Aspect (News - Alert), a provider of customer contact solutions including predictive dialers, revealed that it is leading the North American Outbound Dialer Systems Market as per the findings from Frost & Sullivan (News - Alert).
According to Frost & Sullivan, Aspect has increased their share by 3.8 percent rising to 21.7 percent total share in a tough market, ahead of Avaya (News - Alert), who dropped to third place. Significantly, Aspect is one of the few companies that displayed growth in the outbound predictive dialer market in 2010.
Considering this growth, Frost & Sullivan has awarded the predictive dialer provider with the Market Share Leadership Award for the North American market.
According to Keith Dawson (News - Alert), principal analyst, Frost & Sullivan, the outbound predictive dialer market has transformed throughout the past couple of years and continues to evolve. "Aspect continues to step up to the plate and demonstrate their ability to provide an outbound solution that sets the standard in the marketplace," Dawson added.
To meet the customer demands, companies need to proactively and intelligently reach out to customers and therefore require a richer set of tools to govern those processes, so they are moving towards applications that manage customer preferences, compliance and other analytic aspects of the customer relationship.
Organizations today require a single unified platform with tightly integrated outbound and inbound capabilities. With a unified solution, they are able to increase productivity and engage the customer across multiple communication channels – ultimately enhancing the overall customer experience, Aspect officials said.
Serge Hyppolite, vice president of product management, Aspect, says the company’s long history of market leadership and customer success in the outbound dialer market has been achieved through a number of different factors.
“Not the least among them are our forward-thinking and innovative customers that are the source of our inspiration," Hyppolite added. "We are honored to have been recognized by Frost and are confident that our strong roadmap will continue to deliver against market and customer expectations for outbound collections and proactive contact capabilities which are of increasing importance with most, if not all, companies today."
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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein