These Aspect solutions are predicated on what we call the ‘the next generation of customer contact’. We’ve made a multi-year R&D investment to create a software-based technology platform that unifies every aspect of customer communications and leverages Enterprise 2.0 technologies. This not only lays the groundwork for serving the needs of Consumer 2.0, it helps drive consistency and efficacy around customer communications --no matter the customer’s channel of choice – essentially, building lasting, mutually profitable relationships between customer and company.
Avaya, Cisco and Microsoft compete on a similar foundation for unified communications capabilities Microsoft currently lacks contact center solutions that Avaya and Cisco enjoy Aspect + Microsoft are better together because Aspect contact center solutions allow Microsoft to compete in the highly competitive UC market
The recent Microsoft Lync launch offers a tremendous opportunity for both Microsoft and Aspect to scale the unified communications business Enterprise Contact Center Solution Best-of-breed contact center solution Ideal for mission-critical contact centers whether they are single site or multi-site Can scale to tens of thousands of seatsSmall Contact Center Solution A significant portion of the contact center space are in the 20 - 100 seat range Aspect Contact features Lync integration that is ideal for small contact centers and help desk environments
The contact center space offers a tremendous opportunity for Aspect and Microsoft to scale Lync revenues Anywhere from 10% - 50% of Lync seats at B2C Fortune 500 companies can be contact center seats Aspect Unified IP 7 Best-of-breed contact center solution Ideal for mission-critical contact centers whether they are single-site or multi-site Can scale to tens of thousands of seats Aspect Contact 2011 A significant portion of the contact center space are in the 20 - 100 seat range Aspect Contact features Lync integration that is ideal for small contact centers and help desk environments
Aspect Contact 2011 is delivered as an appliance and is designed to be deployed quickly and easily. It has the key capabilities needed for customer service across voice, IM and email.
Here are some examples of the user interfaces for Aspect Contact. Modern and Simple built using Silverlight.
To enable first call resolution it is often necessary for an agent to seek assistance of experts who are not part of the Contact center.Often the agent needs to look beyond defined contact center resources and perform an expert search against defined SharePoint repositories. This is done from the UC Powered Agent toolbar. Keywords can be entered that are searched against the repository in an effort to locate a subject matter expert. The keywords are used to search the content of documents published on the repository and will return the author of those documents as set in SharePoint. Technically this is accomplished by the agent desktop using its underlying Agent Web Service interface to invoke an Expert Query Web Service. The Expert Query Web Services calls 3 web service functions within SharePoint. These are SharePoint Search Service, SharePoint List Service and SharePoint Site Data Service. Once the agent receives the list of available experts they can utilize their desktop to message the expert, have a separate conversation with the expert, bring the expert into the conversation with the caller or transfer the caller to the expert.
Any of your EPG customers who have annual revenues of >$1 billion, 1,000 employee desktops and engage in B2C customer intensive business transactions in a wide array of industries are excellent enterprise contact center solution prospects. Industries include financial services, healthcare payors, insurance, telecom, outsources, retail, airline, travel or hospitality or any large firms with a collections group In your EPG accounts, is the prime area to locate big contact centers with 1,000’s of seats along with corporate collaboration groups and various types of help desks ranging from internal IT to product Your SMS&P accounts will typically have contact centers that provide small scale service, sales and support. Some of these small contact centers can include branch offices. IT help desks are fairly prevalent in SMS&P accounts. You will find a blend of the EPG & SMS&P applications in your CIAM (Corporate Inside Account Managed) accounts
Across industries, there are any number of back office processes that may originate with a service call – for example…For Internet Service Providers/Wireless Carriers – and utilities of all kinds we have service activation and technical dispatch For hotels, reservations and cancellations, verifying availability and payment processingFor airlines, fare filing and publishing, the management of the frequent flyer program and payment processingFor insurance, claims, invoice and enrollment processingFor banks and/or credit care issuers, the application process, tax process, dispute chargebacks are all key back office tasksFor healthcare, there is insurance and enrollment claims processing for health payers and a variety of processes such as refills on the provider sideAnd in retail, we have order fulfillment and return processingThis is by no means a comprehensive list of tasks – there are many more and not all industries and organization types are represented here. What’s important is to consider that back office effect and as we discuss your customer service needs, make sure we include the tasks and processes that your customers rely on and the back office issues that affect your ability to deliver on the customer service promises made.Aspect’s technology spans both the front and the back office and with our ability to account for unique work types and processes, we are able to bring these worlds together.
