CHELMSFORD, MA — (Marketwire) — 07/27/11 — Aspect, a leading provider of and , today announced it received the top rating for Overall Vendor Satisfaction, Product, and Innovation in a comprehensive customer survey of leading global workforce management (WFM) vendors evaluated in an industry report conducted by DMG Consulting LLC. The 343-page report, entitled the 2011-2012 Contact Center WFM Market Report, explores the WFM market, including trends and customer satisfaction rankings of the eight leading WFM solution providers across nine satisfaction categories: product, implementation, service and maintenance, training, professional services, innovation, communication, pricing and overall satisfaction. Aspect received the highest score by its clients in five of the nine categories and was tied with other vendors for top score in 3 other categories.
Based on a market activity analysis of installed seats in 2010 included in the report, DMG Consulting positions Aspect as a leader in the WFM market with an estimated market share of 22.2 percent.
“2010 was an exciting year in the contact center WFM technology sector and 2011 is expected to be even better,” said Donna Fluss, DMG Consulting President. “With more contact centers deploying true multi-channel solutions and enterprises focusing their attention on back office staff optimization, the need for flexible WFM solutions is greater than ever. DMG expects to see continued market innovation and product enhancements to meet increasingly complex needs of enterprises.”
“A continuous focus on customers is a critical component of a true market leader and is a key attribute exemplified by Aspect,” said Jim Foy, Aspect president and chief executive officer. “Achieving the highest overall client satisfaction ranking and best ranking in five of nine categories in the DMG Consulting WFM Report speaks to Aspect-s commitment to deliver solutions that exceed customer expectations on every level. Aspect is honored to receive this recognition of our market and customer leadership. It fuels us to continue innovating and empowering organizations with customer contact and workforce management solutions that successfully manage interactions across the contact center, the enterprise, social spaces, and partner networks,” continued Foy.
DMG Consulting reports that the contact center WFM sector continued to grow in 2010; the number of customers using WFM solutions increased by 21.5 percent from the prior year. The growth is attributed in part to strong ROI and the inherent benefits of using WFM to reduce companies- agent-related expenses.
The comprehensive 343-page report provides an in-depth analysis of all aspects of the contact center WFM market. It addresses market trends, challenges, best practices, return on investment (ROI), benefits, customer satisfaction, market innovation, vendors, products, functionality, technology, market share, adoption rates, projections and pricing. This Report presents and analyzes all aspects of the functional components of these highly valuable but complex solutions. It provides a detailed description of the core and optional WFM modules, how each benefits an organization, and the functional differentiators between the vendors- offerings. It also provides a detailed analysis of the expanding WFM competitive landscape, including market momentum, product opportunities and vendor positioning. The report is available from DMG Consulting on its web site at .
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform services/solutions. For more information, visit .
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Aspect and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
Anastasia Bullinger
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