SOURCE: Aspect


August 19, 2009 08:00 ET

Aspect Receives Highest Reporting Score in Datamonitor Decision Matrix of Analytics Vendors

Aspect Also Scores Above Average for Dashboards, Scorecards Workflow and Alerts

CHELMSFORD, MA--(Marketwire - August 19, 2009) - Aspect, a unified communications (UC) solutions provider, today announced it has achieved the highest score among all vendors for reporting within the Datamonitor Decision Matrix of Analytics Vendors. According to the report, Aspect's strengths are in providing all-in-one contact center solutions and unified communications, but also offering strong technical workforce optimization capabilities for dashboards, scorecards and reporting.

"Organizations should utilize contact center analytics to make improvements in business processes and ensure that agents are able to meet customers' service needs. Aspect delivers in this area by providing mature reporting and analytics solutions," said Aphrodite Brinsmead, associate analyst, Datamonitor. "The company has established itself as a leader for workforce optimization technologies, by offering comprehensive tools for reporting and workflow and alerts, in addition to its workforce management, logging and quality management solutions."

Aspect scored well in the technical assessment section of the survey of end users, achieving the highest score among all vendors for reporting. It also scored above average in workforce optimization for dashboards, scorecards, as well as for workflows and alerts. According to the Datamonitor report, Aspect has a strong position in this market having gained a high recognition score from the customers surveyed, particularly for financial stability, customer support and product quality.

Among the Aspect unified communications applications for the contact center that provide reporting capabilities are Productive Workforce™, Productive Workforce™ for Aspect® eWorkforce Management™, and Optimized Collections™. These UC applications deliver the tools and processes to help organizations optimize resource utilization and adopt a continuous improvement culture. They unite workforce management, quality management, campaign management, and performance management to reduce the cost per customer interaction and improve the overall customer experience.

"We are extremely pleased to see that Aspect has been acknowledged by Datamonitor for having solid market positioning, which serves as a proof point that Aspect continues to bring real workforce optimization value to our customers," said Brett Williams, director of product management, Aspect. "Aspect is cognizant of the fact that our reporting capabilities can create a significant competitive differentiator for our customers by allowing them to pinpoint areas for improvement and make real-time changes to improve the customer experience. And, in these tough economic times, our reporting and analytics capabilities allow organizations to easily determine if they're maximizing productivity across resources."

The Datamonitor Decision Matrix is a summary of IT systems management vendors' capabilities based on a quantitative assessment of their market impact and end user sentiment, as well as the technology features that they offer. It also explores the competitive dynamics within the contact center workforce optimization field and helps businesses select a vendor based on technology strength, reputation among customers, and impact in the market. Through the Decision Matrix, Datamonitor provides a complete view of vendor capabilities and advises on those they feel should be explored, considered and shortlisted.

About Datamonitor

Datamonitor is a leading provider of online database and analysis services for key industry sectors. We help our clients, 5000 of the world's leading companies, to address complex strategic issues. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive, Consumer Markets, Energy, Financial Services, Pharmaceuticals and Healthcare, Technology, Transport and Logistics.

About Aspect

Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps more than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit

Note: Aspect, Productive Workforce, Productive Workforce, Optimized Collections, eWorkforce Management, 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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