Respected Industry Analyst and Renowned Author to Deliver Keynotes at Aspect Customer Experience 2008

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Event Offers Networking, Idea Exchange and More Than 130 Breakout Sessions in English and Spanish

Aspect Software, Inc., the world’s largest company solely focused on the contact center, today announced that Keith Dawson, senior analyst for Frost & Sullivan, and Scott Ginsberg, author and publisher, will both deliver keynote addresses at its Aspect Customer Experience (ACE) 2008. ACE, taking place at the Hyatt Regency in Atlanta, Georgia 9-12 March 2008, is hosted by Aspect Software and the Aspect Software User Group Association (ASUGA).

ACE has become a leading international forum to discuss strategies for bringing positive change to the contact center, and addresses topics that affect an organization’s collections, customer service, and sales and telemarketing operations on a daily basis. The annual event attracts executives from small, medium and large enterprises alike seeking ways to balance customers’ demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

“The Aspect Customer Experience is an ideal environment for people to learn from their colleagues’ challenges and successes, exchange innovative ideas with their peers, and collaborate with industry experts,” said Melody Cespedes, president, ASUGA board. “We are honored to have Scott Ginsberg and Keith Dawson delivering the keynote addresses at this year’s event. They will provide insight into business success strategies relating to contact centers, and will set the stage for a terrific conference.”

Keith Dawson is a senior analyst for Frost & Sullivan and an authority on call centers and the management of customer care technology. Mr. Dawson has written thousands of articles and several definitive books, including the Call Center Handbook. Formerly an editor for Call Center Magazine, Mr. Dawson today focuses on the customer experience: how it is measured and whether companies are using the contact center to manage that experience to their advantage. Mr. Dawson will address unified communications trends and strategies for the contact center and will share his insight on the overall contact center market.

Scott Ginsberg, “The Authority on Approachability,” carries the distinction of being the only person in the world who wears a nametag 24x7. He is the author of seven business books, publisher of thousands of articles, creator of award-winning Web sites and blogs, and has been inducted into “Ripley’s Believe it Or Not!”

The ACE 2008 conference will feature breakout sessions with more than 130 Aspect Software-, customer-, and consultant-led sessions in English and Spanish. Attendees will learn best practices from other users on key contact center topics, such as managing at-home agents to improve customer service and agent morale, incorporating the contact center in a unified communications strategy, applying performance optimization solutions to increase service levels and create consistent customer experiences, and moving to an IP contact center to leverage the benefits of increased flexibility.

Attendees will also learn about the latest product offerings from Aspect Software and how they can use those products to meet their strategic customer contact objectives. Roundtable discussions will allow conference attendees to exchange ideas on contact center best practices.

ACE 2008 is being sponsored by the following leading companies:

  • 3Com
  • AudioCodes
  • Bay Bridge Decision Technologies
  • CallMiner
  • Contact Center World
  • IQ Services
  • Intuit Consulting Services
  • Microsoft
  • Nuance
  • OpenSpan, Inc.
  • Oracle
  • Society of Workforce Planning Professionals (SWPP)
  • Softcom Technologies
  • Symon Communications

To learn more about the ACE 2008 conference, or to register to attend, please visit

About Aspect Software
Aspect Software, Inc. founded the contact center industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry’s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching an eLearning applications. And, the company’s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit .

Aspect, Unified IP, PerformanceEdge and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.


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