CHELMSFORD Mass., 5 June 2007— Aspect Software, Inc., the world’s largest company solely focused on the contact center, today announced it is sponsoring a series of benchmark surveys and reports on the state of the contact center industry being developed and managed by Aberdeen Group, a leading provider of fact-based research and market intelligence.
“Having companies like Aspect Software support our benchmark surveys clearly lends credence to the value they place on providing useful data and strategies to the contact center industry,” said Alan Hubbard, senior vice president, customer service & support , Aberdeen Group. “As a pioneer in the industry, as well as a leading contact center solution provider, Aspect certainly understands what information is useful to organizations and brings a level of experience and expertise that is unparalleled.”
The Aspect sponsored surveys will examine best practices and success indicators for contact centers across North America, EMEA and APAC. The most recent survey, The Conflicted Call Center - Customer Experience or Transactions?, provides strategies for maximizing sales in the contact center without sacrificing overall customer service. The report found that 58 percent of companies have adopted revenue generating capabilities by leveraging their contact centers as transaction hubs. The report states that adequately addressing the sales business process requires new skills, training, workflows and software. To achieve success, the report suggests that organizations establish training and processes, including data and customer management processes, through pilot programs.
The next report sponsored by Aspect Software will be published in June 2007 and will provide insight on the effect of the virtual call center agent.
“Aspect Software understands that our customers’ greatest priority is to balance meeting the demands of their customers with the realities of running their businesses profitably and efficiently,” said Ralph Breslauer, executive vice president of sales and marketing, at Aspect Software. “As a result, we know how important it is to support groups like Aberdeen who are focused on providing some of the insight and knowledge our customers need to meet their goals. We believe that by providing organizations with access to the kind of information Aberdeen is compiling, we are helping them do just that.”
About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), dialers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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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.
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