Delivering an exceptional customer experience with a next-generation customer contact solutions

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Customer Relationship Revolution

What’s Next?

Delivering an exceptional customer

experience with a next-generation

customer contact solutions

Business Breakfast

Warsaw, Hotel Sheraton, 6. October 2014


Andras Gortvai Channel Sales Manager

Eastern Europe & Austria

+43 699 170 722 34

[email protected]

Ingo Brod Senior Account Executive

+49 6102.30500.09

[email protected]

Michal Szybalski Business Solution Manager

+48 1 268 48400

[email protected]

mailto:[email protected]


©2013 Aspect Software, Inc. All rights reserved

Agenda Business Breakfast - Warsaw, Hotel Sheraton, October 6th 2015

Greeting Michal

Aspect Overview – A 40 Year Old Startup Ingo

Zipwire - The Disrupting Cloud Based CC Ingo

Omni-Channel Self Service Andras

Aspect Social – Customer Service and Social Media Andras

Back Office Optimizer – Deliver on the Promise of the Front Office Andras

Q&A


Aspect Overview – A 40 Year Old

Startup


40 YEARS OF INDUSTRY innovation

First SIP

Interoperability

Guarantee

Social Cloud

Back Office

Omni Channel



…with the renewed energy of a Start-up

First SIP

Interoperability

Guarantee

Social Cloud

Back Office

Omni Channel


Las Vegas Orlando

London

Cologne

Frankfurt

Hong Kong

Singapore

DC Data Center

CC Contact Center

NOC Network Operations

DC

CC NOC DC

CC NOC DC

DC

DC

DC

In A Year, From Premise Only

To The Industry’s Most Comprehensive Deployment Flexibility

Premise

SaaS PaaS

Managed

Hybrid

Private Cloud



A view on Aspect’s numbers…

First SIP

Interoperability

Guarantee

Social Cloud

Back Office

Omni Channel


Remarkable Customer Experiences Start with Aspect

Aspect’s fully-integrated solution unifies the three most important

facets of modern contact center management: customer interaction

management, workforce optimization and back-office operations.

Unmatched

Deployment Flexibility

Aspect Powers

COMMERCIAL BANKS

4 of the

top 5

TELECOM PROVIDERS

4 of the

top 5

AIRLINE CARRIERS

5 of the

top 5

HEALTHCARE PROVIDERS

8 of the

top 10

GENERAL MERCHANDISERS

9 of the

top 10

$ total revenue

437M

recurring

64%

new logos

acquired annually

100+

1,900+ employees

channel partners

worldwide

164

largest customers

have 40,000+ seats of WFO

20,000+ seats of contact center

servicing

2,300+ worldwide

customers

Premise

Private Cloud

SaaS

Hybrid


1

0

26.7% Aspect

11.8% Others

25.7% Vendor 1

6.8% Vendor 4

9.8% Vendor 3

19.2% Vendor

2

16.7% Aspect

37.2% Others

9.1% Vendor 4 10.3%

Vendor 3

13.1% Vendor 2

13.6% Vendor 1

WORKFORCE MANAGMENT OUTBOUND CONTACT CENTER

Source: Pelorus Associates, “2014 World Contact Center WFM Systems Market”, Mar 2014

Source: Frost and Sullivan, “Worldwide Contact Center Systems Market” , Nov 2013

Provider of integrated contact center & workforce optimization solutions # 1

# 1 Provider of IVR and multi-channel self-service solutions (with recent acquisition of Voxeo)

# 1 Provider of Workforce Management Solutions

# 1 Provider of Outbound Solutions

©2013 Aspect Software, Inc. All rights reserved 11

A Global Presence

Through Local Offices

Regional Locations

Distributor locations

Phoenix, AZ, US

West Headquarters Chelmsford, MA, US

East Headquarters

Stockley Park, UK

EA Headquarters

Singapore, Malaysia

APAC Headquarters

Orlando, FL, US

Voxeo Headquarters

ASPECT POWERS

1.4 MILLION AGENTS ACROSS 70 COUNTRIES

OVER 100 MILLION DAILY TRANSACTIONS

62% OF FORTUNE 100

Aspect customers in Polish region

Gartner’s 2014 Contact Center Market Share

Aspect Leads The Way with Revenue Growth

Source: “Market Share: Contact Centers, Worldwide, 2013”, Gartner March 2014

Only Aspect jumped two spots in in

market share while all

of the major players

remained flat

Only Aspect and Cisco captured

market share with

Aspect leading

the way

Only Aspect had the biggest YOY

Growth of any major

competitor (8.4%)


Smartphone penetration

in the US reached 50%

in February 2012. By 2016, more than 60% of inbound

customer service interactions are likely to

come from devices other than landlines.

The Role of the

Contact Center Has Changed Forever.

WE BELIEVE…


THE SHIFT TO OMNI-CHANNEL

COMMUNICATIONS IS GIVING RISE TO

The Relationship Revolution

Customer Expectations

KNOW ME: Personalized Interactions

SHOW ME YOU KNOW ME: Targeted/Timely Notifications and Previous Interaction History

ENABLE ME: All Channels, All the Time, All Devices

VALUE ME: Recognize and Listen to Your Customers

Accenture: The New Omni-Channel Approach to Serving Customers

Omni-channel Customer Experiences

Product Innovation for

The Relationship Revolution


Aspect offers the only Integrated Platform

Contact Center

Workforce Optimization

Back Office Optimization

Automated Self-service

Intelligent Multichannel Contact Routing

Compliant Proactive Outreach

Interactive Mobile Self-service

Social Customer Care

Unified Reporting and Administration

Workforce Management

Performance Management

Quality Management

Speech, Text and Desktop Analytics

Data-Driven Operational Decisions

Real-Time Work & Task Management

Measurement against Proven KPIs


Customer Engagement Reference Architecture

Omni-Channel Capabilities Needed To Enable The Relationship Revolution

21

Cloud Based Premise

AVAILABLE


The Relationship Revolution: Contact Center


Aspect® Unified IP®

Aspect has the only UNIFIED Contact Center platform that

‣ Can work seamlessly across all channels

‣ Deliver a full set of compliance capabilities

‣ Offers enterprise class performance and

availability

‣ Delivers interaction management how you want it:

Cloud, On Premise or Hybrid

Reduced costs, lower total cost of

ownership and remarkable customer experiences.

