Friday, 16 November 2012 14:09

Locked and Loaded, Aspect Aims Toward the Future

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I have to admit I experienced creeping uncertainty when I got word about the management changes at Aspect a couple of months ago.  Not only were the new managers unfamiliar names, they were for the most part not from the communications industry and one of the new execs was an M&A guy.  Would Aspect be broken up and sold in pieces or was this going to be a wholesale sell-off to the highest bidder?

 

Turns out it won’t be any of those things if I can base my assessment of Aspect’s future on the words I heard from the new executive management team this week.  In a fairly atypical industry occurrence, Aspect executives gathered this week with a small group of analysts in an all day, no-holds-barred meeting to make clear the company’s commitment to corporate growth and industry influence in the future.  I left the meeting a believer.

 

When I say the meeting was no-holds-barred, I mean that the discussion was frank and honest, not peppered with the usual flowery marketing drivel.  Mistakes were made in the past and admitted to.  The much-hyped Aspect relationship with Microsoft was put into perspective and I finally understood where it fits into Aspect’s growth strategy.  While it makes sense from a market perspective, I hope Aspect tones down the marketing perspective.  Contact center professionals simply aren’t that enamored with Microsoft, at least not to the degree that some other industry professionals are.  Aspect’s relationship with Microsoft doesn’t do anything to win the heart and mind of the customer service professional.

 

What does win friends and influence people in the contact center industry are innovations in technology solutions that industry people know they need, like workforce optimization, mobility solutions and social media management tools.  Without giving away secrets, I’m convinced that Aspect is on the right track to win new friends.  To back up the talk, they’re walking the R & D walk with significant new investment in this area in dollars for both people and technology.  I see this level of commitment in product development as a strong proof point that Aspect as we know it is here to stay.

 

Financially, Aspect is in a relatively strong position.  Just this week they paid down another $50 million in debt leaving their outstanding debt, by order of magnitude, about a tenth of Avaya’s debt and around half of Genesys’ debt.  I discovered that Aspect’s new CFO is a fellow grad school alum, so that subjectively boosts my confidence in the company’s fiscal responsibility.

 

There are very few companies in the contact center industry that have the confidence to put their top executives in front of analysts to answer questions without a marketing or PR buffer.  Aspect is now part of this elite group and I believe the confidence Aspect has shown in itself will translate to strong and responsible growth for the company.  Aspect is well-positioned to meet the challenges that lie ahead.

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