Thus, bringing a broader set of enterprise solutions to bear has been the crucial factor in Aspect's growth. Although the Aspect dialer can be sold as a standalone capability, the company has leverage UC and collaboration components – such as the use of Microsoft's Lync platform – to strongly enhance the functions of its dialing applications.
For instance, UC tools such as IM and presence enable agents to get answers for customers more quickly, once they become part of the call. Similarly, collaboration applications enable agents and supervisors to work more effectively at helping customers, and presence technology enables the agents to tap into "expert agents", who are subject matter experts not part of the contact center. This integration of functionality has enabled Aspect to position its contact center solutions as integral to a broader enterprise solution strategy.
In recognition of these factors that have made it the market share leader, Aspect is the worthy recipient of the 2012 North American Frost & Sullivan Award for Market Share Leadership in the outbound dialer systems market. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in capturing the highest market share within its industry. The award recognizes the company's leadership position within the industry in terms of revenues.
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