"By developing and deploying contact center products and services, maintaining strategic partnerships with channel partners, and adopting an acquisition strategy to create a complete contact center offering, Aspect Software has emerged as a major player in the Asia Pacific contact centre market registering strong year-on-year growth in 2005", says Frost & Sullivan industry analyst Shivanu Shukla. "The company continues to increase its alliances and channel partner network in the region to reach its customers and meet their needs more effectively."
The Aspect Software product and service offerings in the Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), dialer, and workforce management space saw a growth of 20.4, 21.4, 27.0, and 20.7 percent respectively, as per the statement issued by the company.
Aspect Software is currently expanding its focus on the hosted contact center space by offering products, like Aspect EnsemblePro, that enable multi-tenancy functionality. The company has secured a contract with Telstra in Australia and is looking to develop partnerships with other service providers in New Zealand, the Philippines and India, notes Frost and Sullivan.
The company continues to set itself apart by not only offering the best contact center products, but also by emphasising its service offerings, professional, educational and technical. The Aspect Software 'go-to-market' strategy in Asia Pac has been the effective use of this approach, focusing on medium-to-large contact centers with 200 seats and above. This is in line with its target industries such as telecommunications; transportation, financial services, healthcare, airline, retail, government, utilities, insurance, travel, telemarketing, and entertainment, analysts at Frost and Sullivan were quotes to have said.
The Aspect Software unified offering, Aspect EnsemblePro, has seen a great deal of interest in emerging markets such as Thailand and South Korea, particularly in greenfield sites. In addition, the company’s products in the ACD space, namely Aspect Spectrum ACD, Aspect CallCenter ACD, as well as its Aspect Customer Self Service voice portal product, have seen rapid adoption in countries where contact centers are expanding, such as India, China, Thailand and the Philippines. The Aspect Software Contact Center Performance Optimisation line of products, such as Aspect eWorkforce Management and Aspect Quality Management have also been successful in countries like India, Australia and Japan, the company said.
"Adopting an aggressive marketing focus on key industry verticals, channel expansions, and a unified solution strategy, Aspect Software managed to grow its business in Asia-Pacific by 23.8 percent in 2005," notes Shukla. “It also remained one of the major vendors in the workforce management segment.”
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