Frost & Sullivan has named Aspect (News - Alert), a unified communications solutions provider, as the leading workforce management vendor. Aspect has received this rating from Frost & Sullivan (News - Alert) based on revenues including product and services in the 2009 North American Agent Performance Optimization Market report.

 

An ideal workforce optimization solution includes capabilities such as workforce management, quality management, campaign management and performance management. These capabilities enable a company to consider everything impacting performance, like agents, knowledge workers, business processes, customers and systems, and take immediate, effective, and measurable action. Aspect helps the companies to consolidate workforce optimization capabilities for the contact center into a single, IT-ready standards-based software platform.

 

With the help of workforce management technology from Aspect, companies can hire agents and optimize the allocation of inbound, outbound, blended front and back office staffing resources. This improves overall business results and also reduces costs. It ensures that companies meet customer service, collections, sales and telemarketing and back-office goals with the most effective staffing plan with functions such as flexible forecasting, scheduling and tracking tools.

 

“In today's economy, our customers are trying to get the most out of their contact center investments -- specifically their people -- and workforce management provides critical forecasting and scheduling capabilities to help companies gain a competitive advantage," said Brett Williams, director of product management, Aspect. “With UC applications, organizations can streamline their business processes, increase their productivity and ultimately, improve their customers' satisfaction.”

 

As part of the UC applications for the contact center, productive workforce, optimized collections and blended interaction, aspect offers workforce management capabilities. Companies can target operational objectives with specific software capabilities with Aspect's UC applications.

 

Recently, the company received the highest reporting score among all vendors within the Datamonitor Decision Matrix of Analytics Vendors. According to the report, Aspect's strengths lies in providing all-in-one contact center solutions and unified communications as well as offering technical workforce optimization capabilities for dashboards, scorecards and reporting. The Datamonitor Decision Matrix explores the competitive dynamics within the contact center workforce optimization field.