Aspect Software announced that Ventana Research, the leading benchmark research and business technology advisory services firm, named Aspect as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. Aspect ranked second overall and was among the top three vendors in four of the report’s seven categories.

The company ranked number one in total cost of ownership (TCO)/Return on Investment (ROI).

“Aspect’s high rating in TCO/ROI was earned because it provides useful information and services to help organisations realise the full potential of the product,” said Mark Smith, Ventana CEO & Chief Research Officer. “The company’s new offering, Aspect Via® has been designed to deliver a quality user experience which contributes to its High Usability rating.”

The Ventana Research benchmark found that to deliver a seamless and consistent customer experience, organisations must integrate channels of communication, share all available information among the employees and systems handling interactions, apply the same rules in all of them and maintain context as customers move from channel to channel.

The most frequently cited benefits of cloud-based contact centre systems according to Ventana are cost savings, a reduced need for in-house resources and better financial visibility and control. Aspect Via brings together customer engagement capabilities natively in the cloud with a unified persona-based user experience/user interface. Instead of having separate servers, user interfaces and reporting, Aspect Via brings all this together with common monitoring and administration. Customers experience time to value more quickly and realise a greater return on their investment (ROI) because the challenges and complexity of integrating different systems and different products have been eliminated so capabilities interact seamlessly in the cloud. This also results in a reduced need for in-house resources and better financial visibility and control.