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David Sims - TMCnet CRM Alert Columnist[February 21, 2005]

Know Thy Keynoters: Gary Barnett of Aspect Communications

By David Sims, TMCnet CRM Alert Columnist

On Thursday at ITEXPO Aspect Communications' President and CEO Gary Barnett will be speaking at 9:30 in the morning.

As founding engineer at Aspect, Gary Barnett played a key role in the development of the company’s first automatic call distributor, a landmark technology for customer service and the telecommunications industry. He’s an expert in all areas of contact center technologies, including VoIP, multichannel contact routing, workforce management, computer-telephony integration, and self-service technologies.

Before Aspect, Barnett was also a founding engineer at Octel Communications, where he helped develop Octel’s first voice-messaging system and did early work in unified messaging. In 1987 he became a founder of Prospect Software, a company working on computer-telephony integration in the early 1990s.

He returned to Aspect in 1996 when the company acquired Prospect. He worked as Aspect’s executive vice president of products and chief technology officer until August 2003 when he was named Aspect’s interim president and CEO. A year ago he was named the official president and CEO.

“My ties with Aspect are strong and reach back to the founding of the company,” Barnett said upon his promotion. “I intend to strengthen Aspect’s position through a steady, focused multi-pronged approach. We’ll continue to concentrate on our customer base and help move it into the new era of unified customer-care solutions.”

Barnett said his objectives include strengthening alliances to increase Aspect’s reach and ensuring that “our technology is standards-based for optimal flexibility. We’ll continue to refine our operations and become more efficient in ways that also enhance customer satisfaction.”

On January 27 Aspect reported fiscal year ending December 31, 2004 revenues totaling $370.4 million, compared to $363.8 million for fiscal year 2003. Product revenue in 2004 was $122.5 million compared to $114.4 million in fiscal year 2003. Services revenue in 2004 was $247.9 million compared to $249.4 million in fiscal year 2003.

Net income attributable to common shareholders for the full fiscal year 2004 was $52.4 million, or a profit of $0.65 per share. This compares with a net income attributable to common shareholders of $29.0 million or a profit of $0.39 per share on a fully diluted basis, for the 2003 fiscal year.

For 2004, gross margin was 60%, compared to 57%, for 2003. Operating expenses totaled $154.4 million in 2004, compared to operating expenses of $159.6 million in 2003.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

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