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Voxeo Summit Day 1 - The Art of The Possible

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Vision and Future of Customer Engagement

Vision and Future of Customer Engagement
Stew Bloom, Aspect Software CEO

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Voxeo Summit Day 1 - The Art of The Possible Presentation Transcript

  • 1. ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 Stew Bloom Chairman & CEO Join the Relationship Revolution Voxeo Customer Summit September 10, 2013
  • 2. Get Acquainted (or Re-acquainted) with Aspect
  • 3. ©2013 Aspect Software, Inc. All rights reserved 3 40 YEARS OF INDUSTRY innovation First SIP Interoperability Guarantee Social Cloud Back Office Omni Channel
  • 4. ©2013 Aspect Software, Inc. All rights reserved 4 40 YEARS OF INDUSTRY innovation …with the renewed energy of a startup First SIP Interoperability Guarantee Social Cloud Back Office Omni Channel
  • 5. ©2013 Aspect Software, Inc. All rights reserved 5 40 YEARS OF INDUSTRY innovation A look at Aspect by the numbers… First SIP Interoperability Guarantee Social Cloud Back Office Omni Channel
  • 6. ©2013 Aspect Software, Inc. All rights reserved 6 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 7. ©2013 Aspect Software, Inc. All rights reserved 7 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 8. ©2013 Aspect Software, Inc. All rights reserved 8 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 9. ©2013 Aspect Software, Inc. All rights reserved 9 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 10. ©2013 Aspect Software, Inc. All rights reserved 10 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 11. ©2013 Aspect Software, Inc. All rights reserved 11 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 12. ©2013 Aspect Software, Inc. All rights reserved 12 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 13. ©2013 Aspect Software, Inc. All rights reserved 13 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 807,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 14. ©2013 Aspect Software, Inc. All rights reserved 14 Revenue $443M EBITDA $122M Free Cash Flow $100M Over $1.5 Billion Invested Capital Tiger Shark Aspect® Unified IP® Over 26M Lines of Code Tiger Shark 313 Systems Deployed 58,000 Customer Requests Handled 3,130 Annual Projects Delivered via Aspect® Professional Services 16 Microsoft Lync + Aspect CC Implementations a Year 2,000 Clients Under Maintenance Operations in 79 Countries Over 40 Active Products in the Portfolio 652,000 Unique Visitors to aspect.com per Year 582M Media Impressions In 1H 2013 157 Authorized Business Partners 1,853 Employees Aspect Community Forum 1,960 Members, 555 Discussions, 89 Ideas 5,000 Orders Processed Annually 46 Offices Around the World $60M Revenue from Channel Partners
  • 15. ©2013 Aspect Software, Inc. All rights reserved 15 Revenue $55M 36% Growth in Hosted Minutes 66% Increase in Partner- Driven sales 60% Increase in Channel Partners Community of 250,000+ Developers and Users 700 Customers Worldwide 145 New Customers In 2012 THE IVR/Voice Portal Market Leader Over 90,000 Ports in Service 58 Value-Added Service Provider Partners Operations in 42 Countries 6 Hosting Locations And Voxeo only makes us stronger…
  • 16. ASPECT POWERS 1.4 MILLION AGENTS ACROSS 70 COUNTRIES OVER 100 MILLION DAILY TRANSACTIONS 77% OF FORTUNE 100 AND 64% OF THE GLOBAL FORTUNE 100
  • 17. ©2013 Aspect Software, Inc. All rights reserved 29.7% Aspect 11.7% Others 26.2% Nice 5.1% GMT 5.4% Teleopti 21.9% Verint 22% Aspect33% Others 5.6% Vendor 1 10% Vendor 4 10% Vendor 3 19% Vendor 2 WORKFORCE MANAGMENT OUTBOUND CALL CENTER Source: Pelorus Associates, Oct 2011 “2011 World Contact Center WFM Systems Market” Source: Frost and Sullivan, Jan 2011 Provider of integrated contact center & workforce optimization solutions # 1
  • 18. ©2013 Aspect Software, Inc. All rights reserved 19 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
  • 19. ©2013 Aspect Software, Inc. All rights reserved 20 100+ new customers Join the portfolio of over 2,000 live customers every year 40,000 seats of workforce optimization Running daily at our largest and most complex customers Over 2,000 worldwide customers Betting their business every day on Aspect products and services World class Microsoft integrator Deep integration between Aspect and Microsoft enterprise solutions
  • 20. ©2013 Aspect Software, Inc. All rights reserved Extending the Aspect Product Portfolio The only fully-integrated Interaction Management, Workforce Optimization and Back-Office platform on the market, designed for the Omni-channel contact center 21
