Aspect Software used the substantial installed base of its switches and workforce management solutions as a platform for launching its APO tool suite, PerformanceEdge™, a synchronized performance optimization suite uniting its award-winning workforce management offering, Aspect® eWorkforce Management™, with quality management and performance management capabilities.
Aspect’s deep understanding of the contact center makes it a formidable ally for any new or expanding center that is seeking robust and tested technology. Significantly, more than half of Aspect eWorkforce Management installations are on non-Aspect automatic call distributors (ACDs) and dialers.
“In the face of fierce competition, Aspect has been steadily increasing its product value by working on integrations,” says Frost & Sullivan Research Analyst Keith Dawson. “The company has focused its integration efforts on the administration and reporting mechanisms across different product layers.”
The company has also enhanced the value of its performance optimization offering by signing symbiotic partnerships that boost its impact. For instance, early in 2007, Aspect began offering performance management software that incorporates an OEM version of the Merced performance suite.
“Aspect has also added a CallMiner speech analytics application to the product mix,” remarks Dawson. “These arrangements help drive the value of the WFM software as the gateway to more sophisticated operations.”
Although the company primarily sells to centers with more than 400 seats, it is a viable solution for small to medium-sized contact centers as well. Aspect has successfully introduced PerformanceEdge in centers in the 50-250 seat range and it has bundled multiple optimization components into vertically targeted offerings for the financial services, collections, and telemarketing environments.
“The core workforce management tool offered by Aspect remains the most widely used scheduling and forecasting software in the contact center industry,” notes Dawson. “The company has succeeded in expanding its functions to the point where the boundaries between core WFM and advanced operations are rapidly blurring.”
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PerformanceEdge™ (performanceedgesuite.com) combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.
About Aspect Software
Aspect Software, Inc. (aspect.com) founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry’s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company’s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific.
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