Aspect Software receives award from Frost & Sullivan
Aspect Software has been recognised with the 2008 Product Line Strategy Award from Frost & Sullivan, for its leadership in the Inbound Contact Centre Routing Market.
Frost & Sullivan is recognising Aspect with this award for thought leadership by a vendor in helping companies understand the benefits of unified communications when combined with customer interactions by launching a far-reaching and highly innovative Unified Communications for the Contact Center strategy. By combining its Aspect Unified IP solution with unified communications applications from Microsoft, it is providing enterprises with the tools necessary to enhance customer experiences, keep costs in check and to help generate additional revenues.
“It is becoming more evident that unified communications is going to help drive the need for unified contact centre solutions. The completeness of Aspect Unified IP, in terms of the sheer volume of capabilities available on a single software platform, is what will allow organisations to leverage all of the functionality that a sound unified communications strategy will demand,” explains Frost & Sullivan senior analyst Keith Dawson. “Essentially, a unified solution will make it easier for organisations to streamline their customer-facing business processes and extend them logically beyond the traditional boundaries of the contact centre into the enterprise.”
The Frost & Sullivan Award for Product Line Strategy Leadership is presented each year to a company that has demonstrated the most insight into customer needs and product demands. The recipient company has optimised its product line by leveraging products with the various price, performance and feature points required by the market.
Specifically, the award recognises Aspect Software for excelling in its ability to:
- Introduce new products strategically positioned to balance the product line
- Accommodate different market segments
- Enhance its product offerings through optimisation of service, delivery, financing and other value-added services
- Successfully manage strategic technology or marketing acquisitions and alliances.
“With its latest game-changing deal [with Microsoft] and product line strategy, Aspect may have even topped its mega-merger for sheer impact,” continues Frost & Sullivan’s Dawson. “Clearly looking to take a leadership role in helping companies understand the benefits of unified communications in customer interactions organisations, the company launched a far-reaching and highly innovative Unified Communications for the Contact Center strategy. And while the contact centre market has experienced several bumps over the past five years, Aspect Software has always been a company clearly unafraid of upsetting the status quo in that market.”
“This is a powerful endorsement of the Aspect Software strategy and recognition that our unified approach is the way that contact centres and organisations can provide a customer experience that truly exceeds consumer demands,” said Mike Sheridan, senior vice president of strategy and marketing, Aspect Software. “This recognition also helps reinforce our belief that the contact centre must be a key element in every organisation’s unified communications strategy - that it supplies the applications, the best practices, and the processes to enable an exceptional customer experience, regardless of where that interaction is taking place within the organisation.”