  • 21. ©2013 Aspect Software, Inc. All rights reserved 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. 22 Workforce Planning and Management Performance and Quality Advanced Analytics
  • 22. ©2013 Aspect Software, Inc. All rights reserved Aspect is Delivering Next Generation Functionality • Over 60 commercial clients worldwide • Several at scale • Unified IP • WFM 7.5 now available via cloud • Social as a customer service channel • Integrated into WFO and Unified IP • Operational and capacity planning • Forecasting • Compliance monitoring • Backlog management • Reporting & Analytics • Back office inefficiency and errors has been shown to drive up to 20% more agent interactions • Studies show up to 40% operational cost savings from increased productivity • Labor, Process, Insights • Cross industry applicability • Supervisor & agent functionality • View intraday performance, agent productivity • Aspect® Unified IP® Real- Time statistics Cloud: Aspect on Demand Mobile Application Extensions Social Media as Customer Channel Back Office Process Optimization 23
  • 23. ©2013 Aspect Software, Inc. All rights reserved 24 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…
  • 24. ©2013 Aspect Software, Inc. All rights reserved THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS IS GIVING RISE TO The Relationship Revolution
  • 25. ©2013 Aspect Software, Inc. All rights reserved It is now more important than ever to evolve your contact center to meet the needs of today’s customers ‣ Channel preference is rapidly changing ‣ Mobile solutions are becoming a must-have ‣ Omni-channel service is becoming more important than multichannel service ‣ Customers expect proactive outbound for customer care ‣ Customer service is moving from cost center to differentiator 26 Forrester Research, January 2013
  • 26. ©2013 Aspect Software, Inc. All rights reserved Customers Spend More Because of a History of Good Service Forrester Research, January 2013 • Customer service agents must have access to the full history of a customer’s prior interactions • A continued focus on guiding agents through the service resolution process – including the back office • Analytics are further improving the end-to-end customer experience • Collaboration is improving the quality of service delivered Satisfying customer experiences (CXs) not only attract and retain customers, they also increase revenue. Delivering CXs involves integrating many parts of the enterprise into a seamless, and often invisible, ecosystem that helps customers easily and enjoyably reach their goals. “ ”– Gartner, November 2012
  • 27. ©2013 Aspect Software, Inc. All rights reserved Social Customer Care – The New Normal Yet… 28 Getting It Done: Social Customer Service in Action Customer 360 Summit , Jenny Sussins, May 1-3, 2013 of Tweets to brands go unanswered1 1Martiz 70%
  • 28. ©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.
  • 29. ©2013 Aspect Software, Inc. All rights reserved 30 iPods changed the media industry. iPhones ramped even faster. iPad growth is at 3x iPhone. 0 200 400 600 800 1,000 1,200 1,400 0 1 2 3 4 5 6 7 8 GlobalUnitShipments(000) Quarters After Launch iPad iPhone iPod 0 5,000 10,000 15,000 20,000 0 1 2 3 4 5 6 7 8 GlobalUnitShipments(000) Quarters After Launch iPad iPhone iPod 0 10,000 20,000 30,000 40,000 50,000 60,000 70,000 0 1 2 3 4 5 6 7 8 GlobalUnitShipments(000) Quarters After Launch iPad iPhone iPod First 8 Quarters Cumulative Unit Shipments, iPod vs. iPhone vs. iPad Source: Apple, as of CQ1:12 (8 quarters post iPad launch). iPods Changed Media Industry iPhones Ramped Even Faster iPad Growth (3x iPhone) Leaves “Siblings” in Dust 9
  • 30. ©2013 Aspect Software, Inc. All rights reserved Despite Tremendous Ramp So Far, Smartphone User Adoption Has Huge Upside 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 Smartphone Mobile Phone GlobalSubscriptions(MM) Global Smartphone vs. Mobile Phone Subscriptions, Q4:11 Source: Mobile phone subscriptions per Informa (as of Q4:11), Smartphone subscriptions estimate based on Morgan Stanley Research’s estimated smartphone user as % of total mobile user at the end of 2011 (16%). Note: While there are 1B global 3G subscribers as of Q4:11, not all of them were smartphone users. One user may have multiple mobile 953MM Smartphone Subscriptions 6.1B Mobile Phone Subscriptions 11 3131 Despite the tremendous ramp so far, Smartphone user adoption still has a huge upside
  • 31. ©2013 Aspect Software, Inc. All rights reserved 3232
  • 32. ©2013 Aspect Software, Inc. All rights reserved 33 The New Voice of the Customer Customers now have limitless ways to make their voices heard – whenever, wherever and however they choose.
