sko2012 microsoft breakout product overview mo final
DESCRIPTION
Aspect & MircosoftTRANSCRIPT
MICROSOFT BREAKOUT
SESSION
January 10, 2012
©2012 Aspect Software, Inc. All rights reserved.
Building Customer Relationships Leveraging a Combination of
Customer Contact Software and Microsoft Platforms / Services
©2012 Aspect Software, Inc. All rights reserved.2
Aspect/Microsoft Strategic Alliance
– Global strategic alliance executed
in March 2008 and mutually renewable
annually thereafter
– Ongoing collaboration on R&D, training, sales and marketing
– Aspect contributes next-generation customer contact solutions and Microsoft
contributes call center management and UCC platforms
– Shared vision for enabling enterprise communications
– Jointly marketing next-generation
customer contact solutions in
Aspect’s installed base and
beyond
– Strengthens both Aspect and
Microsoft against other unified
communications and contact
center offerings
©2012 Aspect Software, Inc. All rights reserved.3
4
Aspect Helps Complete the Microsoft UC Portfolio
©2012 Aspect Software, Inc. All rights reserved.
Why Contact Centers are important
─ Heart of the enterprise - Service,
Sales & Collections
─ 10% - 50% of available Lync seats at
B2C Fortune 500 companies can be
contact center seats
─ UC in the contact center is a new,
untapped growing opportunity
─ Eight million available global positions
─ Eliminates a deal blocker
─ Strategic decisions about unified
communications need to include the
contact center
100s of millions of customer transactions per company
©2012 Aspect Software, Inc. All rights reserved.5
v
Aspect Solutions Generate Significant Microsoft Pull-through
Media Server Lync 2010
Email Connectivity Exchange 2010 (SP1)
Authentication Active Directory
Web, Expert Search
and Content ManagementSharePoint 2010
Front Office Application Microsoft Dynamics CRM
Operating System Windows Server 2008 R2
Database SQL Server 2008
IVR FunctionalityWindows Workflow
Foundation
Agent and Supervisor
Applications Silverlight
Solutions
©2012 Aspect Software, Inc. All rights reserved.6
Aspect Offers Solutions for Small and Enterprise
Contact Centers
Enterprise Contact Center Solution
100 – 50,000 Seats
Significant Opportunity to Scale Lync BusinessNext-Generation Contact Center Platforms Built for Lync
SmallContact Center Solution
Up to 100 Seats
©2012 Aspect Software, Inc. All rights reserved.7
Significant Opportunity to Scale Lync Business
Next-Generation Contact Center Platforms Built
for Lync
Enterprise Class Contact Center Solution for Customer Service,
Collections, and Telesales
Ideal for Mission-Critical Contact Centers
Scales to Tens of Thousands of Seats
Ideal for Small Contact Centers and Help Desk
Scenarios
Up to 100 Seats
Aspect® Unified IP® 7 Aspect® Contact™ 2011
©2012 Aspect Software, Inc. All rights reserved.8
Solutions for the Contact Center
Aspect® Contact™ 2011
©2012 Aspect Software, Inc. All rights reserved.9
Small Contact Center Solution – The Opportunity
– IT Help Desks
– Small-Scale Sales,
Service and Support
Departments
– Corporate Departments
and Branch Offices
Clients wanting
to leverage
their Lync
strategies and
investments
Microsoft-centric
companies
Prospects
©2012 Aspect Software, Inc. All rights reserved.10
Aspect® Contact™
Streamline operationsand optimizecustomerinteractions
Best-in-Class CustomerContact Technology
• Multimedia routingand queuing
• Real-time andhistorical reporting
Best with Lync
• High quality voice,instant messagingand email integration
Turnkey Deployment/No Surprises
• Deploy within hours
• Easy to use, installand support
• Skill requirementson par with Lync
©2012 Aspect Software, Inc. All rights reserved.11
Aspect® Contact™
Of course, here is a link to the form you will
need abcfinancial.com/autopay
I’d like to set up an auto pay on my mortgage.
Can you help?
Hi this is Christina how can I help you today?
