PELORUS Group Names Aspect as the Leader in the Global Workforce Management Market

CHELMSFORD – Aspect, a unified communications (UC) solutions provider, today announced the company has been named the leading global workforce management vendor in the 2009 World Contact Center Workforce Management Systems Market report by The PELORUS Group, an independent market research and consulting company. Globally, Aspect owns 31.5 percent of the workforce management market, while leading the North American market with 36.8 percent share. 

“Companies are looking for ways to increase productivity and efficiency in a challenging economic climate. Aspect has remained the market leader in workforce management because of its proven success in helping organizations improve contact center performance with its leading scheduling and forecasting tools,” said Dick Bucci, senior consultant, The PELORUS Group. “In the coming years, we expect the workforce management market to grow, and Aspect can continue to pace the market with its full breadth of performance optimization capabilities including robust workforce management technology.” 

Aspect’s workforce management capabilities offer flexible forecasting, scheduling and tracking tools to enable companies to hire agents and optimize the allocation of inbound, outbound, and blended front and back-office staffing resources. Aspect offers workforce management functionality as one of the capabilities within its Productive Workforce™, Optimized Collections™ and Blended Interaction™ UC applications for the contact center. Aspect’s UC applications help companies target operational objectives with specific software capabilities. 

“Aspect is maintaining a leadership position in the global workforce management market due to our deep understanding of workforce optimization in the contact center and back-office processes,” said Brett Williams, director of product management, Aspect. “Companies can see even greater value by synchronizing workforce management capabilities with quality management and performance management, and Aspect can help them get there. We’re seeing more interest in these combined tools through our UC applications, and we expect to see more organizations taking advantage of these solutions to streamline their customer service, sales and collections business processes.”

About Unified Communications Applications for the Contact Center
UC applications for the contact center use software to target operational objectives with specific capabilities from the Aspect® Unified IP® and PerformanceEdge®platform products. The applications deliver inbound routing, outbound dialing, voice portal and Internet contact, workforce management, performance management, campaign optimization, quality management and eLearning capabilities to help organizations enhance customer service, collections and sales and telemarketing business processes.  Unified communications applications include Blended Interaction™, Seamless Customer Service™, Productive Workforce™, Streamlined Collections™, and Optimized Collections™.
 
About Aspect
Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center.  Applying 35 years of insight and experience, Aspect helps more than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.