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Sko2012 Microsoft Breakout Product Overview Mo Final
- 1. MICROSOFT BREAKOUT SESSION January 10,2012 ©2012 Aspect Software, Inc. All rights reserved.
- 2. Building Customer RelationshipsLeveraging a Combination of Customer Contact Software and Microsoft Platforms / Services 2 ©2012 Aspect Software, Inc. All rights reserved.
- 3. Aspect/Microsoft Strategic Alliance – Global strategic alliance executed in March 2008 and mutually renewable annually thereafter – Ongoing collaboration on R&D, training, sales and marketing – Aspect contributes next-generation customer contact solutions and Microsoft contributes call center management and UCC platforms – Shared vision for enabling enterprise communications – Jointly marketing next-generation customer contact solutions in Aspect’s installed base and beyond – Strengthens both Aspect and Microsoft against other unified communications and contact center offerings 3 ©2012 Aspect Software, Inc. All rights reserved.
- 4. Aspect Helps Completethe Microsoft UC Portfolio 4 ©2012 Aspect Software, Inc. All rights reserved.
- 5. Why Contact Centersare important ─ Heart of the enterprise - Service, Sales & 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 customer ─ Strategic decisions about unified transactions per company communications need to include the contact center 5 ©2012 Aspect Software, Inc. All rights reserved.
- 6. Aspect Solutions GenerateSignificant Microsoft Pull-through Solutions Media Server Lync 2010 Email Connectivity Exchange 2010 (SP1) Authentication Active Directory Web, Expert Search SharePoint 2010 and Content Management Front Office Application v Microsoft Dynamics CRM Operating System Windows Server 2008 R2 Database SQL Server 2008 Windows Workflow IVR Functionality Foundation Agent and Supervisor Silverlight Applications 6 ©2012 Aspect Software, Inc. All rights reserved.
- 7. Aspect Offers Solutionsfor Small and Enterprise Contact Centers Significant Opportunity to Scale Lync Business Next-Generation Contact Center Platforms Built for Lync Small Enterprise Contact Center Solution Contact Center Solution Up to 100 Seats 100 – 50,000 Seats 7 ©2012 Aspect Software, Inc. All rights reserved.
- 8. Solutions for theContact Center Aspect® Unified IP® 7 Aspect® Contact™ 2011 Significant Opportunity to Enterprise Class Contact Ideal for Small Contact Scale Lync Business Center Solution for Centers and Help Desk Customer Service, Scenarios Next-Generation Contact Collections, and Telesales Center Platforms Built Up to 100 Seats for Lync Ideal for Mission-Critical Contact Centers Scales to Tens of Thousands of Seats 8 ©2012 Aspect Software, Inc. All rights reserved.
- 9. Aspect® Contact™ 2011 9 ©2012 Aspect Software, Inc. All rights reserved.
- 10. Small Contact CenterSolution – 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 Offices 10 ©2012 Aspect Software, Inc. All rights reserved.
- 11. Aspect® Contact™ Streamline operations Best with Lync and optimize • High quality voice, customer instant messaging interactions and email integration Turnkey Deployment/ No Surprises Best-in-Class Customer • Deploy within hours Contact Technology • Easy to use, install • Multimedia routing and support and queuing • Skill requirements • Real-time and on par with Lync historical reporting 11 ©2012 Aspect Software, Inc. All rights reserved.
- 12. Aspect® Contact™ Hi this is Christina how can I help you today? I’d like to set up an auto pay on my mortgage. Can you help? Of course, here is a link to the form you will need abcfinancial.com/autopay 12 ©2012 Aspect Software, Inc. All rights reserved.
- 13. 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 ─ Multimedia 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‖ 13 ©2012 Aspect Software, Inc. All rights reserved.
- 14. Highly Flexible Interactionand 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 partners 14 ©2012 Aspect Software, Inc. All rights reserved.
- 15. Highly Simplified AdministratorUI Using Microsoft 15 ©2012 Aspect Software, Inc. All rights reserved.
- 16. 16 ©2012 Aspect Software, Inc. All rights reserved.
- 17. 17 ©2012 Aspect Software, Inc. All rights reserved.
- 18. 18 ©2012 Aspect Software, Inc. All rights reserved.
- 19. Aspect® Contact™ 2011Demo 19 ©2012 Aspect Software, Inc. All rights reserved.
- 20. Enterprise Contact CenterSolution Aspect® Unified IP® >100 Seats ©2012 Aspect Software, Inc. All rights reserved.
- 21. Where are theEnterprise Contact Center Opportunities? Industries Company – Financial Services Size (banking, mortgage) (Revenue) >=$1 Billion – Healthcare (payers) – Insurance – Telco – Outsourcers # of Desktops – Retail = >1,000 – Airlines/Travel – Any large firm with a collections group 21 ©2012 Aspect Software, Inc. All rights reserved.
- 22. Enterprise Contact CenterChallenge Improve Operational Results 22 ©2012 Aspect Software, Inc. All rights reserved.
- 23. Enterprise Contact CenterChallenge Create differentiation to maintain competitive advantage ISP’s/ Banks/ Wireless Hotels Airlines Insurance Credit Issuers Healthcare Retail Carriers New mobile Reservation/ Flight/Gate Claims Credit Card Rx recall/ Order device/ status processing interaction fulfillment Cancellation /Mortgage alerts billing updates status status confirmations processing information status Disease Flight Return cancellation/ Invoice Mgt Info Service Upcoming processing rebooking processing Fraud activation stay info status Insurance/ notification notification alerts invoice information processing Contextual Post-Stay Ticket Annual Overdraft status Technician purchase product Survey enrollment protection dispatch confirmation Enrollment interest processing notification notifications claims Outage Emergency processing information status 23 ©2012 Aspect Software, Inc. All rights reserved.
