PELORUS Group Names Aspect as the Leader in the Global Workforce Management Market

Aspect have announced the company has been named the leading global workforce management vendor in the 2009 World Contact Center Workforce Management Systems Market report by The PELORUS Group, an independent market research and consulting company. Globally, Aspect owns 31.5 percent of the workforce management market, while leading the North American market with 36.8 percent share.

"Companies are looking for ways to increase productivity and efficiency in a challenging economic climate. Aspect has remained the market leader in workforce management because of its proven success in helping organisations improve contact centre performance with its leading scheduling and forecasting tools," said Dick Bucci, senior consultant, The PELORUS Group. "In the coming years, we expect the workforce management market to grow, and Aspect can continue to pace the market with its full breadth of performance optimisation capabilities including robust workforce management technology."

Aspect's workforce management capabilities offer flexible forecasting, scheduling and tracking tools to enable companies to hire agents and optimise the allocation of inbound, outbound, and blended front and back-office staffing resources. Aspect offers workforce management functionality as one of the capabilities within its Productive Workforce(TM), Optimized Collections(TM) and Blended Interaction(TM) UC applications for the contact centre. Aspect's UC applications help companies target operational objectives with specific software capabilities.

"Aspect is maintaining a leadership position in the global workforce management market due to our deep understanding of workforce optimisation in the contact centre and back-office processes," said Brett Williams, director of product management, Aspect. "Companies can see even greater value by synchronising workforce management capabilities with quality management and performance management, and Aspect can help them get there. We're seeing more interest in these combined tools through our UC applications, and we expect to see more organisations taking advantage of these solutions to streamline their customer service, sales and collections business processes."

Aspect, Productive Workforce, Optimized Collections, Blended Interaction, Seamless Customer Service, Streamlined Collections, Unified IP, PerformanceEdge, 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.

23rd September 2009