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Aspect Wins Contact Center Award from PilotHouse

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Aspect Wins Contact Center Award from PilotHouse

November 04, 2009
By David Sims
TMCnet Contributing Editor
Chelmsford, Massachusetts-based Aspect, a unified communications products vendor, has won the 2009 PilotHouse IP Contact Center Award based on a customer survey report from Nemertes Research. 

Companies responding to the survey "praised Aspect's (News - Alert) customer service as the highest in the call center industry," research officials said.
"More than 1,300 individuals participated in the survey," according to Nemertes officials, who said Aspect garnered a 4.48 overall score on a five-point scale, bettering whoever was in second place in the IP contact center market by more a half-point. 
Katherine Trost, research analyst, Nemertes Research, said the results can be seen to "validate the company's unified communications strategy and direction. More than half of the IT practitioners we work with plan to bring unified communications capabilities into their call center operations."
Customer comments in the report singled out Aspect's unified communications vision as noteworthy, Nemertes officials said, adding that the company's product integrations with Microsoft (News - Alert) Office Communications Server and Aspect's UC services practice also impressed users. 

Jim Foy, president and chief executive officer, Aspect, said "from virtualization capabilities, to unified communications tools, to system integration services, our customers' feedback is evaluated and incorporated into our product road map and corporate strategy."

In September TMCreported that Aspect's "global unified communications implementation" was completed.

The last step in the process was the successful deployment of Microsoft Office Communications Server 2007 R2 to support the company’s Asia Pacific regional headquarters in Singapore.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi
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