Aspect Innovation Exchange - aspectindia.inaspectindia.in/mirror/pdf/Eric-Loh-Aspect-Innovation-Exchange.pdf · Aspect Innovation Exchange Eric Loh, SC Leader, South Asia, ... USSD,

1©2015 Aspect Software, Inc. All rights reserved©2015 Aspect Software, Inc. All rights reserved

Aspect Innovation Exchange

Eric Loh, SC Leader, South Asia, Aspect

2©2015 Aspect Software, Inc. All rights reserved 2©2015 Aspect Software, Inc. All rights reserved

Aspect Reference Architecture

3©2015 Aspect Software, Inc. All rights reserved 3©2015 Aspect Software, Inc. All rights reserved

2014 New Products and Capabilities Delivered

Q1 2014 Q2 2014 Q3 2014 Q4 2014

• Aspect Zipwire (US)

• Workforce Optimization 8.0 UI

• Aspect Workforce Management 8.0

• Aspect Analyze 8.0

• Mentor Real-Time Speech

Analytics

• Aspect Managed Services

• Aspect-Moxie Partnership

• Aspect BPO Cloud (LiveVox)

• Aspect Proactive Engagement

Suite

• Aspect Unified IP 7.3

• Aspect Hosted

• Aspect Outbound Cloud

Powered by LiveVox

• Aspect Patient Connect

• Aspect Quality Management 8

• Aspect Workforce Management

Cloud (US)

• Aspect Active Assignment

• Aspect Zipwire (Europe)

• Aspect Workforce

Management Cloud (Europe)

• Aspect Mobility Suite

• Aspect RTC Platform

• Aspect Back Office

Optimizer – WFO

Integrations

• Aspect CXP Pro 14

• Prophecy 14

• Aspect CRM Connectors

Q1 2015

• Aspect Workforce

Management 8.1

• Aspect Quality Management

8.1

• Aspect Performance

Management 8.1

• Aspect Unified IP 7.3 SP1

• Aspect Advanced List

Management 7.3 SP1

• Aspect RTC Platform (GA)

• Aspect CXP 14.1

• Aspect Zipwire 14.12

©2015 Aspect Software, Inc. All rights reserved 4

Aspect Innovation Exchange

Marketplace for Aspect and Partner Innovation

5©2015 Aspect Software, Inc. All rights reserved

Aspect Innovation Exchange (IX): Why did we create it?

Marketplace for Aspect and partner innovation

Thought leadership in the marketplace.

What kind of site is the Innovation Exchange?

What are the messages to the marketplace segments?

What is the focus of the Innovation Exchange?

What are Aspect’s competitors doing for solution catalogs?


What Aspect has to offerPLATFORM

PROSERVICES

SOLUTIONS


Aspect’s

Customer Care

Solutions

Aspect® Proactive Mobile™Sending proactive text messages with URL to disposable mobile Web app for rich transactions

Aspect® Augmented Chat™In-app chat and file transfer, plus

optionally audio/video (through WebRTC)

Aspect® Callback Mobile™In-app callback request with prior prequalification for skills-based routing

Aspect® InQueue Self-Service™In-IVR callback request, plus option to receive mobile

Web self-service to get answer to question while on hold

Aspect® Text2IVR™In-IVR SMS option to send hard-to-recognize data to IVR via parallel text channel

Aspect® Visual IVR™In-IVR option to get visual

representation of IVR flow to speed up navigation and improve

caller experience

Aspect® Text Self-Service™Text-based self-service applications with natural language interface

Aspect® Social Self-Service™Twitter-based self-service applications with

natural language interface


IVR

Mobile

Contact Center

WFO


Aspect Visual IVR


Our Platform & APIs/SDKs Offerings

CXP

Omni-Channel App Lifecycle

Managementwith Experience

Continuity

SMSGateway

Global SMS delivery, short codes,

Toll-Free SMS

OperatorLookup

Tell wireless from landline

numbers

Location-BasedServices

Cell tower triangulation or GPS-based

VoiceBiometrics

Enhancing mobile security

RTCPlatform

In-App and In-Page Audio/Video and Screen Sharing

PLATFORM

PROSERVICES

SOLUTIONS


Aspect® InQueue Self-Service™


Kat callsABC Financial

Before transferring to agent, IVR offers callback, sends link for Kat to self-serve

during callback wait time

Please tap this link to try our mobile Web self-service: https://m.abcfinancial.com/kHl5Y

