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A Renewed Aspect

TMCnet Feature

April 22, 2014

A Renewed Aspect

By Paula Bernier
Executive Editor, TMC

About a year and a half ago I spoke with Stewart Bloom, who at the time was Aspect (News - Alert) Software’s new CEO. He talked about how the global provider of customer contact and workforce optimization solutions was reinventing itself to be more innovative and software-centric, so I wrote a story based on that interview titled, “A New Aspect.”

Today Bloom provided an update on how and what the company has been doing in the past 16 or so months – thus, the headline above.

Like so many other tech companies out there, Aspect’s story centers around its transformation from an on-premises solutions provider to a company that now also delivers cloud-based SaaS (News - Alert) solutions. But that’s just the opening chapter of the new Aspect story. What comes next is the really gripping stuff.

That includes a giant win last year with Southwest Airlines, which tapped Aspect to provide it with a full suite of cloud-based customer contact and workforce optimization solutions.

“This implementation is a huge, but necessary, undertaking as part of our ultimate goal of offering a best-in-class customer experience both from an airline operations and contact center perspective,” Teresa Laraba, senior vice president for customers at Southwest Airlines, said at the time the deal was announced last August.

Aspect also recently signed on a global bank, for which it will take over the management of its own equipment from another outsourcer, to the tune of $12 million. Aspect has at least two more managed services deals in the pipeline.

The company’s acquisitions and organic growth have allowed it to generate $110 million in revenues for SaaS-based contact center, self-service, and social media offerings, says Bloom, adding no other company in this space can touch that kind of revenue for such solution sets.

“It’s impressive we think, and we’re just getting started,” says Bloom, adding that the company last year saw its biggest growth in workforce management that it’s had in four years.

The acquisitions referred to above include Aspect’s move to buy Voxeo (News - Alert).

Voxeo offered a cloud-based self-service platform, had a strong collection of partnerships, and provided Aspect with a robust platform on which to support all its other SaaS services. The deal, which closed last summer, added $50 million in annualized revenue to Aspect.

Analyst Aphrodite Brinsmead of Ovum (News - Alert) recently said “the decision to acquire Voxeo in July 2013 and take on some of its business practices means that the company is now better poised to respond to enterprises’ demands for multichannel capabilities, analytics, and flexibility in deployment options.”

Partnering is also an important tenet to the new Aspect strategy, Bloom says, explaining that not every product the company brings to market needs to be conceptualized and designed internally. For example, just last month Aspect announced a strategic alliance with LiveVox (News - Alert), for which Aspect is now LiveVox’s exclusive go-to-market partner. As a result, the company is now offering the solution under the name Aspect BPO Cloud, powered by LiveVox.

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