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Aspect Software
300 Apollo Drive
Chelmsford MA 01824

PH: 978.250.7900
FAX: 978.244.7420
Visit their Web site: www.aspect.com

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Aspect Software is a leading provider of contact center solutions and services that enable businesses to manage and optimize customer communications. Our global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies.

Product Description

Signature product line: The Aspect Software industry-leading Signature products provide the capabilities and reliability required by companies looking to replace or incrementally add functionality to their contact centers. The product line includes the Aspect® Spectrum® ACD, Aspect® Call Center® ACD, Aspect® Customer Self Service™, Aspect® Unison® Predictive Dialer, Aspect® Conversations™ Predictive Dialer and Aspect® Enterprise Contact Server™. These products all offer a seamless migration from traditional voice to Voice over Internet Protocol (VoIP). Unified IP Contact Center product line: The Aspect Software Unified IP™ Contact Center products bring extreme flexibility to dynamic organizations. Aspect® EnsemblePro™ and Aspect® Uniphi Suite™, specifically created to unite multiple capabilities in single platform, enable customers to unlock additional functionality as needed. These proven capabilities include automatic call distribution (ACD), predictive dialing, speech self service, Internet contact via email or chat, quality recording and quality management, all with unified reporting, routing and administration. Unified IP Contact Center products allow customers their choice of transport – open source IP, closed source IP or traditional voice. Contact Center Performance Optimization product line: Our Contact Center Performance Optimization products help maximize agent performance and improve operations by enhancing quality, increasing customer contacts and optimizing contact center resources. The Aspect Software performance optimization products – Aspect® eWorkforce Management™, Aspect® RightForce® Workforce Management, Aspect® Analyzer™, Aspect® Campaign Optimizer™, Aspect® Enterprise Campaign Manager™, Aspect® Quality Management™ and Aspect® DataMart™ – are designed to reduce labor costs, enhance service levels and align performance with business goals.