NOcaller prioritized

in the queue

App asks whether question is resolved

YEScallback cancelled

13©2015 Aspect Software, Inc. All rights reserved©2014 Aspect Software, Inc. All rights reserved

Value Propositions

IMPROVES

customer

experience

REDUCES

call

abandonment

IMPROVES

first call

resolution

INCREASES

contact center

efficiency, frees up

agents for more

complex transitions


Aspect CXP


Customer Engagement Reference Architecture

Automated Dialogues(Self-Service)

Vo

ice/

Vid

eo

Ch

at/I

M

SMS/

Text

Soci

al

Web

& M

ob

ile

Agent Dialogues (Live Service)

Vo

ice/

Vid

eo

Ch

at/I

M

SMS/

Text

Soci

al

Emai

l

Inbound Routing - Proactive Outbound

Co

nte

xtu

al D

ata

Tran

sfer

Wo

rkfo

rce

M

anag

eme

nt

Reporting and Analytics

Enterprise Integration – API Framework

Qu

alit

y M

anag

eme

nt

Perf

orm

ance

M

anag

eme

nt

Wo

rkfo

rce

Man

agem

en

t

Wo

rk A

lloca

tio

n &

Ta

sk M

anag

eme

nt

Security and Compliance

Stra

tegi

c C

on

sult

ing

Serv

ices

Stra

tegi

c C

on

sult

ing

Serv

ices

WorkforceOptimization

Omni-Channel Customer Interaction

Perf

orm

ance

M

anag

eme

ntBack Office

Optimization


Customer Engagement Reference Architecture

Automated Dialogues(Self-Service)

Vo

ice/

Vid

eo

Ch

at/I

M

SMS/

Text

Soci

al

Web

& M

ob

ile

Agent Dialogues (Live Service)

Vo

ice/

Vid

eo

Ch

at/I

M

SMS/

Text

Soci

al

Emai

l

Inbound Routing - Proactive Outbound

Co

nte

xtu

al D

ata

Tran

sfer

Wo

rkfo

rce

M

anag

eme

nt

Reporting and Analytics

Enterprise Integration – API Framework

Qu

alit

y M

anag

eme

nt

Perf

orm

ance

M

anag

eme

nt

Wo

rkfo

rce

Man

agem

en

t

Wo

rk A

lloca

tio

n &

Ta

sk M

anag

eme

nt

Security and Compliance

Stra

tegi

c C

on

sult

ing

Serv

ices

Stra

tegi

c C

on

sult

ing

Serv

ices

WorkforceOptimization

Omni-Channel Customer Interaction

Perf

orm

ance

M

anag

eme

ntBack Office

OptimizationVoxeo


Where Does CXP Fit?

The Customer

Experience Platform

(CXP) is Aspect’s

Self-Service Solution


Where are we coming from

No longer a traditional IVR

IVR is no longer just voice

More than multi-channel self service

Applications are omni-channel

- Offer self-service over voice, video, SMS, USSD,

IM, Mobile, Web, Kiosk Terminals, Social

Networks, ....

Self Service


What Happened to Multi-Channel?

Omni-Channel

• Allow “channel hopping”

• Preserve context

• Allow jumping from self-service to live service

Multi-Channel

• Offer multiple channels of communication

• “One at a time” – Switching means repeating


Design Once,

DEPLOY ANYWHERE


One IDE for all Channels


Design Once, Deploy Anywhere

Premised-based

UAT

On-Premise

UAT

Cloud

Seasoning

On-Premise

Production

CXP Developer


Consistent point of integration for all channels to backend

systems

Audio

CCXML

VXML

Text, Web

(Dial number)

(HTML, SMS, USSD, Social)

Outbound API

BackendSystems


Let’s Just Get Our Facts Straight One More Time…

► Customers love self-service

Self-Service Personalization+ Omni-Channel+

=

► Customers hate being just a number

► Customers are on many, MANY channels


Personalization Levels

1:1 Personalization

•Personalized greetings

•Relevant menu choices

•Remember last transactions

•Shorter or longer dialogs

• ...

Group Level

•Customer segment

•Customer value

• Language preference

•Address or region

• ...

Hello Maria, welcome back to Prime Insurance!

Please enter your Policy Number...

I can see that you have an open claim. Your automobile claim is still pending review. Is there something else we

can help you with today?


