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Aspect Contact

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Aspect Contact

  1. 1. ASPECT® CONTACT™ 20111 ©2012 Aspect Software, Inc. All rights reserved.
  2. 2. Building Customer Relationships Leveraging a Combination of Customer Contact Software and Microsoft Platforms /Services2 ©2012 Aspect Software, Inc. All rights reserved.
  3. 3. Aspect Helps Complete the Microsoft UC Portfolio3 ©2012 Aspect Software, Inc. All rights reserved.
  4. 4. Why Contact Centers are Important – Heart of the enterprise - Service, Sales and 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 100s of millions of • Strategic decisions about unified customer transactions communications need to include per company the contact center4 ©2012 Aspect Software, Inc. All rights reserved.
  5. 5. Aspect Solutions Generate Significant Microsoft Pull-Through Solutions Media Server Lync 2010 Email Connectivity Exchange 2010 (SP1) Authentication Active Directory Web, Expert Search and SharePoint 2010 Content Management Front Office Application v Microsoft Dynamics CRM Operating System Windows Server 2008 R2 Database SQL Server 2008 IVR Functionality Windows Workflow Foundation Agent and Supervisor Applications Silverlight5 ©2012 Aspect Software, Inc. All rights reserved.
  6. 6. Aspect® Contact™ 20116 ©2012 Aspect Software, Inc. All rights reserved.
  7. 7. Small Contact Center Solution – The Opportunity Clients wanting to leverage their Lync Prospects strategies and investments – IT Help Desks – Small-Scale Sales, Microsoft-centric Service and Support companies Departments – Corporate Departments and Branch Offices7 ©2012 Aspect Software, Inc. All rights reserved.
  8. 8. Aspect® Contact™ 2011 ─ Best with Lync ─ High quality voice, instant messaging and email integration ─ Streamline operations and optimize customer interactions ─ Utilizes Aspect’s best in class contact center technology ─ Multimedia routing and queuing ─ Real-time and historical reporting ─ Turnkey Deployment/No Surprises ─ Deploy within hours ─ Easy to use, install and support ─ Skill requirements; on par with Lync8 ©2012 Aspect Software, Inc. All rights reserved.
  9. 9. 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 • Multi-media 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”9 ©2012 Aspect Software, Inc. All rights reserved.
  10. 10. Highly Flexible Interaction and Collaboration Experience Leverage Lync within the Contact Center and the Enterprise • Contact center agents are empowered • Use application sharing, desktop to IM supervisors, managers, and other sharing, conferencing and video from team members to increase service and Microsoft Lync to increase productivity first call resolution and service • Receive incoming IM communications from customers and partners10 ©2012 Aspect Software, Inc. All rights reserved.
  11. 11. Highly Simplified Administrator UI Using Microsoft11 ©2012 Aspect Software, Inc. All rights reserved.
  12. 12. Real-Time Canvas12 ©2012 Aspect Software, Inc. All rights reserved.
  13. 13. 13 ©2012 Aspect Software, Inc. All rights reserved.
  14. 14. 14 ©2012 Aspect Software, Inc. All rights reserved.
  15. 15. 15 ©2012 Aspect Software, Inc. All rights reserved.
  16. 16. aspect.com ©2012 Aspect Software, Inc. All rights reserved.

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