The document outlines Aspect Software's advanced back office optimization solutions aimed at enhancing customer experience through improved workflow management and operational efficiency. It highlights the importance of back office processes for customer satisfaction, noting that a significant portion of service delivery issues stem from back office inefficiencies. The content emphasizes the benefits of real-time monitoring, workforce management, and data-driven decisions in achieving operational savings and productivity gains.

1. ©2013 Aspect Software, Inc. All rights reserved
rev: Mar 2013
What is Possible? Aspect® Advanced Back Office Optimization Ensure your back office delivers what your front office promised
Warsaw, Hotel Sheraton, October 6th 2014

2. Automated Dialogues (Self-Service)
Voice/Video
Chat/IM
SMS/Text
Social
Web & Mobile
Customer Engagement Reference Architecture
Agent Dialogues (Live Service)
Voice/Video
Chat/IM
SMS/Text
Social
Email
Inbound Routing - Proactive Outbound
Contextual Data Transfer
Workforce Management
Reporting and Analytics
Enterprise Integration – API Framework
Quality Management
Performance Management
Workforce Management
Work Allocation & Task Management
Security and Compliance
Strategic Consulting Services
Strategic Consulting Services
Workforce Optimization
Omni-Channel Customer Interaction
Performance Management
Back Office Optimization
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3. ©2013 Aspect Software, Inc. All rights reserved
3
Aspect offers the only Integrated Platform
Contact Center
Workforce Optimization
Back Office Optimization
Automated Self-service
Intelligent Multichannel Contact Routing
Compliant Proactive Outreach
Interactive Mobile Self-service
Social Customer Care
Unified Reporting and Administration
Workforce Management
Performance Management
Quality Management
Speech, Text and Desktop Analytics
Data-Driven Operational Decisions
Real-Time Work & Task Management
Measurement against Proven KPIs

4. ©2013 Aspect Software, Inc. All rights reserved
Some Things Never Change Back Office Needs
4
To deliver great customer experiences, firms must orchestrate a complex system of interdependent people, processes and technology.
Adapt Business Process Improvement
for Customer Experience, Paul Hagen (Forrester), Jan 2013
Large labor pool performing similar tasks whose outcome affects service delivery Processes are manual or may be executed by leveraging multiple operational systems
‣Average process involves 10 or more systems
‣Manual processes involve 40% of labor

5. ©2013 Aspect Software, Inc. All rights reserved
What happens in the back office has a material effect on the customer experience
Around 73% of the human resource and 60% of the knowledge needed for the customer experience resides in the back office. Source: European Business Review
60% percent of customer dissatisfaction sources are found in the back office. Source: TARP Worldwide
17% of a customer’s loyalty is a result of operational efficiency. Source: Forrester Research
5
16.6%
Recommend
15.8%
Stay
14.4%
Spend
Customer Experience Boosts Revenue
Bruce D. Temkin, Forrester Research
customer experience decision makers say that they are unable to effectively manage the end-to-end workflow of interactions “Next-Generation Contact Center”, Forrester/Aspect
Customers
of customer
experience
leaders are
more likely to…
42%

6. ©2013 Aspect Software, Inc. All rights reserved
An unexpected storm doubles the volume of claims received
The flu causes multiple employees to call in sick with work still in their queues
A growing backlog throttles the system and causes delays in claims disbursements
Managers scramble to find free resources, track down and re-assign caseload
“Strategy gets you on the playing field, but execution pays the bills”
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7. ©2013 Aspect Software, Inc. All rights reserved
7
Insight
Advanced Back Office Optimization
People
Workforce Planning and Forecasting
Forecast accurately, allocate and schedule staff optimally based on realistic scenarios, adjust in real-time
Process
Real Time Work Management
Optimize how work is allocated with real-time control over service level commitment and achievement
Insight
Reporting and Analytics
Reports and dashboards pre-configured with key back office metrics with data available to enterprise systems for 360° operational view
Aspect® Workforce
Management
Aspect®
Back Office Optimizer (powered by eg© solutions plc) Aspect® Desktop Analytics
Aspect® Back Office Optimizer (powered by eg© solutions plc) Aspect® Performance Management
Reduce customer service costs in the front office
Cut operating costs in the back office
Studies show up to 40% operational cost savings from increased productivity
Back office inefficiency and errors has been shown to drive up to 20% more agent interactions

8. ©2013 Aspect Software, Inc. All rights reserved
Putting the ACD in the Back Office
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9. ©2013 Aspect Software, Inc. All rights reserved
Real-Time Capacity Planning & Line Balancing
11
Daily Capacity Plan Summary Report
Real time view of all outstanding work
Prioritisation in line with customer demand
Real time capacity planning at all organisational levels - multiple teams, multiple sites
Line Balancing across teams to match supply and demand

10. ©2013 Aspect Software, Inc. All rights reserved
Work Prioritisation and Allocation
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Visibility of staff available, actively working or idle
The Allocation function
Real-time view of unallocated and allocated work; service priorities (task target date and process target date)
Supports manual, assisted & fully automated work allocation

11. ©2013 Aspect Software, Inc. All rights reserved
Real-Time Performance Monitoring
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Snapshot of team progress against plan
Progress Chart and Progress Detail
Real time monitoring of individual performance - coach, challenge & cheerlead

12. ©2013 Aspect Software, Inc. All rights reserved
Proven Success Across Outcomes that Matter
14
Early adopters of back-office WFO solutions are realizing very significant savings, ranging from 20% to 40%.
Donna Fluss, DMG, The Missing Links in Back-Office Business Process Management (sponsored by Aspect)
Increase in occupancy/ utilization1
Increase in back office productivity2
Decrease in scheduling time1
Decrease in back office staffing costs2
Decrease in administrative management1
Improved fulfillment productivity3
Increase in reporting productivity4
Decrease in calls to supervisor hotline3
Decrease in order processing time3
Adherence level achieved1
10%
20%
30%
35%
35%
35%
50%
50%
50%
90%
1. Nucleus Research, Aspect ROI Guidebook, 2013, 2. eg solutions plc case studies, 3. Catalyst Rx, Aspect Back Office Case Study 4. IDC

13. ©2013 Aspect Software, Inc. All rights reserved
Achieve a unified front, from front to back

14. ©2013 Aspect Software, Inc. All rights reserved
16
Aspect offers the only Integrated Platform
Contact Center
Workforce Optimization
Back Office Optimization
Automated Self-service
Intelligent Multichannel Contact Routing
Compliant Proactive Outreach
Interactive Mobile Self-service
Social Customer Care
Unified Reporting and Administration
Workforce Management
Performance Management
Quality Management
Speech, Text and Desktop Analytics
Data-Driven Operational Decisions
Real-Time Work & Task Management
Measurement against Proven KPIs

15. ©2013 Aspect Software, Inc. All rights reserved
rev: Mar 2013
Thank you for your attention! Andras Gortvai Channel Sales Manager Eastern Europe & Austria +43 699 170 722 34 andras.gortvai@aspect.com