sko2012 microsoft breakout product overview mo final

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


4

Aspect Helps Complete the Microsoft UC Portfolio


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


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


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


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


Solutions for the Contact Center

Aspect® Contact™ 2011


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


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


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?


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‖


─ 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


Highly Simplified Administrator UI Using Microsoft


Aspect® Contact™ 2011 Demo


Enterprise Contact Center Solution

Aspect® Unified IP®

>100 Seats


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


Enterprise Contact Center ChallengeImprove Operational Results


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


Enterprise Contact Center OpportunityUnite the enterprise with the contact center to meet new demands


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


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


Aspect® Unified IP® 7Unified Command and Control® delivers visibility and control

Central management and administration

Enterprise

Routing

Enterprise

Campaign

Management

Enterprise

Administration

Enterprise

Reporting


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


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


– 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


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


Process

Information

Tasks

31

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


Aspect Unified IP

35

Aspect® Workforce Optimization




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


— 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


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


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


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

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.


Promote Smarter Interactions

Synthesize Intelligence

Put Learning into Context

Put Learning into Action


Aspect Solutions With Microsoft Technology Stack


aspect.com


http://www.aspect.com

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