The key to consistently delighting customers lies in the power of real-time communication and access to information – companies must take a closer look at how customer contact capabilities fit with their overall customer experience strategies.This is where you begin to create the kind of experience that delivers the communications flexibility and choices that today’s consumers demand – this is next generation customer contact.What are the critical product and technology factors needed to realize this next generation vision….?
Lets the contact centers do what they do very well today, and gives the foundation for collaborating with customersBuilt specifically for Lync, provides multi channel accessA proven + reliable solution featuring more than 1,000 deployments across the globeSolution can be extended to leverage the entire Microsoft product stack and there no exposed non-Microsoft products.
Whether you are managing a small branch office operation, or orchestrating interactions across multiple environments, Blended Interaction brings your business rules, hard-learned best practices and administration into a centrally managed platform. Unifying command and control of your contact center operations reduces costs and simplifies training for managers and supervisors.Central management and administrationSingle or Multisite, branch office or at home agentsUnified command and control of you contact centerCommon administration, reporting and business rulesFrom slide:Reduces costsSimplifies trainingRespond more rapidly
Aspect Unified IP 7 takes advantage of capabilities from Microsoft Lync 2010 (formerly known as OCS) and SharePoint 2010 to break down the walls between your contact center and the rest of the enterprise. Delivering presence, IM, collaboration and contact center function within a unified agent desktop environment.
Resolve Customer Issues Quickly - Empower Your Agents with Expert AssistanceImprove FirstContactResolution with Unified Communications (IM, voice, screen share) in the Contact Center by enlisting expert assistance when necessaryExperts within the contact centerAgent to agentAgent to SupervisorEnterprise Experts from other functional areas Federated experts from outside your company (partners of your company)Leveraging Unified Communications (UC) within contact center operations strengthens customer-company interactions while increasing customer satisfaction, improving contact center performance and reducing costsFor example, [CLICK] here we have a customer who needs assistance[CLICK] Jenn, the agent, answers and the customer is interested in a financial transaction. [CLICK] Jenn needs to check with the provider and without Aspect, this may involve hanging up, doing research and then getting back to this customer who is eager to resolve their inquiry now.[CLICK] With Aspect, through Microsoft Technologies such as Lync and Sharepoint – Jenn sees that an expert is available and is able to automatically engage with the expert and have him verify availability.[CLICK] The result is that this issue – which could have taken hours to resolve – is resolved within that single interaction.
Today more than ever, contact center agents need a single-view, integrated desktop application which allows them to quickly access the information they need to conduct successful customer interactions.Aspect Unified IP CRM Connector - powered by AMC Technology – provides seamless desktop integration between Unified Communication Applications from Aspect and today’s leading business applications such as: Microsoft Dynamics CRM, PeopleSoft CRM, salesforce.com, SAP CRMSiebel This provides real-time, server level integration of CTI services with business application frameworks to increase customer satisfaction and improve agent efficiency.Benefits:Reduce development and deployment costsIncrease customer satisfactionImprove agent efficiencyLeverage existing or new infrastructure investmentsScale as your contact center grows
To enable first call resolution it is often necessary for an agent to seek assistance of experts who are not part of the Contact center.Defined experts can be configured within Unified Command and Control Administrator and given skills making them very easy to locate and engage.Often the agent needs to look beyond defined experts and perform an expert search against defined SharePoint repositories. Searching either of these sets of resources is done from the Unified Agent desktop toolbars. Keywords can be entered that are searched against the repository in an effort to locate a subject matter expert and defined Skills can be selected to augment the search criteria. The keywords and selected skills are used to search defined experts within Unified IP as well as the contents of documents published on the repository which upon finding a match will return the author of those documents as set in SharePoint. Technically this is accomplished by the agent desktop using its underlying Agent Web Service interface to invoke an Expert Query Web Service. The Expert Query Web Service queries defined experts and skills within Unified IP and calls 3 web service functions within SharePoint. These are SharePoint Search Service, SharePoint List Service and SharePoint Site Data Service. The search results which include defined experts are filtered against individual expert usage settings within UCC Admin and then sent back to the agent for display via the Agent Web Service. Once the agent receives the list of available experts they can utilize their desktop to message the expert, have a separate conversation with the expert, bring the expert into the conversation with the caller or transfer the caller to the expert.
Informed continuity – How can we “learn” from every interaction?[CLICK] Synthesize intelligence Real-time performanceCustomer sentimentEmployee desktop eventsInteraction quality[CLICK] Put learning into contextKPI-aware reporting – ensure that what you are measuring is aligned with your operational goals[CLICK]Put learning into action – use automation based on measurement and KPIs to informAlerts & notificationsCoachingSchedulingBest PracticesAnd the routing strategy itself
Sko2012 Microsoft Breakout Product Overview Mo Final