customer relationship revolution what’s next?
DESCRIPTION
Answers to deliver outstanding customer experience in the social space http://www.comarch.com/trade-and-services/our-solutions/comarch-ict/comarch-it-networks/comarch-contact-center/TRANSCRIPT
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Customer Relationship Revolution
What’s Next?
Answers to deliver outstanding customer experience in the social space
Warsaw, Hotel Sheraton, October 6th 2014
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL
COMMUNICATIONS …has given customers limitless ways to make their voices heard – whenever, wherever and
however they choose.
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect Mission: Make it
easy for you to engage with
your customers
3
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
4
• Leading provider of integrated contact center, workforce optimization &
back office optimization solutions
• Only contact center solution strategically aligned with the entire
Microsoft Collaboration and Enterprise suites
• Total revenue $444M, 64% recurring, 100 new logos acquired annually
• 157 Channel Partners worldwide
• Largest customers have 40,000+ seats of WFO and 20,000+ seats of
contact center
• 1,800+ employees servicing 2,000 worldwide customers
• 4 of the top 5 commercial banks
• 4 of the top 5 telecom providers
• 5 of the top 5 airline carriers
• 8 of the top 10 healthcare providers: Insurance and Managed Care
Aspect enables a unique customer experience for over
2,000 worldwide enterprises…
Uniquely Positioned
Share
Scale
Automated Dialogues
(Self-Service)
Voic
e/V
ideo
Chat/
IM
SM
S/T
ext
So
cia
l
Web &
Mobile
Customer Engagement Reference Architecture
Agent Dialogues
(Live Service)
Voic
e/V
ideo
Chat/
IM
SM
S/T
ext
Socia
l
Em
ail
Inbound Routing - Proactive Outbound
Conte
xtu
al D
ata
Tra
nsfe
r
Work
forc
e
Managem
ent
Reporting and Analytics
Enterprise Integration – API Framework
Qualit
y
Managem
ent
Perf
orm
an
ce
Managem
ent
Wo
rkfo
rce
Managem
ent
Work
Allo
cation &
Task M
anagem
ent
Security and Compliance
Str
ate
gic
Consultin
g S
erv
ices
Str
ate
gic
Consultin
g S
erv
ices
Workforce
Optimization
Omni-Channel Customer Interaction
Perf
orm
ance
Managem
ent
Back Office
Optimization
12
Aspect Social
A measurable, rules bases social
engagement tool
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Twitter Followers
SEPT 2011 FEB 2012 GROWTH %
1,659,494 2,159,247 30.11%
339,443 497,148 38.31%
163,603 342,094 109.10%
Fortune 500 Social Media Stats.
BRAND
No
Response
Response
Rate
30%
10%
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Twitter Followers
SEPT 2011 FEB 2012 GROWTH %
1,659,494 2,159,247 30.11%
339,443 497,148 38.31%
163,603 342,094 109.10%
70% of Tweets to brands
go unanswered
BRAND
Fortune 500 Social Media Stats.
No
Response
Response
Rate
30%
10%
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
70% of Tweets to brands
go unanswered
of consumers are less likely to buy from
companies who ignore complaints on Twitter2
Socially engaged customers spend 30% more3
Social interactions cost 50% less (on average)
than phone, chat or email4
88%
30%
50%
1. Martiz, 2. New York University 3. Bain & Company, 4. Michael Pace
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Marketing Customer Service
Social Marketing ≠ Social Customer Service
11
Maximize positive brand mentions Maximize customer satisfaction
Monitor and listen for trends Resolve customer issues
Share of voice, reputation Net Promoter (NPS), C-Sat, AHT
Quarterly Real-time
Shared and corporate One-on-one
Retweets First contact resolution
“Let me find you someone…” “How can I help you?”
M ISSION
PURPOSE
SUCCESS METRICS
MEASUREMENT
CUSTOMER RELATIONSHIP
SOCIAL SUCCESS
TYPICAL RESPONSE
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
12
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
13
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
14
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
15
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
16
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
17
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
18
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
19
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
20
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
21
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
22
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
23
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
24
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
25
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Aspect® Social - 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
• Integration with Aspect Products
• Workforce Management
• Performance Management
• Interactive Tiles
26
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Focus Social Efforts on
What Matters
• Target efforts with social filters
• Smarter routing through automatic
categorization (subject, language, type)
• Prioritize response based on urgency,
customer know-how or social status
• With this prioritized queue – your agents
can’t “cherry-pick” a post
• Match the right agent to your
social consumer
• Respond to unexpected events
in real-time by shifting assignments
• Meet service level goals consistently
with automatic, SLA-based due dates
27
30% improvement in social
response
57%
improvement in
agent productivity
“We give customers the opportunity to use the
channel that they best prefer, and in the process, we
direct volume away from the call center and reduce
queues and wait times.”
Phil Blum
Social Media Customer Care Manager
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Thank you for your attention!
Andras Gortvai Channel Sales Manager
Eastern Europe & Austria
+43 699 170 722 34