This company is listed in the following categories:
Customer Service/Call Centers
Articles Mentioned
WebRTC + CRM = Better Customer Support
To get the most out of web-based real-time video, voice, and file and screen sharing, companies must link the functions to their systems of record
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
Bots Should Be in Your Contact Center’s Future
The technology emerges as businesses look to artificial intelligence to improve customer service
Aspect Releases Via Customer Engagement Center
Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. (Featured on SmartCustomerService.com.)
Brands Bet on Bots
Facebook pushes bots as the new form of customer engagement
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
Aspect Enhances Zipwire Cloud Contact Center Solution
Application upgrades include a consolidated knowledgebase, omnichannel capabilities, and added routing functionality.
When Customer Experience Is the Ticket
What can companies learn from organizations that sell experiences rather than services or products?
Fonolo Partners with SJS Solutions
Fonolo and SJS Solutions bring virtual queuing data to call center wallboards.
Aspect Software Acquires LinguaSys
Aspect gains Linguasys' natural language understanding and interactive text response technology.
Aspect Software and LiveVox Combine Contact Center Solution with Workforce Management in the Cloud
Partnership and product integration between Aspect and LiveVox helps companies forecast and optimize calling campaigns and agent staffing.
Zendesk Readies Facebook Messenger for Customer Service
When reaching out to customers through social media, companies need to tread a fine line
Aspect Launches Proactive Engagement Suite
Aspect Software's Proactive Engagement Suite is a cloud-based customer communications platform.
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor
Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings.
The 2014 CRM Service Leaders
Aspect Software to Deploy Salesforce's ServiceCloud
The aim of using Salesforce's Service Cloud is to improve customer service and support. (Featured on SmartCustomerService.com).
Aspect Releases Zipwire Cloud-Based Contact Center Solution
Pure cloud contact center brings setup simplicity, enterprise-class support and operational security to small and medium-sized businesses.
Made-to-Order Customer Experiences
Why customer service will—and should—never be the same.
Aspect Software Acquires Voxeo
The $150 million deal strengthens Aspect's IVR and multichannel self-service solutions portfolio.
Aspect Workforce Mobile Brings Workforce Management to Agents
Provides agents mobile access to schedules and other critical information in Aspect Workforce Management.
Create Outstanding Customer Interactions Through Performance Management
Customers take on a starring role in service interactions.
Lithium Enhances Social Customer Experience Platform
Launches Social Intelligence analytics product, expands partner communities.
Intradiem's Intraday Management Software Integrates with Aspect's WFO Platform
Integration helps to transform available time into productive time for agents.
Aspect Software Announces Strategic Partnership with eg solutions
Addition of eg's capabilities enables Aspect to orchestrate how organizations serve customers from the point of interaction to the point of delivery.
Aspect Partners with Lithium
The deal leads to a cloud-based offering purpose built for the contact center with social engagements supported by Aspect's unified platform for interaction management and workforce optimization.
Contact Centers Are a Growing Industry
A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
Aspect Releases Updated WFM Product
Workforce Management 7.5 addresses companies' growing deployment of virtual agents and enhances employee working environments with streamlined scheduling.
Aspect Software Extends the Unified IP 7 Platform
Unified IP 7.1 includes new capability for compliance in proactive outbound outreach to mobile customers.
Aspect Releases Mobile Workforce Management Solution
The application provides anytime, anywhere access to operational metrics, agent schedules, and exception management.
The 2012 Service Leaders
IVR Market to Reach $2.78 Billion by 2017
A new report from GIA identifies a greater use among SMB, innovative pricing strategies, technological advances, and open-standards development as the key drivers of growth.
The 2011 Service Leaders
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Unified Communications Slow to Make Its Presence Felt
A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.
Aspect Software Beefs Up Quality Monitoring
Pundits say the company's latest release tightens competition in the QM space.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Workforce Management Market Set to Double
According to new research from Pelorus Group, the market will jump from $268 million to $533 million by 2014.
Avaya Takes a Fresh Look at the Midmarket
Industry pundits say the latest initiatives will help the company play catch-up.
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Is Workforce Optimization Recession-Proof?
A new study finds WFO had a very good 2008, despite the economic downturn.
Aspect Unveils 6 New UC Applications
New unified communication offerings are geared to help companies cut costs while improving customer service.
Where's My Software Bailout?
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
Aspect Takes AIM at Bolstering PerformanceEdge
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
Few Changes in Gartner Magic Quadrant on Contact Center Infrastructure
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
Aspect Wants You to Ask an Expert
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Voxeo Acquires VoiceObjects
The voice platform vendor helps itself to a portfolio of self-service applications.
Nice and Verint Remain the Forces in Workforce Optimization
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.
Customer Demand Drives Gartner Workforce Optimization Magic Quadrant
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
The High Quality of Quality Management
New solutions continue to make an impact inside and outside the contact center.
Tellme Shouts Out a New Aspect to Contact Center Offerings
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Perpetuating a Complete Agent Life Cycle
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Aspect Software Acquires BlueNote Networks
