Frost & Sullivan Lauds Aspect Software’s Leadership in the Workforce Management Market

Aspect’s deep understanding of the contact center makes it a formidable ally for any new or expanding center that is seeking robust and tested technology. Significantly, more than half of Aspect eWorkforce Management installations are on non-Aspect automatic call distributors (ACDs) and dialers.

“In the face of fierce competition, Aspect has been steadily increasing its product value by working on integrations,” says Frost & Sullivan Research Analyst Keith Dawson. “The company has focused its integration efforts on the administration and reporting mechanisms across different product layers.”

The company has also enhanced the value of its performance optimization offering by signing symbiotic partnerships that boost its impact. For instance, early in 2007, Aspect began offering performance management software that incorporates an OEM version of the Merced performance suite.

“Aspect has also added a CallMiner speech analytics application to the product mix,” remarks Dawson. “These arrangements help drive the value of the WFM software as the gateway to more sophisticated operations.”

Although the company primarily sells to centers with more than 400 seats, it is a viable solution for small to medium-sized contact centers as well. Aspect has successfully introduced PerformanceEdge in centers in the 50-250 seat range and it has bundled multiple optimization components into vertically targeted offerings for the financial services, collections, and telemarketing environments.

“The core workforce management tool offered by Aspect remains the most widely used scheduling and forecasting software in the contact center industry,” notes Dawson. “The company has succeeded in expanding its functions to the point where the boundaries between core WFM and advanced operations are rapidly blurring.”

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