SOURCE: Aspect


March 15, 2011 11:13 ET

Aspect Recognized as Service Leader by CRM Magazine for Workforce Optimization Suite

High Scores Garnered for Depth of Functionality and Customer Satisfaction

CHELMSFORD, MA--(Marketwire - March 15, 2011) - Aspect, a leading provider of customer contact and Microsoft platform solutions, today announced it has been named a Leader in the Workforce Optimization Suite category of CRM Magazine's 2011 Service Leader Awards announced in the publication's March issue.

Named a leader for the fourth consecutive year, Aspect was acknowledged for what analysts referred to as "having a clear and well-articulated company direction, several strong partnerships, a broad workforce optimization product line, and a reputation for exceptional customer care."

"Aspect has executed on a well-designed workforce optimization strategy for many years, evidenced by the strong market success and customer satisfaction results of its solutions," said Paul Stockford, chief analyst at Saddletree Research. "The company's unified communication-enabled workforce optimization solutions provide solid capabilities for contact centers to effectively control costs, enhance service levels and align performance to support strategic goals while bringing greater insight to the management and improvement of the overall customer experience."

Vendors were evaluated using a rigorous analysis and scoring formula based on input from industry analysts, revenue, revenue growth, market share, customer wins, reputation for customer satisfaction, depth of product functionality, and company direction.

"This validation of Aspect's Workforce Optimization leadership from customers and analysts is another valuable data point in confirming that Aspect's full-featured workforce optimization suite is delivering the next generation of customer contact today. Tight integration to Aspect's core contact management capabilities empowers organizations deploying Aspect's workforce optimization solutions with clear visibility into and control over customer-company interactions anywhere they take place -- the enterprise, social spaces, the contact center, or even across partner networks," said Gary Barnett, executive vice president and chief technology officer, Aspect.

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