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Aspect's omni-channel approach secures leadership in Frost & Sullivan 2015 report

AvantiKumar | Oct. 22, 2015
Omni-channel includes reaching out to customers via social media, said Aspect Software's David Toh.

David Toh_Aspect

Photo - David Toh, Sales Director for Indonesia & Malaysia, Aspect Software.


Contact centre and cloud solutions firm Aspect Software's omni-channel approach has helped secure a leadership position in the Champions quadrant in Frost & Sullivan's Industry Quotient Matrix 2015 Contact Center Outbound Systems Vendors report.

According to the report, which evaluated six major solution vendors in the Asia-Pacific region to identify their position on the Frost IQ matrix, Aspect Software (Aspect) has continued to empower the entire customer interaction process with predictive dialling technology using sophisticated algorithms, Aspect's flagship Aspect Unified IP was also improving contact centre efficiency and enriching the customer experience.

 The key criteria used to evaluate the position of service providers on the matrix were market share, product/service strategy, people and skills strategy, ecosystem strategy and business strategy.

David Toh, sales director for Indonesia & Malaysia, Aspect Software, said: "Social media is a big trend in Malaysia with almost 35 percent of the population signed on as Facebook users in 2014. Reaching out to customers via social media is a strategy that is increasingly recognised by companies as vital for providing a holistic customer experience."

"With more channels being opened up, it can be challenging to provide customers a seamless experience," said Toh. "Omni-channel solutions help businesses provide a consistent brand message across all channels, as compared to multi-channel solutions where there is a lack of contextual handover."

"Businesses have been able to improve their overall customer engagement strategy through Aspect's Customer Experience Platform (CXP)," he said. "With consumers these days preferring to use self-service options to resolve their questions, companies will be able to address these queries quickly by increasing the number communication touch points while continuing to provide a seamless customer experience."

Extraordinary growth

Sanjay Gupta, managing director for South Asia & Middle East, Aspect Software, said, "This report demonstrates the confidence our customers and the market has with Aspect's best-in-class solutions that are enabling their consumer engagement strategies."

Krishna Baidya, head of Customer Contact Research, ICT Practice, Asia Pacific, said, "With its longevity in the marketplace, platform-agnostic approach, and comprehensive set of offerings, Aspect continues to enjoy enviable mindshare among contact centre decision makers. Extraordinary growth in Greater China, Australia and the key ASEAN markets has also helped Aspect further elevate its overall market share in outbound segment in Asia-Pacific up to 27.3 percent from 25 percent a year ago."


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