Personalization

Decreased call times, increased acceptance and satisfaction

Integrated application lifecycle suite for personalised IVR and multi-

channel self services

Built-in support for multi-language, multi-brand services

Layer concept facilitates creation of highly personalized yet

maintainable call flows

Adjust to:

- Caller preferences (such as DTMF vs. speech)

- Speaking Style (synonyms, number patterns, ..)

- Experience (First Time, Novice, Power User, ..)

- Transaction History (predict reason for calling)

- Service Level (differentiate based on segment)

- Portfolio (align offered products & services)

Dynamic business rules rather than static menus manage your caller

experience


Aspect CXP Continuity Server

► Developers of ANY customer touch points

can now design for experience continuity

Application specific data

Generic session dataWhen was the last session/call?

On which channel?

What was the last step?

Last Business Task completed?

The place for your Context Cookies

Web Phone Social Chat SMS


AspectContinuity ServerTM

3rd Party CRM

Automated Dialogues

(Self-Service)

Voic

e/V

ideo

Chat/IM

SM

S/T

ext

Socia

l

Web &

Mobile

Agent Dialogues

(Live Service)

Voic

e/V

ideo

Chat/IM

SM

S/T

ext

Socia

l

Em

ail

Aspect

Avaya

Genesys

Microsoft

IBM

…

Aspect

Microsoft

Salesforce

…

Conte

xtu

al D

ata

Tra

nsfe

r

ContextCookies

Continuity

Se

rve

r

AP

I

CRM & Continuity Server

Can and Should Co-Exist


CXP Business User Interface

Empower Business Users


Business User Interface - Easy implementation


Unlocked Development


Aspect RTC Platform

makes it easy to let your consumers connect to your contact center

within a website or mobile app with audio, video, and co-browsing.


Aspect RTC Platform is Powered by WebRTC

WHAT IS WEBRTC?

▸ Enables Web browsers to host real-time audio and video communications…

▸ …without the need for a plug-in or browser extension, or logging into an account


Key Features

Experience Continuity

• Observe & relay context

• Show agent status in app or

website

• CTI integration

• IVR bypass

• Call back, analytics

• WebRTC based

• In-app voice, video, chat

• Mobile apps, websites

• Enterprise SIP integration

Audio, Video & Text Chat

• Live online assistance

• App screen share

• Remote control, on-screen

annotation, file push

• “Amazon Mayday

experience”

RTC Collaborate


Retail Services


Video for the

At-Home Retail Customer

Customer browsing

online needs

real-time help

Video chat with

expert proactively

offered

Expert annotates &

highlights on screen

Screen share &

co-browse

Customer views content

pushed from agent


RTC Collaborate

Agent View

Share & jointly control screen (co-

browse)

Voice or video chat with movable

window

Draw & annotate to

educate

Content push (docs, links,

videos, apps, visual IVR)

Capture user context (profile, online

activity)

Session tagging for audit &

search


Hospitality Services


RTC Collaborate

for Hospitality

Hotels have mobile & web apps today

Embed RTC Collaborate within existing Hotel apps

(2 lines of code)

No plugins or soft-clients. Easy client side integration!


RTC Collaborate for Hotel

Guest Concierge Services

Hotel guest on property with tablet

needs help from concierge services

Guest pulls up the hotel app and

hits Live Assist button

View content pushed from concierge

Concierge annotates & highlights screen to show directions

Screen share & co-browse with concierge

41©2015 Aspect Software, Inc. All rights reserved41

Variety of Use Cases for Hospitality

• Mobile Concierge Services

• Mobile Convention Services

• Mobile Room Services

• VIP Services

• Remote Help Desk Services

• Conference Services

42©2015 Aspect Software, Inc. All rights reserved42

Contact Center Use Case

RTC Web Gateway

Reverse Proxy

SIP Call Control for Contact

Center

Aspect® Unified IP®

Workflow API

Consumer Side

Secure Media (Voice, Video/Screen)

HTTP(S) Contextual Data

PC User

Mobile

User RTC

MediaBroker

AgentDesktop

SoftphoneWeb

Application

SIP

Tablet


In Branch Experience with a Remote Expert

► The “Self-Service Banking Branch”

• With specialty group experts (financial advisor or SMB banker)

• Draw on expertise located across the country

• Expand reach into under-served locations

43


Thank You

Documents

Aspect Innovation Exchange - aspectindia.inaspectindia.in/mirror/pdf/Eric-Loh-Aspect-Innovation-Exchange.pdf · Aspect Innovation Exchange Eric Loh, SC Leader, South Asia, ... USSD,