The Balancing Act for Contact
     Centers: Reducing Costs and
  Improving Customer Experience



   Michael Kropidlowski ...
Agenda


1 Driving Forces for Contact Center Integration

2 Challenges of Integration

3 Recommended Solutions

4 Customer...
A Typical Agent Desktop




 More than 65% of contact center agents use three or more applications.
 More than 25% use f...
The Balancing Act


•Deliver seamless customer experience
•Present knowledgeable and informed
  agents
•Improve First-time...
Consumer Demands


 Deliver Seamless Customer Experience

 Present Knowledgeable and Informed
  Agents

 Improve First-...
Cost Considerations


 Improve Agent Productivity

 Reduce Attrition-related Costs

 Minimize Administration Overhead

...
Agenda


1 Driving Forces for Contact Center Integration

2 Challenges of Integration

3 Recommended Solutions

4 Customer...
Challenges In the Contact Center



 Developing Customer Retention/Profitability
  Strategies

 Increasing Associate Ret...
Challenges of Contact Center
                                       Integration


 Variety of Systems to Support Communic...
Agenda


1 Driving Forces for Contact Center Integration

2 Challenges of Integration

3 Recommended Solutions

4 Customer...
World’s First and Most
        Comprehensive Unified IP Product

                                 Aspect® Unified IP™
    ...
Unified Communications
                                            Applications from Aspect
UC Application         Busines...
Aspect® Unified IP™

“Unlock” Capabilities as Business Needs Dictate


                                          Voice Por...
The Aspect Unified IP™        ®



                            Advantage




© 2009 Aspect Software, INC. All rights reser...
Deployment Architecture




© 2009 Aspect Software, INC. All rights reserved.
© 2009 AMC Technology, LLC. All rights reser...
Aspect® Unified IP™ CRM Connector
                                                 Capabilities


 Supports Aspect Unifie...
Aspect® Unified IP™ CRM Connector
                                          Business Benefits



 Seamless agent interact...
Agenda


1 Driving Forces for Contact Center Integration

2 Challenges of Integration

3 Recommended Solutions

4 Customer...
Case #1

 U.S.-based multimedia company delivering
 directory services across multiple platforms
 Challenge:
    Blended...
Case #2


Mobile communications provider in South Africa

 Challenge:
    B2C outbound predictive, progressive and previ...
Case #3


      Multinational pharmaceutical company

 Challenge:
    Demonstrate SAP CRM Win Client integration with As...
Value of CRM Connector
                                           Architecture

 Simplifies Complex Integration
    Norm...
Agenda


1 Driving Forces for Contact Center Integration

2 Challenges of Integration

3 Recommended Solutions

4 Customer...
Why the Partnership
                                                Makes Sense
Aspect®
 Largest company solely focused o...
Building and Sustaining Value with
                                       Aspect and AMC Technology


Business Value      ...
How to Engage


 Contact Aspect or AMC Technology directly
  for private webinars


 Visit our websites and register for...
Thank You!


 More Questions?

   info@aspect.com                                         sales@amctechnology.com


   +1...
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Aspect and AMC Technology: The Balancing Act For Contact Centers

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As companies search for ways to cut costs and deliver superior customer service in the current economic climate, unified communications and application integration have moved to the forefront in the contact center industry to improve customer experience while reducing costs.

Review this presentation from AMC Technology and our partner Aspect to learn ways to trim costs without negatively impacting customer service.

See a recording of this presentation in the AMC Technology webinar archive:
http://tinyurl.com/AMCTechnology

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Aspect and AMC Technology: The Balancing Act For Contact Centers

