Aspect, a provider of customer contact and Microsoft platform solutions, has received the Market Share Leadership Award for the highest ranking in the North American Outbound Dialer systems market by Frost & Sullivan.
Keith Dawson, principal analyst at Frost & Sullivan (News - Alert), noted that the outbound dialer market has transformed throughout the past couple of years and continues to evolve.
With specific functionality like proactive contact becoming top of mind for many organizations, companies have recognized that today’s consumers expect to be reached out to and in a way that accommodates them, Dawson said.
“Aspect (News - Alert) continues to step up to the plate and demonstrate their ability to provide an outbound solution that sets the standard in the marketplace,” Dawson said.
According to industry reports, companies need to proactively and intelligently reach out to customers. Thus, they require a richer set of tools to govern those processes.
As they realize that outbound is more than just campaign and list management, the companies are increasingly moving towards applications that manage customer preferences, compliance and other analytic aspects of the customer relationship.
Company officials said that these organizations are increasingly looking for a single unified platform with integrated outbound and inbound capabilities. A unified solution is able to increase productivity and engage the customer across multiple communication channels.
“We are honored to have been recognized by Frost and are confident that our strong roadmap will continue to deliver against market and customer expectations for outbound collections and proactive contact capabilities which are of increasing importance with most, if not all, companies today,” said Serge Hyppolite, vice president of product management at Aspect.
Aspect builds customer relationships through a combination of customer contact software and Microsoft (News - Alert) platform services/solutions. The company is said to be one of the few companies that displayed growth in the outbound market in 2010.
Earlier in May, the company introduced the Aspect Contact 2011, a solution designed to deliver essential customer contact capabilities for SM contact centers, including HR, IT, travel or other help desks.
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Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Juliana Kenny