Aspect Software Strengths, Domain Expertise, and Key Differentiators
Aspect Via is a one-of-a-kind customer engagement platform that covers all the customer service bases while taking full advantage of Amazon Web Service (AWS) cloud services and infrastructure. The Aspect Via platform approach eliminates the headaches and costs of maintaining traditional, loosely coupled contact center point solutions for your call center, self-service/IVR, and workforce management needs.
Aspect’s Call Center software helps deliver a seamless experience across every channel and every touchpoint without missing a beat whether in the cloud or on-premises. From mobile and IVR self-service to agent-assisted conversations. From inbound and outbound voice, email, SMS, chat, and social. All while leveraging customer profiles and preferences to drive personalized interactions. Aspect Workforce optimization solutions increase productivity for millions of agents worldwide while enhancing their work lives every day – from real-time coaching to managing their schedules via smartphones with ease.
Aspect Software Recent Developments
In 2019, Aspect Software announced Aspect® Unified IP® Infinity, a multi-year program designed to help customers protect their investment, reduce infrastructure burden, and ensure ongoing security and compliance for Aspect Unified IP deployments. This program entitles customers to the upcoming Aspect Unified IP 7.4 release and planned roadmap updates.
In May 2018, Aspect Software unveiled the released Aspect CXP 18. The latest iteration of CXP includes enhanced features for chatbot developers that make it easier for companies to meet the consumer demand for sophisticated digital self-service. Aspect CXP 18 is designed to create dynamic self-service applications that enable frictionless customer-company interactions across any and all interactive voice response (IVR) and digital self-service channels. In the same period, Aspect Software has launched the Aspect AI Assistant Suite, a set of end-to-end applications that automate omnichannel self-service and two-way communication between businesses and consumers and leverage artificial intelligence techniques such as natural language understanding (NLU) chatbots and voice bots. The first solutions, available under the Aspect Patient Engagement umbrella, address the challenges for healthcare providers to improve patient experience mandates under the Affordable Care Act while also reducing costs. These solutions include the Appointment Assistant and Health Assistant, both of which feature optional integration with Epic electronic health record systems and customized templates based on each patient's situation to deliver personalized health coaching and access to wellness programs and services. The solutions help healthcare providers reduce no-shows, produce better outcomes, increase revenue, maintain their patient bases, and support critical healthcare initiatives.
Aspect Software Mergers and acquisitions (M&A) Activities
In February 2019, Vector Capital, a private equity firm specializing in transformational investments in established technology businesses completed the acquisition of Aspect Software, Inc., a provider of fully integrated customer engagement, workforce optimization, and self-service omnichannel solutions. Under the terms of the agreement, Vector Capital will invest more than $100 million of equity capital in Aspect’s business to support existing lending and provide a new credit option. The acquisition underscores how transformative technologies like conversational commerce are changing the fundamentals of contact center operations. Aspect has a proven legacy in customer engagement solutions including a bot platform that works in conjunction with a natural language understanding (NLU) platform for customer interactions and a goal to help agents do their jobs better. Customers include Radisson Blu Edwardian, City of Mesa, Overstock, and Lidl UK. With the acquisition, Vector Capital is investing in how next-generation contact centers improve customer engagement with conversational, self-service tools as well as emphasizing how agents help organizations with a focus on higher-value, customer-centric activities.
Aspect Software Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Aspect Software applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Aspect Software and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Aspect Cloud, Aspect Via, Aspect Unified IP, Aspect Hosted, Aspect RTC, Platform Proactive Engagement Suite customers.
Aspect Software Overview
Ownership: - x
Number of Employees: 2100
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Aspect Software Key Cloud and HCM Applications
Aspect Cloud, Aspect Via, Aspect Unified IP, Aspect Hosted, Aspect RTC, Platform Proactive Engagement Suite
Aspect Software HCM and Cloud HCM Applications Revenues, $M:
|Type/Year||2018||2019||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|HCM Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud HCM Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Aspect Software Revenue Breakdown by Type:
|Type||License||Services||Hardware||Support & Maintenance||SaaS|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe|
Aspect Software HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets
2019 HCM Revenues, By Sub-Functional Markets, $M
Aspect Software HCM Applications Revenues By Verticals, $M:
Aspect Software Total and HCM Applications Revenues by Region:
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Aspect Software Direct vs Indirect sales
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Aspect Software Customers - Breakdown by Geo, Size, Vertical and Product
No. of Aspect Software Customers: 2200
No. of Aspect Software HCM Applications Customers: x
No. of Aspect Software Cloud HCM Customers: 2200
No. of Aspect Software Cloud HCM Subscribers: 1500000
Aspect has more than 2,200 customers in more than 80 countries and its products currently support approximately 1.5 million contact center agent seats managing over 100 million customer interactions daily. Aspect customers include Trupanion, Southwest Airlines, BT, American Airlines, American Express, British Airways, British Gas, Citigroup, Computer Sciences Corp., Discover Financial Services, FedEx, General Electric, Hilton Reservations Worldwide, JC Penney, Lands' End, Lloyds TSB, Southwest Airlines, The Royal Bank of Scotland, Verizon Wireless, U.S. Airways, VW Credit, and Wipro.
Aspect Software Market Opportunities, M&A and Geo Expansions
In November 2018, Aspect Workforce Management integrated with Amazon Connect. The integration gives Amazon Connect users all the advantages of Aspect’s market-leading workforce management solution including accurate labor forecasting, flexible staff scheduling, intra-day performance tracking, and a wide range of insightful staffing reports. Aspect’s Amazon Connect integrations extend the cloud-based contact center functionality provided by Amazon Connect with popular services and solutions from AWS Partner Network (APN) members. They are designed to be seamless and can quickly be deployed in a few simple steps.
Aspect Software Risks and Challenges
Aspect Software’s migration to the Cloud is a work in progress. Cloud hosting and managed services revenues now represent about 10% of its sales.
Aspect entered into Chapter 11 bankruptcy in March 2016 with restructuring plans to slash its debt load by more than $300 million.
Aspect Software Ecosystem, Partners, Resellers and SI
Aspect Software partnered with Intradiem, the leader in real-time workforce automation solutions. The partnership will pair best-of-breed workforce optimization with best of breed real-time automation for enterprise customers operating the world’s largest contact centers.
In October 2018, Aspect Software presented Telarus as a global Master Agent channel partner. Telarus’s partnerships with 4,500 subagents - smaller technology consultants and providers who have deep relationships with their customers - will increase Aspect’s opportunity pipeline and help the company build senior-level executive connections with end-customers. This partnership with Telarus is an incredible growth opportunity for Aspect and, along with the Aspect Via Reseller Program announced earlier this year, represents the successes of the company’s aggressive channel strategy.
Aspect Software Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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