SOURCE: Aspect Software

August 29, 2006 08:00 ET

Aspect Software Partners With Servion Global Solutions to Distribute Aspect® eWorkforce Management™ in India

Combination of Consultation Service and Technological Innovation to Help Businesses Optimize Contact Center Workforces and Customer Interactions

WESTFORD, MA -- (MARKET WIRE) -- August 29, 2006 -- Aspect Software, Inc., the world's largest company solely focused on the contact center, and Servion Global Solutions, a specialist in the customer interaction management (CIM) space, today announced that they have entered into a partnership to cater to the growing requirements of the regional contact center market. Under the terms of the agreement, Servion will distribute Aspect® eWorkforce Management™ software in India.

This partnership combines the technological innovation and contact center focus of Aspect Software with Servion Global Solutions' strong consultative capabilities in the customer interaction management industry, offering the best of both worlds to their joint customers.

Aspect eWorkforce Management, which is the market-leading workforce management solution, enables a contact center to plan, manage and optimize the performance of multiskilled, multichannel, multisite and outsourced staffing resources accurately and efficiently. This scalable suite utilizes industry-standard hardware and software and can integrate with all leading ACDs and predictive dialers to reduce operational complexity and cost. Its core component provides essential workforce management forecasting, scheduling and tracking functionality, while a set of fully integrated enhancement packages help fine-tune agent productivity, empower agents and supervisors, optimize overall performance and simplify the management of contact center workforces.

Commenting on the partnership, K. Balakrishnan, MD & CEO, Servion Global Solutions, said, "Our relationship with Aspect Software strengthens our ability to optimize customer communications for our clients. This agreement fortifies our commitment to offer a complete suite of contact center solutions. By deploying comprehensive, easy-to-use workforce management software from Aspect, contact centers can reap significant business benefits by maximizing agent productivity and performance."

"The evolving contact center market demands that service providers offer the best product and act as true partners to help customers get optimum results," said Pramod Ratwani, vice president, Asia Pacific and Middle East, Aspect Software. "Servion's consultancy expertise in workforce management will enhance the value we deliver to our customers, helping them to balance the demands of their own customers, contact center workforces and businesses."

This year Aspect Software received the Growth Strategy Leadership Award for demonstrated leadership within the global workforce management market from industry analyst firm Frost & Sullivan. According to a recent Frost & Sullivan report, Aspect Software is the leader in the workforce management market, owning 32.2 percent of the market worldwide -- an 11.6 percent greater share than the next largest workforce management vendor -- and gaining the most share globally over competitors in 2005.

About Servion Global Solutions

Servion Global Solutions is a fast-growing company that specializes in customer interaction management (CIM) solutions. With more than 400 customers and over 1,000 installations spread across 41 countries, Servion's products and solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions per month.

Servion takes a consulting-led approach to optimize customer interaction for its clients. Servion offers solutions across eight segments of the CIM industry (technology consulting, contact center intelligence and reports, agent productivity, outbound interaction management, self service, workforce management, quality monitoring and process management) to a wide range of verticals such as banking and finance, telecommunications, business process outsourcing, transportation, retail and hospitality.

These CIM solutions are delivered through Servion's Consulting and Engineering arms using five different services -- application maintenance, custom development, product development, systems integration and research and development.

For more information, visit www.servion.com.

About Aspect Software

Aspect Software, Inc., the founder of the contact center industry, is the world's largest company solely focused on providing proven, innovative contact center products and services that enable the key business processes of customer service, collections, and sales and telemarketing. Each day, thousands of in-house and outsourced contact centers around the globe conduct more than 125 million customer interactions using Aspect Software products. We believe in using the power of technology to positively transform the customer-company experience. That belief has led us to accept the challenge of developing the world's most reliable automatic call distributors (ACDs), most trusted dialers, most widely used and respected workforce management (WFM) solutions, most flexible voice self-service systems and the industry's first and most comprehensive unified, multichannel contact center solution. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

Aspect, Aspect Software and eWorkforce Management 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.

Contact Information

  • Contact:
    Jennifer Stroud
    Aspect Software
    (615) 473-8617
    Email Contact