Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
February 11, 2013
By Rajani Baburajan
, TMCnet Contributor
Aspect (News - Alert) Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
According to Frost & Sullivan (News - Alert) Research Analyst Nancy Jamison, “In addition to bolstering its presence in the more traditional outbound debt collection vertical, the company developed targeted solution packages to make it easier to deploy the more complex and multifaceted outbound applications in new verticals.”
Aspect is has the expertise in blending integrated inbound and outbound solutions with other functions, as well as with unified communications (UC). By integrating outbound dialer software with its unified IP contact center platform, Aspect is able to coordinate multimedia, proactive, and reactive blended campaigns that encompass dialing functions and broader enterprise applications.
The company is now offering dialer software to traditional outbound vertical markets, such as Accounts Receivable Market (ARM (News - Alert)), as well as less traditional outbound verticals including travel, healthcare, pharmaceuticals and retail. This exposure has added a distinct advantage in an economy where companies are holding back on capital equipment purchases.
"One of the key factors in the outbound dialer market's decline is smaller and delayed budgets, as companies focus on how to do more with less. Even one area benefitting from this dynamic – collections – faces increased government oversight and regulation," explained Jamison. "Customers are, therefore, looking to vendors for flexible solutions that align with new rules based on government regulations on how and when consumers should be contacted.”
Frost & Sullivan thinks that Aspect's targeted solutions for collections, such as Unified Outreach and Streamlined Collections, make it an attractive option. Designed to automate early-stage collections, these applications provide more effective delinquent account targeting.
Aspect’s dialer software can be sold as a standalone capability. The solution is enhanced with UC and collaboration components such as Microsoft's (News - Alert) Lync platform. The UC tools enable agents to get answers for customers more quickly, once they become part of the call while collaboration applications enable agents and supervisors to work more effectively at helping customers. Meanwhile the presence technology enables the agents to tap into "expert agents", who are subject matter experts not part of the contact center.
Edited by Amanda Ciccatelli