PHILIPPINES – Aspect Software, a leading award-winning cloud provider of fully-integrated consumer engagement, workforce optimization, and back-office solutions, has been honored with the leadership position in the Champions Quadrant in the recent ‘Frost & Sullivan Industry Quotient Matrix 2015 Contact Center Outbound Systems Vendors report’.
The report, Asia-Pacific Contact Center Outbound System Vendors, 2015 by Frost & Sullivan evaluated six major solution vendors in the Asia-Pacific region to identify their position on the Frost IQ matrix. The key criteria used to evaluate the position of service providers on the matrix were market share, product/service strategy, people and skills strategy, ecosystem strategy and business strategy.
According to the report, Aspect continues to empower the entire customer interaction process through a broadened solutions portfolio and deployment options, expanding partnerships, and a vertically focused market strategy. With predictive dialing technology using sophisticated algorithms, Aspect’s flagship Aspect Unified IP is improving contact center efficiency and enriching the customer experience.
Sanjay Gupta, Managing Director for South Asia & Middle East, Aspect Software said, “This report demonstrates the confidence our customers and the market has with Aspect’s best-in-class solutions that are enabling their Consumer Engagement strategies”.
Aspect’s outbound dialer functionality gives users the power to make smart decisions for optimal contact and proactive engagements. Aspect’s Proactive Engagement suite offers pre-configured template applications for outbound scenarios such as surveys and collections. Leveraging its proven capabilities, reliable partner ecosystem and close relationships with key verticals, Aspect is well-placed to continue its remarkable performance and maintain market leadership.
Aspect Software has also been awarded the 2015 Asia Pacific Market Share Leadership Award for Outbound Systems by Frost & Sullivan. The Frost & Sullivan’s Best Practices Awards recognize companies throughout a range of regional and global markets for superior leadership, technological innovation, customer service, and strategic product development.
Commenting on Aspect’s achievement, Krishna Baidya, Head of Customer Contact Research, ICT Practice, Asia Pacific said, “With its longevity in the marketplace, platform-agnostic approach, and comprehensive set of offerings, Aspect continues to enjoy enviable mindshare among contact center decision makers. Aligning to their customer’s needs irrespective of their size or operational complexity, Aspect’s solutions enable customers to power multichannel campaigns and deliver high-touch proactive customer care across a myriad of channels. Such capabilities have helped their customers gain productivity, enhance their end-user’s experience and create sustainable business impact.
Extraordinary growth in Greater China, Australia and the key ASEAN markets has also helped Aspect further elevate its overall market share in outbound segment in Asia-Pacific up to 27.3 percent from 25.0 percent a year ago. This performance clearly demonstrates Aspect’s market focus and dominance in the segment”.
Alfred Lallana, Country Manager for Philippines, Aspect Software added, “Consumers’ expectations of customer experiences today have been shaped by the proliferation of social media channels and text messaging in everyday conversations. These millennials aged between 18 and 34 are leading this change with omni-channel experience being their preferred method of addressing their queries. Key findings from our Aspect Consumer Experience Index study have shown that companies need to start addressing this new trend or risk losing their business”.
