Aspect achieves highest analytics vendor scores

Company takes top honours in Datamonitor decision matrix

August 22, 2009

Company takes top honours in Datamonitor decision matrix

Aspect has announced it has achieved the highest score among all vendors for reporting within the Datamonitor Decision Matrix of Analytics Vendors.

“Organizations should utilize contact center analytics to make improvements in business processes and ensure that agents are able to meet customers’

service needs. Aspect delivers in this area by providing mature reporting and analytics solutions.” said Aphrodite Brinsmead, associate analyst, Datamonitor.

“The company has established itself as a leader for workforce optimization technologies, by offering comprehensive tools for reporting and workflow and alerts, in addition to its workforce management, logging and quality management solutions.”

The Datamonitor Decision Matrix is a summary of IT systems management vendors’ capabilities based on a quantitative assessment of their market impact and end user sentiment, as well as the technology features that they offer. It also explores the competitive dynamics within the contact center workforce optimization field and helps businesses select a vendor based on technology strength, reputation among customers, and impact in the market.