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Performance Management Requires Process Improvement
Contact center performance management isn't about measuring flaws -- it's about fixing them.
Believe the Hype about Hosted Contact Centers
After years of build-up, how much longer should we wait for the market to mature?
All Talk
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
For Contact Center Infrastructure, Hosting Becomes the Life of the Party
A new study from DMG Consulting finds the market will rapidly expand, with 30 to 35 percent of all new contact center seats being hosted by 2011.
Microsoft and Nuance Get Muted By Gartner Magic Quadrant for IVR
The two vendors are removed from contention in the research firm's latest assessment of the interactive voice response marketplace.
Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
The 2008 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2008 CRM Service Awards: Elite -- Introduction
These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.
The 2008 CRM Service Awards: Elite -- International Cruise & Excursions
International Cruise & Excursions sails into workforce management with Aspect Software.
The 2008 CRM Service Awards: Workforce Optimization Suite
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
Most Web Visitors Can't Get the Help They Need
A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Want Customer Loyalty? Improve Customer Experience First.
Recent reports from Forrester find an increasing emphasis on customer experience -- and a payoff in terms of customer retention.
UC Gets Green, IBM Gets Sci-Fi -- and Al Gore Materializes
VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
No VoIP? No Problem.
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
Avaya, Microsoft Ask If You See the Future in UC
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Kana and IBM Team Up for New Customer Experience Solutions
Expanding an existing partnership, the companies are expecting services-oriented architecture to help foster "seamless" customer-service integration.
Bringing the Customer Aboard the Unified Communications Bandwagon
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Speech Self-Service a Top Priority in 2008
Companies are beginning to see the technology as an essential part of customer service strategy.
Aspect Offers More Localization and Capabilities for '08
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Speak Up!
11 strategies to ensure that you're hearing your customers loud and clear.
Checking the Pulse of the Contact Center
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Tech Solution: Workforce Management Solutions
Business Problem: Managers cannot staff and manage their contact centers effectively.
Double-Digit CRM Growth -- But Double-Digit Failures and Double-Digit License Limbo, Too
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
Gartner Restores a Leader to Its Magic Quadrant for Contact Center Infrastructure
Interactive Intelligence moves back into the top quadrant, joining Aspect, Avaya, Cisco, Genesys, and Nortel.
Doubling Down on Quality Management
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
Speech Is All the Talk
Analysts will likely be less forgiving of WFO vendors that ignore speech technology in the future.
THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
The 2007 Service Elite
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
Intensive Care
Learn these WFM lessons to breed the best contact center forecasting, scheduling, and managing efforts.
QM Saunters to Continued Uptake
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
Gartner Eyes IVR and EVP Vendors
Magic Quadrant findings ping Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leading the sector; reduced complexity and tight integration are hallmarks of advancement.
Fixed Dialing
Telemarketers taking the ostrich approach to DNC compliance is a nonstarter for enterprises. Refresh marketing initiatives to ensure that the rules are followed and reach your target audience more effectively.
The Ring Dynasty: China's Contact Center Market Intensifies
The country's vast population and growing economy are just two of the reasons for the expected uptake.
QM: The Upswing Continues
The billion-dollar market is expected to continue its growth streak thanks in large part to innovation, solutions' ability to address specific contact center issues, and the abundance of best practices.
Intervoice Adds Nuasis Assets to Its Product Arsenal
The IVR and speech app specialist looks to IP contact center functionality to help it compete more effectively in the general contact center space.
High Performance
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
Product Roundup: SpeechTEK 2006
Aspect Software readies CSS 7.2; TuVox launches OnDemand 6.0; OpenMethods adds tools to the open source voice toolkit; and more.
Aspect and Witness Up the WFM Ante
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Aspect's Workforce Optimization Puzzle: The Final Piece
The acquisition of a quality management provider signals that the game is on against other workforce optimization companies.
Full Suite Versus Best of Breed
A close look at CRM's third annual Service Leader awards issue reveals that in some areas, the age-old debate is being resolved.
The 2006 Service Elite Awards
Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.
The 2006 Service Leader Awards, Part 1
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Gartner Slots Contact Center Infrastructure Vendors
The market is expected to become more integrated and to reflect more specific differentiating business objectives.
Aspect Answers the On-Demand Call
Its new suite version extends contact center prowess to small businesses through hosting.
Aspect's Facelift
The new company must balance rationalizing its overlapping functionality with retaining and attracting new customers.
November 18, 2005
Salesforce reports a record third quarter; RightNow offers Siebel users an alternative; and more.
Avoiding the Speech Rec. Wreck
Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
September 27, 2005
Concerto and Aspect seal the deal; SAP teams with IBM and Siemens for new analytics tools; and more.
August 19, 2005
Salesforce.com shows record fiscal results; ClientLogic strengthens its Latin American presence; Baseline Consulting hires a new senior manager; and more.
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