider of native customer engagement, workforce management, and self-service solutions, today announced that Saddletree Research, a leading contact center market research, business intelligence and consulting services company, awarded a Saddletree Kachina Award for Achievement in Emerging Customer Service Solutions recognizing Aspect’s Interactive Text Response (ITR). The Kachina Awards recognize outstanding innovation and market leadership within the North American contact center industry.

“The convenience and interaction simplicity of text - versus a phone call to an IVR or agent - is why the channel is the preferred option for the busy, multi-tasking lifestyles of many consumers today,” said Tobias Goebel, Senior Director of Emerging Technologies, Aspect Software. “We are honored to be recognized by Saddletree Research for our work on ITR. We believe that self-service automation and other uses of A.I. will soon be an integrated part of every enterprise’s customer service and contact center strategy, and being recognized for Aspect’s innovation in this area validates our vision.”

Aspect’s ITR solutions, built on the customer experience platform Aspect® CXP with support for Natural Language Understanding (NLU), evolves typical one-way text reminders and notifications to customers into two-way interactive conversations that can even be initiated by the customers themselves. Unlike other standalone chatbot tools, Aspect’s ITR integrates easily with existing contact centers, IVRs, and enterprise CRMs to deliver a modern, engaging, and true omni-channel customer service experience. Aspect Software’s Interactive Text Response solution empowers customers to do much more, at a fraction of the cost of agent-assisted service.

“Aspect Software continues to differentiate themselves as a leader within the contact center industry, as well as a true innovator in A.I. applications within the customer engagement arena. Last year we recognized them for Aspect® Mila, an intelligent, self-service assistant for contact centers agents and this year we are pleased to be recognizing them for their achievements with ITR,” said Paul Stockford, Chief Analyst of Saddletree Research. “Forward-thinking organizations looking to keep pace with rapidly changing consumer engagement expectations should consider Aspect’s cutting-edge customer engagement technology as a part of their engagement strategy.”

The Saddletree Research Kachina Awards recognize outstanding innovation and market leadership in each solutions category as determined by a panel of independent contact center industry experts and customer service professionals.

About Saddletree Research

Founded in Scottsdale, AZ, in 1999, Saddletree Research is a veteran-owned business that provides market research and business intelligence in the North American contact center market with a sharp focus on emerging market segments as well as those with high growth potential. Saddletree Research activities are led by Founder and Chief Analyst Paul Stockford, who has spent the last 27 years publishing original research covering the contact center industry. For more information visit

About Aspect

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 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 a 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

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For more information, please contact:
Michael Harris, Aspect Software CMO
Tel: 602-586-5810