©2012 Aspect Software, Inc. All rights reserved.12
Aspect® Contact™ 2011
─ Solution Framework
─ Aspect® Unified IP® with Microsoft Lync 2010
─ Leverage Microsoft Lync 2010 as media server
─ System size: up to 100 seats
─ Capabilities
─ Inbound voice, click to dial for outbound, reporting, expert Search
─ Multimedia agent desktop fully integrated to Lync 2010
─ IM, expert resource presence, voice mail, auto attendant from
Microsoft Lync 2010
─ Deployment Model
─ Single server solution, virtualized using Hyper-V
─ Turnkey offering, pre-installed with images
─ Default provisioning rules built-in to enable ―turn on and use‖
©2012 Aspect Software, Inc. All rights reserved.13
─ Contact center agents are empowered
to IM supervisors, managers, and other
team members to increase service and
first call resolution
─ Receive incoming IM communications
from customers and partners
─ Use application sharing, desktop
sharing, conferencing and video from
Microsoft Lync to increase productivity
and service
Highly Flexible Interaction and Collaboration Experience
Leverage Lync within the Contact Center and the Enterprise
©2012 Aspect Software, Inc. All rights reserved.14
Highly Simplified Administrator UI Using Microsoft
©2012 Aspect Software, Inc. All rights reserved.15
©2012 Aspect Software, Inc. All rights reserved.16
©2012 Aspect Software, Inc. All rights reserved.17
©2012 Aspect Software, Inc. All rights reserved.18
Aspect® Contact™ 2011 Demo
©2012 Aspect Software, Inc. All rights reserved.19
Enterprise Contact Center Solution
Aspect® Unified IP®
>100 Seats
©2012 Aspect Software, Inc. All rights reserved.
Where are the Enterprise Contact Center Opportunities?
# of
Desktops
= >1,000
– Financial Services
(banking, mortgage)
– Healthcare (payers)
– Insurance
– Telco
– Outsourcers
– Retail
– Airlines/Travel
– Any large firm with a
collections group
Company
Size
(Revenue)
>=$1 Billion
Industries
©2012 Aspect Software, Inc. All rights reserved.21
Enterprise Contact Center ChallengeImprove Operational Results
©2012 Aspect Software, Inc. All rights reserved.22
Enterprise Contact Center ChallengeCreate differentiation to maintain competitive advantage
ISP’s/
Wireless
Carriers
Hotels Airlines Insurance
Banks/
Credit Issuers Healthcare Retail
Rx recall/ interaction
alerts
Disease Mgt Info
Insurance/ invoice
processing status
Enrollmentclaims
processing status
Claims
processing
status
Invoice
processing
status
Annual
enrollment
processing
New mobile
device/
billing
information
Service
activation
information
Technician
dispatch
Outage
information
Reservation/
Cancellation
confirmations
Upcoming
stay info
Post-Stay
Survey
Flight/Gate status
updates
Flight cancellation/
rebooking notification
Ticket purchase
confirmation
Emergency
Order
fulfillment
status
Return
processing
notification
Contextual
product
interest
notifications
Credit Card
/Mortgage
processing
status
Fraud
alerts
Overdraft
protection
notification
©2012 Aspect Software, Inc. All rights reserved.23
Enterprise Contact Center OpportunityUnite the enterprise with the contact center to meet new demands
©2012 Aspect Software, Inc. All rights reserved.24
Aspect® Unified IP® 7 - Enterprise Contact Center Solution
─ Greater than 100 contact center seats
─ Built for Lync
─ Multichannel
─ Proven + Reliable = 1,000+ deployments
─ Leverages Microsoft product platforms
─ Wide Range of Third Party Accolades and Awards
©2012 Aspect Software, Inc. All rights reserved.25
Aspect® Unified IP® 7Next Generation Enterprise Contact Center Solution
Aspect® Unified IP® 7
— Powers customer contact applications:
Seamless Customer Service™, Unified
Proactive Contact, Blended Interaction™
— Enables customer interactions across
channels
— Facilitates proactive contact
— Delivers seamless customer experience
from self service to live agent
— Unifies management, administration,
routing and reporting
— Extends to the enterprise with Unified
Communications and Collaboration
©2012 Aspect Software, Inc. All rights reserved.26
Aspect® Unified IP® 7Unified Command and Control® delivers visibility and control
Central management and administration
Enterprise
Routing
Enterprise
Campaign
Management
Enterprise
Administration
Enterprise
Reporting
©2012 Aspect Software, Inc. All rights reserved.27
Aspect® Unified IP 7®
Lync and SharePoint integration improves customer experience
– Access IM, Presence, Video, and
Collaboration capabilities in addition to
contact center functions
– Handle non-contact center calls from
Microsoft Lync within the same Unified
Agent Desktop
– ―Find the expert‖ with search from
Microsoft SharePoint 2010
©2012 Aspect Software, Inc. All rights reserved.
Uses Microsoft Lync and SharePoint
to Increase Collaboration Between
the Contact Center and the Enterprise
28
Aspect® Unified IP 7®
Collaboration capabilities increase productivity and improve service
©2012 Aspect Software, Inc. All rights reserved.
– Contact center agents are empowered
to IM supervisors, managers, and other
team members to improve customer
experience and first call resolution
– Receive incoming IM communications
from customers and partners
– Use application sharing, desktop sharing,
conferencing and video from Microsoft
Lync to increase productivity and meet
new customer demands
Leverage Lync within the Contact Center and the Enterprise
29
Aspect® Unified IP® 7 Empowered agents resolve customer issues quickly
©2012 Aspect Software, Inc. All rights reserved.
PSTN
Thank you for calling ABC Corp.
Press 1 for…
Hi, I’m wondering if I can move my active 401(k) to an IRA?
