Aspect have 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 centre solutions and unified communications, but also offering strong technical workforce optimisation capabilities for dashboards, scorecards and reporting.

"Organisations should utilise contact centre 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 optimisation 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 optimisation 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 centre that provide reporting capabilities are Productive Workforce(tm), Productive Workforce(tm) for Aspect(r) eWorkforce Management(tm), and Optimized Collections(tm). These UC applications deliver the tools and processes to help organisations optimise resource utilisation 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 optimisation value to our customers," said Brett Williams, director of product management, Aspect.
"Aspect is cognisant 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 organisations to easily determine if they're maximising 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 centre workforce optimisation 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.