microsoft and aspect, transforming customer contact management
TRANSCRIPT
MICROSOFT AND ASPECT,
TRANSFORMING CUSTOMER
CONTACT MANAGEMENT
Ian Smith
Principal Consultant
©2011 Aspect Software, Inc. All rights reserved.
Aspect’s Viewpoint
©2009 Aspect Software, Inc. All rights reserved.
Aspect Alignment:
“Unified Communications is proven to deliver these objectives,
both within the Contact Centre and the wider Enterprise”
1. Unified Communications for the Contact Centre Applications
2. Enterprise Unified Communications &
Collaboration Strategy & Delivery Services
Organisation Objectives:
1. Customer Service Remains a Board Level Objective
• Remains the most effective way of differentiating,
growing and retaining business
2. Cost Reduction Remains a CIO Level Objective
• Greening and Total Cost of Ownership Reduction
Why Listen #1
Inbound3 Workforce Management4 Outbound5
Aspect 31.5%
Nice 27.5%
Verint 20.7%
GMT 5.5% Others 14.8%
Siemens 12%
Aspect 29%
Avaya 14%
Alcatel/Genesys 16%
Amcat 7%
Others 22%
1Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide” by D. Kraus, S. Blood, G. Johnson, et al. November 18, 2008. 2Datamonitor, “Business Trends: Contact Center Investments in Developed Markets (Customer Focus)”, September 20083Datamonitor – May 2009: Market Share Insight: The Contact Center Universe (Inbound Software)4The Pelorus Group – July 2009: 2009 World Contact Center Workforce Management Systems Market5Datamonitor – May 2009: Market Share Insight: The Contact Center Universe (Outbound)
Analyst View: Aspect Dominates the Contact Centre Space
o Leadership position in all core technologies
o Consistently In Leaders Quadrant for Magic Quadrant1
o Rated Most Trusted Workforce Optimization Technology Provider2
Aspect 9%
Avaya 27%
Alcatel/Genesys 14%
Cisco 10%
Mitel 5%
Nortel 13%
Others 22%
©2011 Aspect Software, Inc. All rights reserved.
• Customer View: Aspect Consistently Accolades
• Independent Surveys conducted by Nemertes with 1400 Customers
• 10 Categories including Call Centre, Optimisation, IP Telephony, Web Conferencing and Unified Communications
Why Listen #2
©2011 Aspect Software, Inc. All rights reserved.
2009 Nemertes IPCC Award 2010 Nemertes IPCC Award
Why Listen #3
©2011 Aspect Software, Inc. All rights reserved.
• March 2008: Microsoft and Aspect join forces
• Aspect becomes a Microsoft Equity Partner &‘Go To’ Partner for Contact Centre Solutions
• Microsoft and Aspect launch integrated solutionsbased on Aspect Unified IP & Microsoft Lync
• October 2008: Aspect Unified Communications Practice
• UC Strategy, Planning, Implementation & Integration Services
• Aspect becomes 3rd Largest Global Microsoft UC Voice SI
• January 2010: Aspect forms Microsoft Professional Services
• Expands Unified Communications & Collaborationresources by a further 250
Your Customers are Changing the Game
CollaborationCentre
UNIFIED COMMUNICATIONS AND COLLABORATION
Enterprise 2.0Real-time Communications
Social SoftwareCommunitiesReaching OutReaching In
Consumer 2.0Blogs
Social SitesCommunities
Traditional MediaWeb Portals
©2011 Aspect Software, Inc. All rights reserved.
Today’s Collaboration Centre
©2011 Aspect Software, Inc. All rights reserved.
Intelligent Customer
Collaboration
Social Communities
Multi Channel Contact
Customer Self Service
Portal
Dynamic Analytics
Workforce Optimization
3 Key Things You Need to Know About Aspect & Microsoft
Enterprise Class Next Generation Collaboration Centre Solution
New Level of Agent Empowerment with UC
Next Generation Collaboration Centre Solution for All
©2011 Aspect Software, Inc. All rights reserved.
Aspect Deliver:
#1: An Enterprise Class Next-Generation Collaboration Centre
©2011 Aspect Software, Inc. All rights reserved.
Social Networking
Insight & Action
GenesysCTI
SyntellectIVR
Workflow,Web Chat,IM & SMS
AspectConversations
Dialler
Kana eMailManagement
Cisco ICM/ Genesys
CIM
Verint Call Recording
Today’s Contact Centre
©2011 Aspect Software, Inc. All rights reserved.
Aspect CallCenter& Spectrum
(6 x 400 seats)
• Complex Administration• Complex & Limited Reporting• Inflexible, Costly & Frustrating to Manage• Limited Multi-channel customer experience
Aspect®
Workforce Management
Social Networking
Insight & Action
GenesysCTI
SyntellectIVR
Workflow,Web Chat,IM & SMS
AspectConversations
Dialler
Kana eMailManagement
Cisco ICM/ Genesys
CIM
Verint Call Recording
Next Generation Collaboration Centre: Aspect® Unified IP® 7
©2011 Aspect Software, Inc. All rights reserved.
Unified Command & Control Administration, Reporting &
Performance Management
Aspect®
Unified IP® 7(Clone or Test)
Aspect®
Unified IP® 7(Production)
Aspect®
CallCenter® ACD(s)(during migration)
Aspect CallCenter& Spectrum
(6 x 400 seats)
Aspect®
Unified IP® 7(Disaster Recovery)
New Agent
• Complex Administration• Complex & Limited Reporting• Inflexible, Costly & Frustrating to Manage• Limited Multi-channel customer experience
Aspect®
Workforce Management
Aspect & Microsoft Deliver:
#2: A New Level of Agent Empowerment
©2011 Aspect Software, Inc. All rights reserved.
Aspect® Unified IP® 7 Unified Agent Desktop
©2011 Aspect Software, Inc. All rights reserved.
• Access to IM, Presence & Collaboration
• Handle non-contact centre calls from Microsoft® Lync™
• “Find the expert” with search from Microsoft® SharePoint®
• “Ask the expert” usingMicrosoft® Lync™
Unified Communications Application: Ask an Expert
©2009 Aspect Software, Inc. All rights reserved.
Contact Centre Agent
Customer
InstantMessage
Expert
Expert
Aspect & Microsoft Deliver:
#3: A Next Generation Solution for All
©2011 Aspect Software, Inc. All rights reserved.
Introducing Aspect® Contact 2011®
©2011 Aspect Software, Inc. All rights reserved.
• Next Generation Collaboration for SME Contact Centres (<100 seats)
• Architected on
• Launching in April 2011
• Value-priced, turn key solution
Need >100 agents/Don’t want Lync?
Then use Aspect® Unified IP® 7
Interested in Finding out More?
©2011 Aspect Software, Inc. All rights reserved.
CollaborationCentre
• Please visit us on Stand 813 in the Microsoft Partner Village
