Aspect, a provider of customer contact and Microsoft
platform solutions, announced it has received the Market Share Leadership Award
for the highest ranking in the North American Outbound Dialer systems market by
Frost & Sullivan.
Aspect has gained share of 3.8
percent rising to 21.7 percent total share in a tough market, ahead of Avaya,
who dropped to third place. Aspect is one of the few companies that displayed
growth in the outbound market in 2010.
Companies need to proactively and intelligently reach out
to customers and therefore require a richer set of tools to govern those
processes. Realizing that outbound is more than just campaign and list
management, they are moving towards applications that manage customer
preferences, compliance and other analytic aspects of the customer
relationship.
These organizations are increasingly looking for a single
unified platform with tightly integrated outbound and inbound capabilities.
With a unified solution, they are able to increase productivity and engage the
customer across multiple communication channels ultimately enhancing the
overall customer experience.
“The outbound dialer market has transformed
throughout the past couple of years and continues to evolve. With specific
functionality like proactive contact becoming top of mind for many
organizations, companies have recognized that today’s consumers expect to be
reached out to and in a way that accommodates them,” said Keith Dawson,
principal analyst, Frost & Sullivan.
“Aspect’s long history of market leadership and
customer success in the outbound dialer market has been achieved through a
number of different factors. Not the least among them are our forward-thinking
and innovative customers that are the source of our inspiration,” said
Serge Hyppolite, vice president of product management, Aspect.
By Telecomlead.com Team
editor@telecomlead.com
