June 09, 2014
Pelorus Awards Game, Set, and Match to Aspect Once Again
By Mini Swamy
Getting to the top is difficult but remaining there requires an extraordinary amount of hard work and the tenacity to not let go. Just as it did in the three previous years, Aspect (News - Alert) Software has once again stolen the limelight in the global workforce management vendor space in 2014 too, speaking volumes of its ability to consistently remain at the top.
"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," said Spence Mallder (News - Alert), senior vice president, general manager of workforce optimization at Aspect.
Pelorus Associates, which has been evaluating the contact center workforce management market since 2006, has reportedly ranked Aspect Software number one in global market share based on aggregate sales of software licenses and professional services.
This is perhaps not surprising given that Aspect owns 26.7 percent of the global workforce management market, and also leads the North American market with a 32.8 percent share.
With contact centers becoming integral to customer experience, companies are looking for ways to provide a better user experience for their agents and also establish greater continuity between the front and back office. Aspect Software is there already.
Aspect Workforce Management can be extended beyond the contact center to manage enterprise experts and back office personnel so that the workforce is optimized.
As the global leader in workforce management, Aspect has always tried to ensure that the right agents with the right skills are present at the right place at the right time – not an easy thing to do at the best of times – for it means taking into account so many factors: skill levels, scheduling constraints, demand and labor constrictions and more. Its forecast models are pretty accurate and can track performance and provide agent productivity insights in real-time.
Also, its workforce management solution integrates seamlessly with the other recent versions of the Aspect’s workforce optimization suite, supports all popular browsers and adapts to multiple devices.
Lots of reasons why Aspect deserves to be at the top!
Nadal may have trounced Djokovik at Roland Garros to win his fifth successive French Open title, but Aspect with its reputation for superior customer care, track record of innovation and large global footprint, is well on the way there with four successive wins under its belt.