Aspect ties up with Servion

By ST Team   |   Wednesday, 30 August 2006, 07:00 Hrs
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BANGALORE: Aspect Software Inc, and Servion Global Solutions today announced that they have entered into a partnership to cater to the growing requirements of the regional contact center market. Under the terms of the agreement, Servion will distribute Aspect eWorkforce Management software in India.

This partnership combines the technological innovation and contact center focus of Aspect Software with Servion Global Solutions’ strong consultative capabilities in the customer interaction management industry, offering the best of both worlds to their joint customers.

Aspect eWorkforce Management, which is the market-leading workforce management solution, enables a contact center to plan, manage and optimize the performance of multiskilled, multichannel, multisite and outsourced staffing resources accurately and efficiently. This scalable suite utilizes industry-standard hardware and software and can integrate with all leading ACDs and predictive dialers to reduce operational complexity and cost. Its core component provides essential workforce management forecasting, scheduling and tracking functionality, while a set of fully integrated enhancement packages help fine-tune agent productivity, empower agents and supervisors, optimize overall performance and simplify the management of contact center workforces.

Commenting on the partnership, K. Balakrishnan, MD & CEO, Servion Global Solutions, said, “Our relationship with Aspect Software strengthens our ability to optimize customer communications for our clients. This agreement fortifies our commitment to offer a complete suite of contact center solutions. By deploying comprehensive, easy-to-use workforce management software from Aspect, contact centers can reap significant business benefits by maximizing agent productivity and performance.”

“The evolving contact center market demands that service providers offer the best product and act as true partners to help customers get optimum results,” said Pramod Ratwani, Vice President, Asia Pacific and Middle East, Aspect Software. “Servion’s consultancy expertise in workforce management will enhance the value we deliver to our customers, helping them to balance the demands of their own customers, contact center workforces and businesses.”

This year Aspect Software received the Growth Strategy Leadership Award for demonstrated leadership within the global workforce management market from industry analyst firm Frost & Sullivan. According to a recent Frost & Sullivan report, Aspect Software is the leader in the workforce management market, owning 32.2 percent of the market worldwide—an 11.6 percent greater share than the next largest workforce management vendor—and gaining the most share globally over competitors in 2005.

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