23


24






availability






25






availability





• CRM becomes the primary interface for all data and agent activity

• Call controls, CRM search

and contact disposition is also available in the Aspect Interaction

Manager

• Summary data from disparate systems is loaded through the Aspect

Interaction Manager

Bridge the Gap: Multichannel Self-Service and Contact Center

Extend self-service to multichannel, and seamlessly hand over to live service on same channel

Contextual

Handover to

Live Agent


Hosted multi-channel customer communications platform and innovative

fraud applications ‣ create and manage integrated, interactive communication campaigns across a wide range of mediums.

‣ multitude of applications and features to ensure the best possible method of communication.

‣ PCI DSS Level 1 payment gateway. Integrate with any communications channel or payment merchant.

Reduced costs, lower total cost of ownership and remarkable customer experiences.


From a Social Monologue to a

Social Dialogue:

Aspect® Social

‣ On demand product purpose-built for the contact center

‣ Focus and measure social service efforts and outcomes

‣ Capture, prioritize and assign social interactions to the right team

‣ Maintains the context of social conversations

‣ Enables proactive care for the social customer


Aspect Reporting

o Display Real-Time and Historical data

o Flexible Desktop layouts

o Actionable Data through Aspect Application Foundation

o Automation & Alert Notifications

o Integrate with and display 3rd party data

o Can be used for Monitor / Wall Boards

o Agent, Supervisors, Administrators

o Highly customizable

The no-hassle contact center in the cloud. 100% Cloud 0% Complexity 100% Uptime

Inbound

Reporting

Outbound

Recording

Blended

Self-service

Multi-channel

Intelligent skills-

based routing

...and we just got started!

• FREE TRIAL !!!!

• http://zipwire.aspect.com/

• deployed in hours, not

days, rapid expansion

and contraction

http://zipwire.aspect.com/


The Relationship Revolution: Workforce Optimization


Aspect® Workforce

Optimization

Aspect understands the business

processes around the contact center

better than anyone else

‣ Best in class Workforce Planning and

Management solutions

‣ Comprehensive Quality and Performance

Management

‣ Advanced Quality Analytics

‣ Workforce Optimization how you want it: Cloud,

On Premise or Hybrid

Adherence & compliance, lower total

cost of ownership and remarkable customer experiences.

32

Workforce Planning and Management

Performance and Quality

Advanced Analytics


Workforce Optimization Efficiency Gains

Early adopters of

back-office WFO

solutions are realizing

very significant

savings, ranging from

20% to 40%. Donna Fluss, DMG, The Missing Links

in Back-Office Business Process

Management (sponsored by Aspect)

Increase in occupancy/utilization

Multi-skill productivity increase

Reduced attrition

Reduced planning effort

Call handling per hour

Reduced vacation planning effort

Adherence level achieved

10%

Up to 20%

20%

30%

35%

35% 50%

55%

80%

90%


Aspect® Workforce

Optimization Customer results

Google ▸ Estimated savings of $250k in the first 3 months

by reducing overstaffing

ICE ▸ Saved $2.5 million dollars in the first year by

improving productivity

Hilton ▸ Increasing revenues over $1.2 million year over

year

Aspect® Workforce

Optimization 8.0

-Brenda

-Latisha

-Dajara

► The most innovative release of workforce

optimization in industry history

► Modern, professionally designed user

interface with icons, dashboards, and

configurable widgets

► Tested and retested by dozens of agents

► Tight integration and consistent look and feel

across all WFO components

► Extremely easy to learn and use –

Agent can view key information and get back

to revenue-generating work

36


Aspect Workforce

Mobile

• View, Add & Edit Schedule Requests

• Supervisor & Agent functionality

• Personal Account Balances

• View Intraday Performance

• View Agent Productivity

• Send Notifications

• Compatible across Apple, Android and Windows Mobile devices

37


Quality Management – Optimieren Sie permanet die Qualität


Speech Analytics – Understand your customers


Performance Management – Uncover opportunities for optimization

40


The Relationship Revolution: Back Office Optimization


Insight

Aspect® Advanced Back Office Optimizer People Workforce Planning and Forecasting

Forecast accurately, allocate and schedule staff

optimally based on realistic scenarios, adjust in real-time

Process Real Time Work Management

Optimize how work is allocated with real-time control over

service level commitment and achievement

Insight Reporting and Analytics

Reports and dashboards pre-configured with key back office metrics

with data available to enterprise systems for 360° operational view

Reduce customer service costs in the front office Cut operating costs in the back office

Studies show up to 40% operational cost savings

from increased productivity

Back office inefficiency and errors has been shown to

drive up to 20% more agent interactions


Stay in the conversation

even as consumers take

control of it.


Ingo Brod

Account Executive

Phone: +49 6102 3050009

Email: [email protected]


Technology

Delivering an exceptional customer experience with a next-generation customer contact solutions