Aspect, a provider of customer contact and Microsoft
platform solutions, announced it received the top rating for Overall Vendor
Satisfaction, Product, and Innovation in a comprehensive customer survey of
leading global workforce management (WFM) vendors evaluated in an industry
report conducted by DMG Consulting.
Aspect received the highest score by its
clients in five of the nine categories and was tied with other vendors for top
score in 3 other categories.
Based on a market activity analysis of installed seats in
2010 included in the report, DMG Consulting positions Aspect as a leader in the
WFM market with an estimated market share of 22.2 percent.
“2010 was an exciting year in the contact center WFM
technology sector and 2011 is expected to be even better,” said Donna
Fluss, consulting president, DMG.
“With more contact centers deploying true
multi-channel solutions and enterprises focusing their attention on back office
staff optimization, the need for flexible WFM solutions is greater than ever.
DMG expects to see continued market innovation and product enhancements to meet
increasingly complex needs of enterprises,” Fluss added.
DMG Consulting reports
that the contact center WFM sector continued to grow in 2010; the number of
customers using WFM solutions increased by 21.5 percent from the prior year.
The growth is attributed in part to strong ROI and the inherent benefits of
using WFM to reduce companies’ agent-related expenses.
“A continuous focus on customers is a critical
component of a true market leader and is a key attribute exemplified by
Aspect,” said Jim Foy, president and chief executive officer of Aspect.
“Achieving the highest overall client satisfaction
ranking and best ranking in five of nine categories in the DMG Consulting WFM
Report speaks to Aspect’s commitment to deliver solutions that exceed customer
expectations on every level. Aspect is honored to receive this recognition of
our market and customer leadership,” Foy added.
By Telecomlead.com Team