Phoenix, AZ, USA, Nov, 2018 -- Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, announced that Pelorus Associates, an independent consulting company specializing in the contact center space, has named Aspect Workforce Management the WFM market share leader in North America in its 2018 World Contact Center Workforce Management Systems Market report. Aspect’s share of 29.8 percent is the largest of the North America workforce management market.
"Aspect offers the most diverse set of solutions in the contact center industry and maintains one of the largest and most comprehensive service and support organizations of any vendor," said Dick Bucci, Founder and Chief Analyst, Pelorus Associates. "Only Aspect has native solutions for virtually every core application required in the modern contact center. Aspect leaders recognized that by tightly integrating these applications into a complete suite, delivered within a flexible and economical architecture, they could bring to the marketplace products unmatched by other WFO vendors."
"From introducing the industry’s first workforce management solution in 1973 to developing an AI-driven intelligent assistant for workforce management, Aspect has consistently recognized key emerging technologies that would help our customers deliver truly exceptional workforce solutions. By engaging customers, employees and contractors, Aspect has been able to maintain our leadership position for so many years," said Mike Bourke, SVP, Product Management, Aspect Software. "Newly added features address how the gig economy is changing the way agents work and companies hire. By weaving the power of AI throughout the management of our workforce solutions, Aspect will continue to help our customers address the challenges they will face as the market evolves."
Posted by Veronica Silva Cusi, news correspondent
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
About Pelorus Associates:
The company's primary focus is on the contact center and public safety communications sectors.
Published: Monday, November 19, 2018
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