Based on its recent analysis of the outbound dialer systems market, Frost & Sullivan recognizes Aspect Software, Inc. (Aspect) with the 2012 North American Frost & Sullivan Award for Market Share Leadership. A trail blazer in terms of proactive customer engagement, Aspect saw gains in a declining outbound dialer market. The company not only seized the top market position in 2010 from Avaya but increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
"Aspect continues to make admirable headway in a tough market, edging out established premise-based rivals as well as vendors providing hosted offerings," noted Frost & Sullivan Research Analyst Nancy Jamison.. "In addition to bolstering its presence in the more traditional outbound debt collection vertical, the company developed targeted solution packages to make it easier to deploy the more complex and multifaceted outbound applications in new verticals."
Aspect's strength lies in blending integrated inbound and outbound solutions with other functions, as well as with unified communications (UC). Since its outbound dialer is fully integrated within its unified IP contact center platform, Aspect's solution has the ability to coordinate multimedia, proactive, and reactive blended campaigns that encompass dialing functions and broader enterprise applications. This flexibility allows Aspect to leverage the wealth of its experience in more traditional outbound vertical markets, such as Accounts Receivable Market (ARM), and apply those design principals to packaged solutions in less traditional outbound verticals including travel, healthcare, pharmaceuticals and retail. As a result, Aspect has a distinct advantage in an economy where companies are holding back on capital equipment purchases.
"One of the key factors in the outbound dialer market's decline is smaller and delayed budgets, as companies focus on how to do more with less. Even one area benefitting from this dynamic collections faces increased government oversight and regulation," explained Jamison. "Customers are, therefore, looking to vendors for flexible solutions that align with new rules based on government regulations on how and when consumers should be contacted. Aspect's targeted solutions for collections, such as Unified Outreach and Streamlined Collections, make it an attractive option. Designed to automate early-stage collections, these applications provide more effective delinquent account targeting."
Thus, bringing a broader set of enterprise solutions to bear has been the crucial factor in Aspect's growth. Although the Aspect dialer can be sold as a standalone capability, the company has leverage UC and collaboration components such as the use of Microsoft's Lync platform to strongly enhance the functions of its dialing applications.
For instance, UC tools such as IM and presence enable agents to get answers for customers more quickly, once they become part of the call. Similarly, collaboration applications enable agents and supervisors to work more effectively at helping customers, and presence technology enables the agents to tap into "expert agents", who are subject matter experts not part of the contact center. This integration of functionality has enabled Aspect to position its contact center solutions as integral to a broader enterprise solution strategy.
In recognition of these factors that have made it the market share leader, Aspect is the worthy recipient of the 2012 North American Frost & Sullivan Award for Market Share Leadership in the outbound dialer systems market. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in capturing the highest market share within its industry. The award recognizes the company's leadership position within the industry in terms of revenues.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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