PRESS RELEASE: Aspect Software announced that Pelorus Associates, an independent market research and consulting company, has named Aspect the leading global workforce management vendor in its 2014 World Contact Center Workforce Management Systems Market report. According to the report, Aspect owns 26.7 percent of the global workforce management market, and also leads the North American market with a 32.8 percent share. This is the fourth consecutive report in which Aspect has held the top spot in both rankings.
“Pelorus Associates has produced comprehensive biannual reports on the contact center workforce management market since 2006. In each of our studies Aspect has consistently ranked number one in global market share based on aggregate sales of software licenses and professional services. With its 40-year history in the industry Aspect was instrumental in creating the modern contact center,” said Dick Bucci, senior consultant, Pelorus Associates. “The companies that now comprise Aspect literally invented the automatic call distributor, predictive dialing, and automated workforce scheduling and forecasting. We believe that Aspect’s continued leadership in the workforce management space is due to its large global footprint, reputation for superior customer care, and track record of innovation.”
With a recently redesigned user interface, Aspect Workforce Management is an easy-to-use forecasting, planning, scheduling, employee self-service and real-time management tool that ensures every employee and supervisor is productive, engaged and delivering an exceptional customer experience. Aspect Workforce Management is part of the Aspect Workforce Optimization suite that includes quality management and performance management capabilities. In addition, the benefits of Aspect Workforce Management can be extended beyond the contact center to manage enterprise experts and back office personnel that can be blended with front office agents.
“Aspect’s ranking as the market share leader in global workforce management solutions provides solid proof of Aspect’s commitment to creating intuitive, value-driven solutions that completely integrate with customer service operations,” says Spence Mallder, Senior Vice President, General Manager of Workforce Optimization at Aspect. “As the contact center becomes a more integral part of the overall customer experience, enterprises are searching for ways to provide a better user experience for their agents and supervisors and create greater continuity between the front and back office. Aspect WFM, in collaboration with the WFO suite, lets companies do just that, regardless of whether it is deployed at our customers’ premises or in the Aspect cloud.”
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.