Aspect Earns Metrigy's 2026 MetriStar Top Provider Award for Workforce Engagement Management Suites

Aspect posts the highest business success score of any provider in the study and ranks second in overall customer sentiment, outperforming the average on every metric tracked

DENVER--(BUSINESS WIRE)--Aspect Software topped every provider in Metrigy's 2026 WEM Suites study on business success, scoring 29 points above the next-nearest company, and has earned the firm's MetriStar Top Provider Award for Workforce Engagement Management (WEM) Suites. The recognition is based on direct customer ratings and quantitative metrics that correlate the use of a vendor's products and services with measurable business success. That approach makes it one of the most rigorous, evidence-based recognitions in the category.

Aspect posted an overall business success score of 414, the highest of any company and a full 29 points above the next-nearest provider and well ahead of the 309 average. Aspect ranked first in both employee efficiency improvement and cost reduction (each at 114 points), second in driving CSAT improvements, and third in revenue growth. The results underscore Aspect customers' ability to realize significant returns on their WEM investments.

"This award reflects what our customers experience every day: measurable results from a single, AI-forward platform," said Jeff Kupietzky, CEO of Aspect Software. "Earning the highest business success score in the study, while also earning top marks across the board for customer sentiment, validates the strategy we've set. We're helping enterprises coordinate their entire workforce, human and digital, with the clarity and control modern operations demand."

Aspect also ranked second in overall customer sentiment with a score of 8.44 and was one of only two providers to receive above-average scores across every category measured, a rare achievement across all MetriStar technologies Metrigy tracks. It also placed among the top three for improved supervisor efficiency (8.63) and technical features (8.50).

"Aspect ranked above average on every business success metric measured this year, as well as across the board for customer sentiment," said Layne Haaksma, Senior Research Analyst at Metrigy. "This dual achievement highlights the strength of Aspect's natively cohesive, AI-forward technology, solidifying its reputation as a leader in the WEM space. Its number one standing on business success, with an exceptional score of 414, leaves no question that its customers are realizing significant, industry-leading gains."

An Integrated, AI-Forward WEM Suite

By bridging the gap between contact center interactions and workforce engagement, Aspect enables organizations to streamline everything from advanced forecasting and scheduling to AI-driven quality management, all without the pain of siloed applications. Key capabilities recognized in the study include:

• Workforce management: Advanced predictive forecasting, intelligent shift scheduling, and real-time intraday adherence tracking align staffing with changing interaction volumes, while giving agents mobile-friendly, self-service scheduling flexibility.
• AI-powered quality management: Synchronized call and screen recordings paired with AI-powered scorecards automatically evaluate interactions, helping supervisors quickly identify performance gaps, deliver targeted feedback, and build personalized coaching plans. Metrigy research shows companies using AI-powered quality management save supervisors 11.9 hours per week on average.
• Interaction analytics: Aspect evaluates 100% of voice and digital interactions, using AI to analyze customer sentiment, track key phrases, and surface emerging conversation trends. This positions customers to capitalize on what Metrigy identifies as the highest-growth area for AI-for-CX applications in 2026.

"For IT and CX leaders seeking a unified architecture that natively pairs contact center infrastructure with sophisticated, high-ROI workforce engagement tools, Aspect is a top solution provider to consider," Metrigy noted in its assessment.

Metrigy conducted its global Customer Experience MetriCast 2026 research study from March to April 2026, surveying 1,437 CX leaders from organizations across 10 countries in three regions. Of 18 WEM suite providers evaluated, 14 received enough ratings to be counted individually. Download the report.

About Aspect Software

Aspect Software is an AI-powered workforce intelligence company that helps the world's largest enterprises optimize how work gets done. Through its Aspect Intelligence™ platform, the company unifies forecasting, scheduling, performance management, and real-time operational decision-making into a single intelligent system, enabling organizations to coordinate their entire workforce, human and digital, with clarity and control. Backed by decades of deep domain expertise and trusted by leading brands across financial services, healthcare and telecommunications, Aspect is redefining what workforce management looks like in the age of AI.

About Metrigy

Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of artificial intelligence, customer experience, and workplace collaboration, along with several related technologies, including knowledge management, security, and workforce engagement management. Metrigy conducts research with business leaders, consumers, and technology vendors, delivering strategic guidance backed by primary research metrics, indexes, and analysis.