FurstPerson has been recognized as the “Best Solution Provider for Agent Life-Cycle HR Software in the United States” among this market segment’s top competitors. In the recently released industry analyst report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies, Frost & Sullivan surveyed 311 customer care and contact center operations managers. FurstPerson emerged as a leader in agent life-cycle HR software, with 63 percent of surveyed U.S. contact center managers rating FurstPerson as the number-one brand among providers, compared to 25 percent for the runner up.

Among those who primarily use FurstPerson’s agent life-cycle software, 90 percent rated FurstPerson as the best brand in this category giving FurstPerson the top Frost Brand Performance Index score. Published by the Frost & Sullivan, a leading research and consulting firm, the report defines the category as “the software used to manage the agent life-cycle from pre-hire assessment, through hiring, training, and retention.”

This category is defined by Frost & Sullivan as the software used to manage the agent life-cycle from pre-hire assessment, to hiring, training, and retention. Frost & Sullivan surveyed 311 U.S. contact center managers and others who are involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services. A web-based survey methodology was used during March – April 2010.

The full report is available here. FurstPerson’s press release is available here.

“We’re honored to have been awarded the 2010 U.S. Contact Centers’ Choice Award for Best Solution Provider for Agent Life-Cycle HR Software based on Frost & Sullivan’s survey of end-users in contact center operations. This award is a result of our focus on defining our client’s contact center hiring challenges and working to help them resolve those challenges with our web-based assessment tools and focused consulting efforts. We’re privileged to partner with so many great organizations and people”, said Jeff Furst, President and CEO of FurstPerson.