SOURCE: Aspect


March 29, 2011 08:03 ET

Aspect Customer British Gas Lights Up 2011 Gartner & 1to1 CRM Excellence Awards With Two High Honors

British Gas Wins Customer Analytics Category for EMEA Region and Is Honored as Overall Best CRM Initiative for Aspect-Based Contact Center Solution Delivering Enhanced Customer Service and Sales

CHELMSFORD, MA--(Marketwire - March 29, 2011) - Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced its customer, British Gas, the largest supplier of domestic energy and appliance cover in the UK, has earned honors in the Gartner & 1to1 Media Customer Relationship Management (CRM) Excellence Awards 2011 in Europe, the Middle East and Africa (EMEA) with two prominent awards. British Gas was first named winner in the Customer Analytics category for its use of Aspect's performance management capabilities and then Overall Best CRM Initiative based on a live vote by nearly 500 attendees at Gartner's European CRM Summit held in London, 14-15 March.

Aspect's performance management capabilities provide the functionality to assess, address and affect contact center agent behaviors, providing near real-time insights that allow British Gas to enhance the data capture results and customer experience of its contact center operations, which handle customer service and sales for 1.7 million customers per month.

"Customer Service and Sales have always been a crucial component within British Gas, so we look for every opportunity to maximize our efforts and give our customers exceptional service," said Guy Benham, business improvement manager, British Gas. "By adopting these new technologies and applying them to our business strategy, we have seen real and sustained agent behavioral change -- changes that are resulting in better customer experience and better bottom-line results."

"We applaud British Gas on garnering both of these awards and clearly demonstrating the breadth of possibilities with the right team members in place. As such an innovative thinker in the industry, we look forward to what British Gas will do next," said Mark King, senior vice president European Sales, Aspect.

Category award winners were chosen by a panel of judges who assessed CRM initiatives against the 8 Gartner CRM Building Blocks defined as critical for a successful implementation, as well as 1to1's approach to building profitable customer relationships based on understanding customer needs, behavior and value.

About Gartner & 1to1 CRM Excellence Awards
The Gartner & 1to1 CRM Excellence Awards spotlight excellence among organizations that take a customer-centric approach to improving their business performance and have seen exceptional results. The 2011 Gartner & 1to1 CRM Excellence Awards honor successes in four categories: Customer Analytics, Customer Experience, Enterprise Efficiency, and Integrated Marketing.

About Aspect
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform services/solutions. For more information, visit

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