Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
February 11, 2013
By Rory Lidstone
, TMCnet Contributing Writer
Aspect (News - Alert) Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan (News - Alert) Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
The company first seized the top market position from Avaya (News - Alert) in 2010 and has increased its market share in each year since, increasing and entire percentage point from 21.7 to 22.7 percent.
"Aspect continues to make admirable headway in a tough market, edging out established premise-based rivals as well as vendors providing hosted offerings," said Frost & Sullivan research analyst Nancy Jamison in a statement. "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."
Described by Frost & Sullivan as a "trail blazer in terms of proactive customer engagement," Aspect has managed such a high degree of success by blending integrated inbound and outbound solutions with other functions and unified communications. In fact, Aspect's outbound dialer is fully integrated within its unified IP contact center platform, enabled coordinated multimedia, proactive and reactive blended campaigns.
As such, Aspect's solution is suitable even for more traditional outbound vertical markets, such as accounts receivable, while still tailoring to less traditional outbound verticals like travel, healthcare, pharmaceuticals and retail.
Aspect Software was also recently recognized by TMC (News - Alert) as a Customer Magazine 2012 Product of the Year Award winner for its Unified IP 7.1 interaction management solution. Unified IP 7.1 enables organizations to deliver a consistent experience across all communication channels.
Earlier in the year, Frank Smith was appointed as chief information officer at Aspect Software, tasked with evolving the company's technology assets in order to maintain market leadership.
Edited by Amanda Ciccatelli