  1. 1. The Balancing Act for Contact Centers: Reducing Costs and Improving Customer Experience Michael Kropidlowski Larry Smothers Ken Rush Product Marketing Manager Global Partner Sales Manager Partner Solutions Aspect AMC Technology AMC Technology
  2. 2. Agenda 1 Driving Forces for Contact Center Integration 2 Challenges of Integration 3 Recommended Solutions 4 Customer Examples 5 Aspect and AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 2
  3. 3. A Typical Agent Desktop  More than 65% of contact center agents use three or more applications.  More than 25% use five or more applications.  70% say they waste time switching between applications.  Two-thirds say their IT systems could be improved. Source: Yankee Group, 2006 © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 3
  4. 4. The Balancing Act •Deliver seamless customer experience •Present knowledgeable and informed agents •Improve First-time contact resolution •Improve responsiveness •Build brand •Improve agent productivity •Reduce attrition related costs •Minimize administration overhead •Reduce call volume •Increase self service usage •Improve Total Cost of Ownership © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 4
  5. 5. Consumer Demands  Deliver Seamless Customer Experience  Present Knowledgeable and Informed Agents  Improve First-time Contact Resolution  Improve Responsiveness  Build Brand © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 5
  6. 6. Cost Considerations  Improve Agent Productivity  Reduce Attrition-related Costs  Minimize Administration Overhead  Reduce Call Volume  Increase Self-service Usage  Improve Total Cost of Ownership © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 6
  7. 7. Agenda 1 Driving Forces for Contact Center Integration 2 Challenges of Integration 3 Recommended Solutions 4 Customer Examples 5 Aspect and AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 7
  8. 8. Challenges In the Contact Center  Developing Customer Retention/Profitability Strategies  Increasing Associate Retention  Creating Technology Strategies to Support New Communication Channels © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 8
  9. 9. Challenges of Contact Center Integration  Variety of Systems to Support Communications  Support for telephony, email, chat, fax, online ordering  Can be a complex, distributed systems environment  Growth in Complexity with Emergence of New Channels  Contact centers are offering more ways to communicate  Multiple vendors, platforms, communications standards  Expansion of System Capabilities  Integration through Each System’s API  Telephony – CTI server, proprietary API  Email – email server, SMTP API  Chat – web server, web services API © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 9
  10. 10. Agenda 1 Driving Forces for Contact Center Integration 2 Challenges of Integration 3 Recommended Solutions 4 Customer Examples 5 Aspect and AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 10
  11. 11. World’s First and Most Comprehensive Unified IP Product Aspect® Unified IP™ – Inbound – Outbound – Voice Portal – Email Management – Knowledge Base – Web Chat, Web Collaboration – Recording & Quality Management – Unified Reporting, Routing and Administration – Multi-tenant – Transport of choice • SIP: Open, Closed • TDM © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 11
  12. 12. Unified Communications Applications from Aspect UC Application Business Benefit Key Capabilities Seamless Coordinate self service with live • Inbound Customer agent assisted service to • Voice Portal Service™ improve first call resolution and • Ask an Expert enhance the overall customer experience. Streamlined Automate early stage contact • Outbound Collections™ and provide a more effective • Voice Portal past due account targeting • Campaign Management strategy to reduce delinquencies and write-offs. Blended Provide greater visibility, control • Inbound Interaction™ and staffing efficiency in a • Voice Portal multichannel contact center to • Outbound enhance customer satisfaction • Internet Contact and improve business results. • Workforce Management © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 12
  13. 13. Aspect® Unified IP™ “Unlock” Capabilities as Business Needs Dictate Voice Portal Inbound Unified: Outbound Administration Reporting Workflow Open IP Closed IP Quality TDM Internet Management Contact © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 13
  14. 14. The Aspect Unified IP™ ® Advantage © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 14
  15. 15. Deployment Architecture © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 15
  16. 16. Aspect® Unified IP™ CRM Connector Capabilities  Supports Aspect Unified IP release 6.5.1 and 6.6  Single channel -- voice only (inbound and outbound services)  Supported Business Applications  Microsoft ® Dynamics CRM 3.0 and 4.0  Oracle Siebel® 7.X, 8.0, 8.1 and higher  Oracle PeopleSoft® PeopleSoft CRM 8.9 and 9.0; PeopleTools 8.47+  SAP  ICI WebClient: CRM2007, mySAP CRM 5.0  WinClient: myCRM 4.0 and 5.0 [SAPPhone & Agent Dashboard]  R/3 Enterprise  Salesforce  Functional Integration  CRM-based agent screen pop  Integrated telephony controls within CRM application  Access to all Aspect Unified IP voice functionality © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 16
  17. 17. Aspect® Unified IP™ CRM Connector Business Benefits  Seamless agent interaction  Customers can integrate Aspect Unified IP with CRM application at the agent desktop to provide a seamless agent interaction.  Leverage existing CRM system  Leverages the customer CRM system for agent productivity and interaction.  Combined CRM and routing decision data  Allows customers to have an opportunity to tap into their CRM system for IVR and routing rules for Aspect Unified IP  Certified out-of-the-box integration  AMC Technology maintains the CRM certification, which is passed on to the customer through the integration to Aspect Unified IP  Middleware approach reduces upgrade dependencies  Upgrade to CRM system will have little to no impact on interaction with Aspect Unified IP integration © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 17
