PerformanceEdge From Aspect Software Leads Contact Center Performance Management

Performance management is the process of systematically using data for business improvement by integrating data from disparate sources, distributing highly personalized information to every employee in the operation, empowering individuals to make better fact-based decisions and then taking action to drive results. According to DMG1, these solutions are "intended to deliver actionable recommendations that help enterprises improve the customer experience, increase sales, improve productivity, reduce costs and agent attrition, as well as enhance the perception of the contact center within the enterprise."

"Aspect received a high score of 4.67 out of 5.0 in the ‘Overall Vendor Satisfaction’ category, tying with another company for best overall performance in the developing contact center performance management market. The ‘overall’ category evaluates all aspects of the relationship between customers and the vendor," said Donna Fluss, president of DMG Consulting LLC. "The contact center performance management market grew at a rate of 79 percent from 2006 to 2007. We expect the demand for these applications to be even higher in 2008 as contact centers continue to experience concrete results, including improved agent productivity, lower costs and an enhanced customer experience."

The report reviewed the three core performance management solutions from Aspect:
• The performance management capability of PerformanceEdge
• The workforce management capability of PerformanceEdge
• Unified Command and Control

"Performance management is still an emerging market in contact centers, and more of our customers are starting to adopt these solutions and see dramatic results, such as improved productivity and enhanced customer interactions," said Robert Kelly, vice president, PerformanceEdge Group. "As more companies see the value in systematically using data for business process improvement, we will continue leading the market by developing performance management solutions that consolidate and synchronize contact center data and deliver improved business results. With this report, DMG Consulting validates that our performance management offerings are providing the capabilities our customers need to make better fact-based decisions and drive results in the contact center."

"In addition, companies using performance management coupled with a synchronized suite of performance optimization applications are finding even greater results," Kelly added. "Performance management can dynamically interoperate with coaching and eLearning, workforce management, campaign management and quality management solutions to transform metrics and data into improved forecasts, schedules, analyzed calls, alerts and trend analysis information."

1DMG Consulting LLC. "2008 Contact Center Performance Management Report", April 2008.