Frost & Sullivan: Aspect Software beats out Avaya for pole position in outbound dialer market

Aspect launches platform to integrate social media with contact center operations

Aspect Software, a contact center software firm, took 22.7 percent of the declining outbound dialer market in 2012, beating out Avaya for the top spot, according to the latest research from Frost & Sullivan.

Aspect's outbound dialer is integrated with its unified IP contact center platform, enabling it to coordinate multimedia, proactive and reactive blended campaigns that include dialing functions and enterprise applications, Frost noted.

"One of the key factors in the outbound dialer market's decline is smaller and delayed budgets, as companies focus on how to do more with less. Even one area benefiting from this dynamic--collections--faces increased government oversight and regulation," explained Nancy Jamison, Frost & Sullivan research analyst.

To gain market share in a declining market, Aspect is leveraging its unified communications (UC) tools, such as instant messaging and presence, as well as Microsoft's (Nasdaq: MSFT) Lync UC platform to improve the functions of its dialing applications, Frost explained.

To further bolster its contact center platform, Aspect announced an equity partnership with eg solutions, a U.K.-based back office optimization software and services provider. The agreement also provides Aspect with exclusive distribution rights for eg's products and services in the Western Hemisphere and the Asia-Pacific region and formalizes a partnership for both companies in Europe, the Middle East and Africa, the company said.

"As the number of back office workers continues to grow in organizations, managers are being asked to improve productivity, cut costs, optimize employee utilization and reduce risk, while at the same time improve the customer experience. Back office workforce optimization (WFO) suites have emerged in the last two years to assist enterprises with this challenge," commented Donna Fluss, contact center/back office industry analyst at DMG Consulting.

Last month, Aspect also announced a partnership with Lithium Technologies to provide a cloud-based product that integrates corporate interactions with customers on Facebook, Twitter, blogs and online communities with the contact center operations.

The product is designed to meet enterprise demand for better coordination of social media and contact center operations. A full 58 percent of customer service decision makers identified management of social media inquiries as their top challenge, according to a recent poll by Forrester on behalf of Aspect.

Only 4 percent of marketers said they are "excellent" at measuring the impact of social media on company performance, with another 16 percent saying they do an "above average" job, according to a 2012 State of Social Media Marketing prepared by MarketingPros for Lithium.

For more:
- check out Frost and Sullivan's release
- see Aspect's releases on back office optimization and social media
- read the 2012 State of Social Media Marketing report

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