Infotech Lead America: Aspect Software leads the outbound dialer systems market in North America, according to Frost & Sullivan.
Frost & Sullivan says Aspect Software seized the top market position in 2010 from Avaya and increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
“Aspect continues to make admirable headway in a tough market, edging out established premise-based rivals as well as vendors providing hosted offerings,” said Frost & Sullivan Research Analyst Nancy Jamison. “In addition to bolstering its presence in the more traditional outbound debt collection vertical, the company developed targeted solution packages to make it easier to deploy the more complex and multifaceted outbound applications in new verticals.”
Frost & Sullivan says Aspect’s strength lies in blending integrated inbound and outbound solutions with other functions, as well as with unified communications (UC).
Since its outbound dialer is integrated within its unified IP contact center platform, Aspect’s solution has the ability to coordinate multimedia, proactive, and reactive blended campaigns that encompass dialing functions and broader enterprise applications.
This flexibility allows Aspect to leverage its experience in more traditional outbound vertical markets, such as Accounts Receivable Market (ARM), and apply those design principals to packaged solutions in less traditional outbound verticals including travel, healthcare, pharmaceuticals and retail. As a result, Aspect has a distinct advantage in an economy where companies are holding back on capital equipment purchases.
One of the key factors in the outbound dialer market’s decline is smaller and delayed budgets, as companies focus on how to do more with less.
Customers are looking to vendors for flexible solutions that align with new rules based on government regulations on how and when consumers should be contacted. Aspect’s targeted solutions for collections, such as Unified Outreach and Streamlined Collections, make it an attractive option. Designed to automate early-stage collections, these applications provide more effective delinquent account targeting.