SOURCE: Aspect

Aspect

September 21, 2010 14:17 ET

Aspect Wins 2010 PilotHouse Award as Top IP Contact Center Solutions Provider Among Market Leaders

Customer Survey of Leading IP Contact Center Solution Vendors Ranks Aspect as Top Strategic Partner

CHELMSFORD, MA--(Marketwire - September 21, 2010) -  Aspect, a global provider of unified communications and collaboration services and software, today announced that, for the second consecutive year, it has been named top IP contact center solutions provider among market leaders in an industry analyst survey of customers deploying IP contact center technology, and has been conferred a corresponding 2010 PilotHouse Top Provider award from Nemertes Research.

The award is based 100 percent on the views and experiences of more than 2,000 IT professionals who work with IP contact center vendors to implement their applications, such as automatic call distribution (ACD), and interactive voice response (IVR); it ranks how well vendors perform in the eyes of their business users.

Aspect received the highest composite rating across the three categories measured in the 2010 survey -- technology, customer service and value -- from among such competitors as Cisco, Avaya/Nortel, Genesys, NEC, Siemens and Mitel. Positive customer opinions and the successive wins in 2009 and 2010 as the Market Leader in IP Contact Center Solutions reflect the quality and success of Aspect's solutions in real-world IP contact center deployments.

"Aspect's total overall score was one of the highest in the PilotHouse Award program this year among all technology vendors," said Robin Gareiss, executive vice president and senior founding partner, Nemertes Research. "Aspect's customers rate the vendor highest in value, an important rating that demonstrates customers believe they get their money's worth when they implement Aspect in the contact center. Aspect also received high ratings from its customers for its technology, specifically pointing to its integration capabilities."

Many IT executives referenced Aspect's numerous features for contact centers as a basis for its superiority. Excerpts from Nemertes' surveys and interviews with Aspect IT end-users include:

  • "The feature-rich nature allows our technical team to create custom applications, which would need additional hardware, software, and licensing with other solution vendors," says the telecom manager for a large publisher.

  • "'Every year they get closer to the optimal solution," says the director of IT for a professional-services firm. "They are really good at listening and adding functions to the next release."

  • "The products are state of the art," says the director of telecom for a large energy company. "Its intelligent routing is high-end."

Some customers said that ultimately they end up paying less in time, software, and hardware because of Aspect's excellent integration and vendor interoperability. Others point to Aspect's alignment with Microsoft and extensive professional services capabilities in the unified communications arena as a distinct advantage.

"Delivering innovative IP contact center solutions that address our customer's most stringent requirements, drive greater efficiency and provide consistency and quality across the customer experience is an unrelenting pursuit at Aspect," said Jim Foy, president and chief executive officer, Aspect. "We enthusiastically receive this PilotHouse award, as it is a direct reflection of customer opinion and an affirmation of Aspect's success in driving compelling business results for our customers."

Results are based exclusively on the unbiased ratings of technology end users. Nemertes determines the methodology, conducts the research and analyzes the findings, but has no influence over vendor performance. The opinions rest with real buyers. No vendors sponsor this research.

About Nemertes Research
Nemertes Research is a research-advisory firm that specializes in analyzing and quantifying the business value of emerging technologies. You can learn more about Nemertes Research at the Website www.nemertes.com or contact directly at research@nemertes.com.

About Aspect
Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

Follow Aspect on Twitter at http://www.twitter.com/AspectUC

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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