Chelmsford, Mass. - May 15, 2008 - The PerformanceEdge Group of Aspect Software, a global company solely focused on Unified Communications for the Contact Center, today announced it has the highest customer satisfaction rating for contact center performance management solutions in the 2008 Contact Center Performance Management Report from DMG Consulting LLC, a market research firm focused on contact centers and real-time analytics. Customers surveyed in the report gave Aspect Software an overall vendor satisfaction rating of 4.67 on a five-point scale. In addition, based on contact center seats, Aspect holds a significant share of the performance management market at 16 percent.

"Aspect received a high score of 4.67 out of 5.0 in the ‘Overall Vendor Satisfaction’ category, tying with another company for best overall performance in the developing contact center performance management market. The ‘overall’ category evaluates all aspects of the relationship between customers and the vendor," said Donna Fluss, president of DMG Consulting LLC. "The contact center performance management market grew at a rate of 79 percent from 2006 to 2007. We expect the demand for these applications to be even higher in 2008 as contact centers continue to experience concrete results, including improved agent productivity, lower costs and an enhanced customer experience."

The report reviewed the three core performance management solutions from Aspect:
• The performance management capability of PerformanceEdge
• The workforce management capability of PerformanceEdge
• Unified Command and Control

"Performance management is still an emerging market in contact centers, and more of our customers are starting to adopt these solutions and see dramatic results, such as improved productivity and enhanced customer interactions," said Robert Kelly, vice president, PerformanceEdge Group. "As more companies see the value in systematically using data for business process improvement, we will continue leading the market by developing performance management solutions that consolidate and synchronize contact center data and deliver improved business results. With this report, DMG Consulting validates that our performance management offerings are providing the capabilities our customers need to make better fact-based decisions and drive results in the contact center."

"In addition, companies using performance management coupled with a synchronized suite of performance optimization applications are finding even greater results," Kelly added. "Performance management can dynamically interoperate with coaching and eLearning, workforce management, campaign management and quality management solutions to transform metrics and data into improved forecasts, schedules, analyzed calls, alerts and trend analysis information."

1DMG Consulting LLC. "2008 Contact Center Performance Management Report", April 2008.

About Aspect Software:

Aspect Software Inc. is a global company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions help two-thirds of the FORTUNE Global 100 and a variety of small and medium enterprises to communications-enable their customer service, collections and sales & telemarketing business processes.

Date and Time Posted: Thursday, May 15, 2008 11:09 AM

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