  • 33. ©2013 Aspect Software, Inc. All rights reserved 34 It’s all fueling a collision of “re-imagination” …with new “consumer powered preferences”
  • 34. ©2013 Aspect Software, Inc. All rights reserved Customer Experience 35 Meet & Seat KLM: View passengers’ social media profiles
  • 35. ©2013 Aspect Software, Inc. All rights reserved Customer Experience 36 Pizza Button Dubai’s Red Tomato Pizza Bluetooth connected fridge magnet
  • 36. ©2013 Aspect Software, Inc. All rights reserved Super Bowl marketing: 16 months in planning. Millions of dollars of broadcast advertising. Then a priceless moment representing opportunity, decisiveness, and a bold move. Oreo rose above the noise. 37 Oreo Cookie ✔ @Oreo Power out? No problem. pic.twitter.com/dnQ7pOgC 5:48 PM - 3 Feb 2013
  • 37. ©2013 Aspect Software, Inc. All rights reserved 3838 Customer service strategies are being reshaped Subject Matter Experts Agents Finance Enterprise Technologies Information Sources CC Core Technologies CRM Business Intelligence UCC Knowledge Management Supervisors Operations Customer
  • 38. ©2013 Aspect Software, Inc. All rights reserved Placing the Contact Center at the Center of the Customer Experience 48% Our contact center strategy is a cornerstone of our customer experience strategy 45% We are in the process of aligning our contact center strategy to our customer experience strategy 7% Our contact center is seen as a cost center - not aligned with our customer experience
  • 39. ©2013 Aspect Software, Inc. All rights reserved Aspect’s Market Leading Positions Today 40 INBOUND Cloud, On-Premise & Hybrid UCCPBX UCCPBX ACD Predictive Dialing IVR/ Self Service Analytics OUTBOUND SupervisorAgents WFO Enterprise PBX/UCC Integrations CRM & Operational Environment Integrations Integrations to CRM, PBX, MS Voice Email Video Chat Customers Social SMS Mobile Customers
  • 40. ©2013 Aspect Software, Inc. All rights reserved Aspect’s Market Leading Positions With the Addition of Voxeo 41 INBOUND Cloud, On-Premise & Hybrid UCCPBX UCCPBX ACD Predictive Dialing IVR/ Self Service Analytics OUTBOUND SupervisorAgents WFO Enterprise PBX/UCC Integrations CRM & Operational Environment Integrations Integrations to CRM, PBX, MS Voice Email Video Chat Customers Social SMS Mobile Customers
  • 41. ©2013 Aspect Software, Inc. All rights reserved The Combination Of Aspect and Voxeo Deliver Market Leading Position 42
  • 42. 2013 Mid-Year Analyst Update Aspect + Voxeo: The Art of the Possible
  • 43. ©2013 Aspect Software, Inc. All rights reserved 44 Aspect + Voxeo: The Art of the Possible
  • 44. ©2013 Aspect Software, Inc. All rights reserved 45 Aspect + Voxeo: The Art of the Possible
  • 45. ©2013 Aspect Software, Inc. All rights reserved 46 Aspect + Voxeo: The Art of the Possible
  • 46. ©2013 Aspect Software, Inc. All rights reserved 47 Aspect + Voxeo: The Art of the Possible Aspect Unified IP TigerShark
  • 47. ©2013 Aspect Software, Inc. All rights reserved 48 Aspect + Voxeo: The Art of the Possible
  • 48. ©2013 Aspect Software, Inc. All rights reserved 49
  • 49. ©2013 Aspect Software, Inc. All rights reserved Building remarkable customer experiences.  Have a great summit, engage our people, our partners, and each other  We’re going to work very hard for you these next few days, and beyond  Let’s have our own RELATIONSHIP REVOLUTION right here in Florida  Thank you!  Please allow me introduce some Leaders you should all know +