Aspect Rated Most Trusted Workforce Optimization Technology Provider

"Aspect continues to demonstrate leadership and strong mindshare in the contact center industry and the workforce optimization space, and it is evident in the results from our study," said Daniel Hong, Lead Analyst, Customer Interaction Technologies at Datamonitor. "Aspect provides a well rounded workforce optimization solution stack and companies are beginning to recognize the benefits of a complete workforce optimization solution."

The respondents indicated that, when looking for advanced contact center application vendors, their top priority is an ‘all-in-one’ contact center solution. A strong combination of technology and service and flexible pricing models were also key considerations. The report also found that companies were looking for one vendor to provide their contact center technology and services for easier software management and more economically viable solutions.

"As Datamonitor has found in the survey, there is increased interest in workforce optimization applications like PerformanceEdge™. Much of this is being driven by economic factors, as well as regulatory and customer satisfaction issues," said Bob Kelly, vice president of the PerformanceEdge Group at Aspect. "For example, workforce management clearly speaks to a need to improve workforce efficiency and more effectively manage the limited resources organizations have available. And, an analytics application is quickly becoming a ‘must have’ application to better understand customer and agent relationships, to increase customer retention and loyalty, as well as to ensure compliance. This survey underscores that Aspect understands its customers’ needs by delivering the critical solutions they require to achieve their strategic objectives. Perhaps most importantly, they view Aspect as a trusted partner."