Aspect Software Earns Outbound Dialing Market Leadership Award

Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today it has been recognized with the 2007 North American Outbound Dialing Market Leadership of the Year Award from Frost & Sullivan, a global growth consulting company.  The award acknowledges the company’s robust outbound product portfolio, a committed customer focus, and a leadership position in the outbound market in North America for three consecutive years. According to Frost & Sullivan’s research in the North American Outbound Dialing Market1, Aspect Software leads the outbound dialer market with 21.9 percent share in North America, with the next highest competitor having 15.3 percent market share.

The Frost & Sullivan Award for Market Leadership of the Year is given to the company that has excelled in all areas of market share leadership and has demonstrated strong strategy development and technological innovation. Aspect Software has been recognized for its industry-leading outbound dialing solutions designed to help companies provide proactive customer service, improved collections and enhanced sales. The company’s outbound offerings include feature-rich functionality including SIP-based VoIP connectivity, call blending, browser-based agent desktop scripting tools, comprehensive reporting and analysis capabilities, as well as enhanced security.  Based on the capabilities of its outbound offerings, Frost believes that Aspect Software has positioned itself for enhanced end-user value, dominant leadership and growth in this market.

“Aspect Software offers the most comprehensive set of capabilities for maximizing outbound performance for the contact center market, and this is demonstrated in the company’s dominant market share,” said Michael DeSalles, Frost & Sullivan research analyst. “The Aspect Software product offerings each have a wide range of capabilities to strategically address the needs of customers across collections, sales and telemarketing and customer service processes.  It is this robust product set that has given Aspect a competitive advantage in a saturated market.

“We also recognized that Aspect Software has made significant investments in research and development to enhance these solutions,” DeSalles added. “For example, Aspect is fully embracing SIP-based technology and supporting open source in the contact center with Asterisk Business Edition™ IP PBX. Its SIP-based products allow companies to utilize trusted dialer technology, while leveraging the benefits of open source.  We look forward to seeing future innovations from Aspect Software and expect the company to continue to drive the outbound market forward.”

“Aspect Software is pleased to have Frost & Sullivan recognize our leadership in the outbound contact center market,” said Jim Foy, president and CEO, Aspect Software. “Although the outbound market is very competitive, Aspect Software has captured the leading market share because we are able to differentiate our offerings through the insight and experience that we bring to our customers, in addition to our well-executed product strategy.  This allows us to address our customers’ comprehensive contact center needs, such as heightened security requirements, campaign optimization capabilities and interoperability with SIP-based solutions.

“In addition, we have been seeing a growing interest toward feature-rich dialer capabilities unified with voice portal, ACD and performance optimization tools,” Foy added. “This is a proof point that more companies are seeing the value of implementing a unified solution to provide contact centers with greater choice and control. We will continue to offer innovative solutions to cater to the changing and growing needs of the contact center market and we expect to maintain our position as a leader in this space.”