  18. 18. Agenda 1 Driving Forces for Contact Center Integration 2 Challenges of Integration 3 Recommended Solutions 4 Customer Examples 5 Aspect and AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 18
  19. 19. Case #1 U.S.-based multimedia company delivering directory services across multiple platforms  Challenge:  Blended agents – both inbound and outbound  Outbound: B2B prospect campaigns for internet and print media using both predictive and preview dialing  Inbound: Conversion of prospects to opportunities  Solution: Aspect Unified IP + CRM Connector + Salesforce CRM  Why Selected:  Modernizing call center  Close AMC partnership with both Aspect and salesforce.com  Ability to implement complex new application and channel interaction flows quickly and reliably © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 19
  20. 20. Case #2 Mobile communications provider in South Africa  Challenge:  B2C outbound predictive, progressive and preview campaigns in Siebel and Aspect  Support complex call disposition processes  Solution: Aspect Unified IP + CRM Connector + Siebel 8  Why Selected:  Ability to turn enhance Siebel adapter with new functionality in a tight timeframe  Product implementation  We are customer driven: Ability to respond to changing market conditions to meet customer requirements  Certified Partnerships © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 20
  21. 21. Case #3 Multinational pharmaceutical company  Challenge:  Demonstrate SAP CRM Win Client integration with Aspect Unified IP  Address numerous additional customer requirements;  Complete remote install in India via VPN  Solution: Aspect Unified IP + CRM Connector + SAP CRM 2007  Why Selected:  Delivered POC that convinced customer to implement Aspect Unified IP  Up and running quickly and successfully with minimum of logistical overhead  Certified solution © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 21
  22. 22. Value of CRM Connector Architecture  Simplifies Complex Integration  Normalizes events, commands and information across channels and applications.  Provides a standard reference state from multiple agent work states distributed throughout the system.  Increases Application Stability  Improves Flexibility  Provides Extensibility  Vendor / version independent -- allows deployment chosen vendors’ recommendations  Channel independent – supports common integration events and methods  Application independent  Preserves Customer Investment © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 22
  23. 23. Agenda 1 Driving Forces for Contact Center Integration 2 Challenges of Integration 3 Recommended Solutions 4 Customer Examples 5 Aspect and AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 23
  24. 24. Why the Partnership Makes Sense Aspect®  Largest company solely focused on the contact center  Insight of delivering value-added contact center solutions  Delivering Unified Communications for the contact center AMC Technology  Provides proven integration between leading CRM applications and contact center systems for some of the largest companies  Fundamentally improves how data flows between the back office to the agent desktop to get the information they need everyday  Powers thousands of contact center agents around the globe to work more effectively and deliver higher levels of customer service Together  Two focused, extremely successful software companies, each with the proven history and expertise of addressing and meeting the needs of consumers and businesses  Combines #1 CRM integration with #1 company focused on the contact center © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 24
  25. 25. Building and Sustaining Value with Aspect and AMC Technology Business Value Contact Center IT Value Stable platform for growth Value Pre-packaged, certified that meets current and integration for lower TCO – future business needs Single application on agent minimal upfront IT desktop using native CRM involvement lower ongoing Improved customer operational costs service & experience - Full support of agent and right customer, right telephony functionality in Proven product installed at information, right agent – the CRM desktop over 250 large enterprises the first time world wide Screen pop on unique Improved operating identifiers - tailored to Support for all leading CRM efficiencies and cost specific requirements and contact center systems control/lowers cost per contact with ‘first call Enhance call routing based Consultative expertise to resolution’ on CRM customer data minimize complex project risk Process improvement and Full multi-channel support compliance to customer and availability Middleware expertise and service objectives documented reliability © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 25
  26. 26. How to Engage  Contact Aspect or AMC Technology directly for private webinars  Visit our websites and register for access to: Future web events and seminars on unified communications and CRM integration Web-based screen cam demos Technical white papers © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 26
  27. 27. Thank You!  More Questions? info@aspect.com sales@amctechnology.com +1 (888) 412-7728 +1 (800) 390-4866 www.amctechnology.com www.aspect.com Michael Kropidlowski Larry Smothers Ken Rush Product Marketing Manager Global Partner Sales Manager Partner Solutions Aspect AMC Technology AMC Technology © 2009 Aspect Software, INC. All rights reserved. © 2009 AMC Technology, LLC. All rights reserved. 27
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