Aspect, a leading provider of customer contact and Microsoft platform solutions, has announced it has been positioned by Gartner in the Leaders Quadrant of the 2011 Magic Quadrant for Contact Centre Infrastructure Worldwide.
In this annual report, Gartner analyses vendors in the market based on two key criteria – the ability to execute, and completeness of vision.
According to Gartner, leaders are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products.
Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk.
“We believe being named a leader in the Gartner Magic Quadrant affirms Aspect’s unified approach to customer contact solutions and is testament to our long-standing commitment to help customers increase productivity, reduce costs and achieve better business results across their contact centres and enterprises,” says Jim Foy, president and CEO, Aspect.
“Aspect continues to innovate as we deliver on our visionary roadmap. The Aspect Unified IP and Aspect Workforce Optimisation platforms enable our customers to fundamentally improve the customer experience and differentiate their services, while maximising the benefits of unified communications and collaboration across many layers of customer contact.”
The Aspect portfolio of contact centre solutions also includes Aspect Contact 2011, an appliance solution tailored to meet essential customer contact capabilities for small- to mid-sized contact centres and help desk operations with fewer than 100 seats.
Designed to use Microsoft Lync as its media server, the solution enables organisations to achieve greater productivity and return on investment from their Lync deployments.