Aspect, a leading provider of customer contact and Microsoft platform solutions, has announced it has received the Market Share Leadership Award for the highest ranking in the North American outbound dialler systems market by Frost & Sullivan.
Aspect has gained share of 3,8% – rising to 21,7% 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.
Today, companies need to proactively and intelligently reach out to customers, and therefore require a richer set of tools to govern those processes. Realising that it 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.
Customers 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, as well as foster a collaborative engagement between the customer and the business across channels – ultimately enhancing the overall customer experience.
“The outbound dialler 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 organisations, companies have recognised that today’s consumers expect to be reached out to and in a way that accommodates them,” says Keith Dawson, principal analyst, Frost & Sullivan.
“Aspect continues to step up to the plate and demonstrate their ability to provide an outbound solution that sets the standard in the marketplace.”
“Aspect’s long history of market leadership and customer success in the outbound dialler market has been achieved through a number of different factors. Not the least of which are our forward-thinking and innovative customers that are the source of inspiration,” says Serge Hyppolite, VP of product management, Aspect.
“We are honoured to have been recognised by Frost, and are confident that our strong roadmap will continue to deliver against market and customer expectations with outbound collections and proactive contact capabilities functionality, as they are of increasing importance with most, if not all, companies today.”