Aspect is the leading outbound contact centre vendor in market share, according to the Frost & Sullivan 2009 North American Outbound Dialing Systems report. Specifically, Frost highlighted Aspect's wide range of predictive outbound modes and the company's enterprise market across a wide range of industries.
"The outbound market grew about 3 percent in 2008 and Aspect's leadership in the space speaks to the company's wide range of solutions and services to address the needs of the contact center," says Joe Outlaw, principal analyst at Frost & Sullivan. "The features work seamlessly with other Aspect product platforms and third-party solutions, making them a leading option for companies that require flexibility and scalability in the contact centre. Companies that require advanced outbound solutions such as financial services, outsourcers, and telecommunications industries will continue to look to Aspect."
Aspect's outbound capabilities are components of several UC applications for the contact center, including Blended Interaction and Streamlined Collections. Aspect's UC applications help companies target operational objectives with specific capabilities.
"Despite a volatile economic climate, Aspect has continued to thrive in the outbound contact center market because we understand our customers' needs and deliver capabilities that improve agent productivity and enhance collections, sales, telemarketing, proactive contact, and notification processes," says Serge Hyppolite, director of interaction product management at Aspect.
"By taking a unified approach to implementing outbound functionality, combined with other key capabilities such as inbound routing, voice portal, and campaign management, companies can lower costs by up to 20% and improve sales by up to 10%. We've built these requirements into our UC applications to help companies see bold business benefits and a return on investment almost immediately."
Blended Interaction is a unified communications application for the contact centre that provides inbound, outbound, self service and workforce optimisation capabilities. By eliminating complex integration and providing common management, reporting and administration, Blended Interaction gives you greater visibility, control and staffing efficiency in your multichannel contact center to enhance customer satisfaction and improve business results.
Streamlined Collections is a unified communications application for the contact centre that automates early stage collections and enables expert agent engagement for a more effective delinquent account targeting strategy so you can get more promises to pay faster, reduce servicing costs and write-offs, and improve collections results.