New cloud contact center capabilities strengthen Aspect’s market position

Aphrodite Brinsmead, Senior Analyst, Customer Engagement

At its industry analyst conference in Phoenix, Arizona in January 2014, Aspect proudly discussed its newly refocused business. Two years ago the vendor was working closely with Microsoft and struggling to gain new business in a saturated contact center infrastructure market. However, Aspect begins 2014 with new products, strong financials for 2013, and a positive growth forecast.

The strategic acquisitions it made in 2013 have helped Aspect get back on track. Most significantly, the decision to acquire Voxeo in July 2013 and take on some of its business practices means that the company is now better poised to respond to enterprises’ demands for multichannel capabilities, analytics, and flexibility in deployment options.

The Voxeo acquisition changes everything

The Voxeo acquisition appears to have been the turning point in securing Aspect’s future success. Aspect gained a robust IVR solution, cloud expertize, and new data centers …