The PerformanceEdge Group of Aspect Software has the highest customer satisfaction rating for contact centre performance management solutions in the 2008 Contact Center Performance Management Report from DMG Consulting, a market research firm specializing in contact centres and real-time analytics.
Customers surveyed in the report gave Aspect Software an overall vendor satisfaction rating of 4.67 on a five-point scale. In addition, based on contact centre seats, Aspect holds a significant share of the performance management market at 16%.
Performance management is the process of systematically using data for business improvement by integrating data from disparate sources, distributing highly personalized information to every employee in the operation, empowering individuals to make better fact-based decisions and then taking the best action to drive results.
According to DMG1, these solutions are “intended to deliver actionable recommendations that help enterprises improve the customer experience, increase sales, improve productivity, reduce costs and agent attrition, as well as enhance the perception of the contact centre within the enterprise".
“Aspect received a high score of 4.67 out of 5.0 in the ‘Overall Vendor Satisfaction’ category, tying with another company for best overall performance in the developing contact center performance management market. The ‘overall’ category evaluates all aspects of the relationship between customers and the vendor,” says Donna Fluss, president of DMG Consulting.
“The contact centre performance management market grew at a rate of 79% from 2006 to 2007. We expect the demand for these applications to be even higher in 2008 as contact centres continue to experience concrete results, including improved agent productivity, lower costs and an enhanced customer experience.”
The report reviewed the three core performance management solutions from Aspect:
* The performance management capability of PerformanceEdge – Aspect Performance Management – provides out-of- the-box flexible analysis and reporting capabilities that enable contact centers to uncover reasons for performance shortfalls, increase agent performance with coaching for continuous process improvement and reduce complexity and costs through integration.
* The workforce management capability of PerformanceEdge – Aspect eWorkforce Management Analyze II enhancement package – includes a coaching form, dashboards and out-of-the-box key performance indicators (KPIs).
* Unified Command and Control – Reporting gathers and consolidates information from one or more contact centers, providing a consistent enterprise-level view of agent and operational performance, utilising standard real-time canvases or by creating a customised real-time view.
“Performance management is still an emerging market in contact centers, and more of our customers are starting to adopt these solutions and see dramatic results, such as improved productivity and enhanced customer interactions,” says Robert Kelly, vice-president of PerformanceEdge Group. “As more companies see the value in systematically using data for business process improvement, we will continue leading the market by developing performance management solutions that consolidate and synchronise contact centre data and deliver improved business results.
"With this report, DMG Consulting validates that our performance management offerings are providing the capabilities our customers need to make better fact-based decisions and drive results in the contact centre.
“In addition, companies using performance management coupled with a synchronised suite of performance optimisation applications are finding even greater results,” Kelly adds. “Performance management can dynamically interoperate with coaching and eLearning, workforce management, campaign management and quality management solutions to transform metrics and data into improved forecasts, schedules, analysed calls, alerts and trend analysis information.”