This is Jenn, how may I help you?
Let me check with your Plan
Provider…
Federated Partner
Yes, he’s eligible.
I can take care of that for you.
30
Aspect® Unified IP® 7Dynamics CRM integration improves personalization and proactive
contact strategies
©2012 Aspect Software, Inc. All rights reserved.
Process
Information
Tasks
31
©2012 Aspect Software, Inc. All rights reserved.32
©2012 Aspect Software, Inc. All rights reserved.33
©2011 Aspect Software, Inc. All rights reserved.34
Advanced Capabilities found in Aspect® Unified IP® 7
– Automated Outbound Dialing / SMS / Email
– High Volume List Management
– Enterprise Multi-Node Deployment Model
– Scalability of up to 1500 Agents /Node
– Enterprise Wide Reporting
– Multi-Node Network Routing
– Advanced CTI Integration Capabilities
– Integrated Call Recording and Screen Capture
– Advanced Skills Based Routing of Interactions to Agents
©2012 Aspect Software, Inc. All rights reserved.
Aspect Unified IP
35
Aspect® Workforce Optimization
©2012 Aspect Software, Inc. All rights reserved.36
Aspect® Workforce Optimization
©2012 Aspect Software, Inc. All rights reserved.
Comprehensive Workforce
Optimization Solution
‒ Industry-leading Workforce
Management
‒ Quality Management
‒ Performance Management
‒ Speech Analytics
‒ Desktop Analytics
‒ Surveys
‒ eLearning
Leverages Microsoft Stack
‒ SQL Server
‒ Lync for click-to-communicate
‒ Outlook
37
Aspect® Workforce Optimization
— Comprehensive solutions for….
— Customer Service- inbound
calls, emails, chats, faxes, social
media, etc
— Sales & Collections -
Right Party Connection
percentages
— Multi-skill & blended –
Staff for employees that do
multiple things throughout the
day
— Back office – tasks with
longer response times,
like operational processes ,
billing disputes, tax compliance
etc.
Contact
Center
Experts
Back
Office
UNIFIED COMMUNICATIONS AND COLLABORATION
Consumers
©2012 Aspect Software, Inc. All rights reserved.38
Workforce Management
─ Forecasting/Strategic Planning
─ Inbound, Outbound, Blended, Multiskill, Multichannel
─ Automated contact and activity pattern updates
─ Powerful scenario planning
─ Scheduling
─ Template based & preference based scheduling
─ Unlimited trial schedules
─ Tracking Intraday Management
─ Track forecast vs. actual performance
─ Re-forecasting & Intraday scenario planning
─ Schedule Optimizers
─ Enhancement Packages
─ Historical & real-time schedule adherence
─ Web and IVR schedule access for employees & supervisors
─ Automatic notification of schedule changes, requests and trades
─ Automated seat assignment and intraday management
©2012 Aspect Software, Inc. All rights reserved.39
Quality Management
─ Record
─ 100% optional full time logging
─ On demand recording (Agent or Supervisor)
─ Business rules based recording
─ Record calls and agent screens
─ Encryption and security features that enable you to meet
PCI DSS compliance standards
─ Score
─ Evaluate agent performance and embed
coaching
─ Customer scoring of transaction
─ Flexible scorecard development to meet
your unique business goals
─ Analyze
─ Full set of out of the box reports
─ Speech analytics
─ Integrated eLearning and coaching workflows
©2012 Aspect Software, Inc. All rights reserved.40
Performance Management
─ Role-based Intuitive Dashboards─ Homepages, Scorecards, Reports, Graphs
─ Pivots, self-service analytics; quartile segmentation
─ Automated & Data-Driven Alerts &
Workflows
─ Automated alert notifications of defined condition
occurrences (e.g. under performing)
─ Agent coaching
─ Coaching forms automatically initiated based on
performance thresholds
─ Agents track performance throughout
review period and self correct
─ Understand & Drive:─ Attainment to goals
─ Trending information
─ Cause & Effect
─ Champion/Challenger Strategies
─ Impact across data sources
41©2012 Aspect Software, Inc. All rights reserved.41
Leveraging Lync to Communications Enable WFO Processes
Click to communicate to quickly resolve service
level issues
42 ©2012 Aspect Software, Inc. All rights reserved.
Integration with Exchange Server
— Generate and Optimize Agent
schedules in Aspect® Workforce
Management
— Deliver Automatically to Agent’s
Exchange calendar via
communication with Exchange
Web Services
— Automatically generate notification
emails when schedules change,
trades are accepted, or vacation
requests are processed.
43 ©2012 Aspect Software, Inc. All rights reserved.
Promote Smarter Interactions
Synthesize Intelligence
Put Learning into Context
Put Learning into Action
44 ©2012 Aspect Software, Inc. All rights reserved.
Aspect Solutions With Microsoft Technology Stack
45 ©2012 Aspect Software, Inc. All rights reserved.