Aspect Software, a provider of customer contact and enterprise workforce optimization, today announced an equity partnership with back-office optimization software and services expert eg solutions.
The agreement provides Aspect exclusive distribution rights to eg's products and services in the Americas and the Asia Pacific region and formalizes the partnership model for both companies to address customers in Europe, the Middle East and Africa.
eg products and services are used to monitor work from any source, can integrate with multiple customer relationship management and business process management environments, and provide a view into how work is being executed, all measured against operational goals and objectives that align to customer expectations.
"The market is looking for a single solution to optimize the many different resources and tasks that affect customers directly or indirectly. Aspect will now be able to seamlessly orchestrate the people and processes that flow within and between the back office and front office to optimize how service is delivered," says Spence Mallder, senior vice president and general manager of the Workforce Optimization division and chief technology officer at Aspect, in a statement. "eg's domain expertise in the back office, along with the most open and flexible work distribution solution on the market, made them a natural strategic partner for Aspect."
"The partnership with Aspect creates true end-to-end insight into and control over the full customer service process, which will deliver measurable value around tasks and resources, regardless of who is serving the customer - front office, back office, or both," says Elizabeth Gooch, eg CEO. "This global partnership creates new sales opportunities and opens up new markets for eg while providing investment capital for future development efforts. We're very enthusiastic about the joint solution this partnership will bring to the market."