Aspect Scores Highest in Workforce Management Market Report
March 06, 2012
By Chris Freeburn
, TMCnet Web Editor
Customer contact service and Microsoft platform service provider Aspect (News - Alert) announced that it has received the leading grade in DMG Consulting’s 2011 – 2012 Contact Centre Workforce Management Market Report. The report reviewed the performance of eight WFM vendors. Aspect received the best customer satisfaction scores in five categories. Aspect’s scores also tied for the best in three additional categories, including Overall Satisfaction. The company said it had received the leading grades in seven of 14 product satisfaction subcategories and tied for best in six.
Customers of the companies included in the survey were interviewed by DMG Consulting and questioned of their levels of satisfaction with the vendors and their products. Customers were also questioned about their levels of satisfaction with the vendors’ service, support, professional services, training and innovation and pricing.
“The DMG report illustrates Aspect’s commitment to bringing innovative, flexible and reliable workforce management solutions to the market,” said Serge Hyppolite, vice president of product management, Aspect, in a company statement. “As this report is compiled from detailed survey responses, it is clear that we are providing our customers with the functionality and performance that address the critical business challenges their contact centres face on a daily basis.”
Workforce management solutions offered by Aspect assist companies with focusing on customer service and support to provide enhanced customer experiences through software applications that optimize enterprise communications and collaborative platforms. Aspect notes that workforce management applications are integral components of Aspect’s workforce optimization solutions suite. The suite offers features that give users control and insight into all customer interactions. The suite also offers forecasting, scheduling and tracking tools to permit the more efficient allocation and productivity of inbound, outbound, and blended front and back-office personnel management. Additionally, workforce management functionality is contained in Aspect’s Productive Workforce Optimized Collections and Blended Interaction customer contact solutions. These solutions allow companies to meet operational objectives using customized software capabilities.
“Workforce management is a mission critical and often complex function for contact centres. It’s challenging to do it right, but the customer satisfaction results show Aspect’s commitment to its customers,” said Donna Fluss, DMG consulting president, in the statement.
Aspect was recently chosen by Golfbreaks.com, a European golf tour operator, to integrate customer relationship management (CRM) system, Web chat, voice calls and email into one streamlined customer contact system. Aspect noted that it would partner with Dell (News - Alert), to deploy its Unified IP v7 and workforce optimization applications at the Golfbreaks’ Windsor, United Kingdom-based contact center, integrated with Microsoft (News - Alert) Lync and Microsoft Dynamics CRM, supplied by Dell.
Edited by Carrie Schmelkin