Customer Survey of Leading IP Contact Centre Solution Vendors Ranks Aspect as Top Strategic Partner -
Aspect, a global provider of unified communications and collaboration services and software, today announced that, for the second consecutive year, it has been named top IP contact centre solutions provider among market leaders in an industry analyst survey of customers deploying IP contact centre technology, and has been conferred a corresponding 2010 PilotHouse Top Provider award from Nemertes Research.
The award is based 100 percent on the views and experiences of more than 2, 000 IT professionals who work with IP contact centre vendors to implement their applications, such as automatic call distribution (ACD), and interactive voice response (IVR); it ranks how well vendors perform in the eyes of their business users.
Aspect received the highest composite rating across the three categories measured in the 2010 survey – technology, customer service and value – from among such competitors as Cisco, Avaya/Nortel, Genesys, NEC, Siemens and Mitel. Positive customer opinions and the successive wins in 2009 and 2010 as the Market Leader in IP Contact Centre Solutions reflect the quality and success of Aspect’s solutions in real-world IP contact centre deployments.
“Aspect’s total overall score was one of the highest in the PilotHouse Award program this year among all technology vendors, ” said Robin Gareiss, executive vice president and senior founding partner, Nemertes Research. “Aspect’s customers rate the vendor highest in value, an important rating that demonstrates customers believe they get their money’s worth when they implement Aspect in the contact centre. Aspect also received high ratings from its customers for its technology, specifically pointing to its integration capabilities.”
Many IT executives referenced Aspect’s numerous features for contact centres as a basis for its superiority. Excerpts from Nemertes’ surveys and interviews with Aspect IT end-users include:
“The feature-rich nature allows our technical team to create custom applications, which would need additional hardware, software, and licensing with other solution vendors, ” says the telecom manager for a large publisher.
“Every year they get closer to the optimal solution, ” says the director of IT for a professional-services firm. “They are really good at listening and adding functions to the next release.”
“The products are state of the art, ” says the director of telecom for a large energy company. “Its intelligent routing is high-end.”
Some customers said that ultimately they end up paying less in time, software, and hardware because of Aspect’s excellent integration and vendor interoperability. Others point to Aspect’s alignment with Microsoft and extensive professional services capabilities in the unified communications arena as a distinct advantage.
“Delivering innovative IP contact centre solutions that address our customer’s most stringent requirements, drive greater efficiency and provide consistency and quality across the customer experience is an unrelenting pursuit at Aspect, ” said Jim Foy, president and chief executive officer, Aspect. “We enthusiastically receive this PilotHouse award, as it is a direct reflection of customer opinion and an affirmation of Aspect’s success in driving compelling business results for our customers.”
Results are based exclusively on the unbiased ratings of technology end users. Nemertes determines the methodology, conducts the research and analyses the findings, but has no influence over vendor performance. The opinions rest with real buyers. No vendors sponsor this research.
Source:http://www.contact-centres.com/new.0910.aspect.award.htm