- 24. Enterprise Contact CenterOpportunity Unite the enterprise with the contact center to meet new demands 24 ©2012 Aspect Software, Inc. All rights reserved.
- 25. Aspect® Unified IP®7 - Enterprise Contact Center Solution ─ Greater than 100 contact center seats ─ Built for Lync ─ Multichannel ─ Proven + Reliable = 1,000+ deployments ─ Leverages Microsoft product platforms ─ Wide Range of Third Party Accolades and Awards 25 ©2012 Aspect Software, Inc. All rights reserved.
- 26. Aspect® Unified IP®7 Next Generation Enterprise Contact Center Solution Aspect® Unified IP® 7 — Powers customer contact applications: Seamless Customer Service™, Unified Proactive Contact, Blended Interaction™ — Enables customer interactions across channels — Facilitates proactive contact — Delivers seamless customer experience from self service to live agent — Unifies management, administration, routing and reporting — Extends to the enterprise with Unified Communications and Collaboration 26 ©2012 Aspect Software, Inc. All rights reserved.
- 27. Aspect® Unified IP®7 Unified Command and Control® delivers visibility and control Central management and administration Enterprise Enterprise Administration Routing Enterprise Enterprise Reporting Campaign Management 27 ©2012 Aspect Software, Inc. All rights reserved.
- 28. Aspect® Unified IP7® Lync and SharePoint integration improves customer experience Uses Microsoft Lync and SharePoint to Increase Collaboration Between the Contact Center and the Enterprise – Access IM, Presence, Video, and Collaboration capabilities in addition to contact center functions – Handle non-contact center calls from Microsoft Lync within the same Unified Agent Desktop – ―Find the expert‖ with search from Microsoft SharePoint 2010 28 ©2012 Aspect Software, Inc. All rights reserved.
- 29. Aspect® Unified IP7® Collaboration capabilities increase productivity and improve service Leverage Lync within the Contact Center and the Enterprise – Contact center agents are empowered – Use application sharing, desktop sharing, to IM supervisors, managers, and other conferencing and video from Microsoft team members to improve customer Lync to increase productivity and meet experience and first call resolution new customer demands – Receive incoming IM communications from customers and partners 29 ©2012 Aspect Software, Inc. All rights reserved.
- 30. Aspect® Unified IP®7 Empowered agents resolve customer issues quickly I can take care of Let me check This is Jenn, how that for you. with your Plan may I help you? Provider… PSTN Hi, I’m wondering if I can move my active 401(k) to an IRA? Yes, he’s eligible. Federated Partner Thank you for calling ABC Corp. Press 1 for… 30 ©2012 Aspect Software, Inc. All rights reserved.
- 31. Aspect® Unified IP®7 Dynamics CRM integration improves personalization and proactive contact strategies Tasks Information Process 31 ©2012 Aspect Software, Inc. All rights reserved.
- 32. 32 ©2012 Aspect Software, Inc. All rights reserved.
- 33. 33 ©2012 Aspect Software, Inc. All rights reserved.
- 34. 34 ©2011 Aspect Software, Inc. All rights reserved.
- 35. Advanced Capabilities foundin Aspect® Unified IP® 7 – Automated Outbound Dialing / SMS / Email – High Volume List Management – Enterprise Multi-Node Deployment Model – Scalability of up to 1500 Agents /Node – Enterprise Wide Reporting – Multi-Node Network Routing – Advanced CTI Integration Capabilities – Integrated Call Recording and Screen Capture – Advanced Skills Based Routing of Interactions to Agents Aspect Unified IP 35 ©2012 Aspect Software, Inc. All rights reserved.
- 36. Aspect® Workforce Optimization 36 ©2012 Aspect Software, Inc. All rights reserved.
- 37. Aspect® Workforce Optimization Comprehensive Workforce Optimization Solution ‒ Industry-leading Workforce Management ‒ Quality Management ‒ Performance Management ‒ Speech Analytics ‒ Desktop Analytics ‒ Surveys ‒ eLearning Leverages Microsoft Stack ‒ SQL Server ‒ Lync for click-to-communicate ‒ Outlook 37 ©2012 Aspect Software, Inc. All rights reserved.
- 38. Aspect® Workforce Optimization — Comprehensive solutions for…. — Customer Service- inbound calls, emails, chats, faxes, social media, etc Consumers — Sales & Collections - Right Party Connection percentages — Multi-skill & blended – Experts Staff for employees that do multiple things throughout the day Contact Center — Back office – tasks with longer response times, like operational processes , Back Office billing disputes, tax compliance etc. UNIFIED COMMUNICATIONS AND COLLABORATION 38 ©2012 Aspect Software, Inc. All rights reserved.
- 39. Workforce Management ─ Forecasting/Strategic Planning ─ Inbound, Outbound, Blended, Multiskill, Multichannel ─ Automated contact and activity pattern updates ─ Powerful scenario planning ─ Scheduling ─ Template based & preference based scheduling ─ Unlimited trial schedules ─ Tracking Intraday Management ─ Track forecast vs. actual performance ─ Re-forecasting & Intraday scenario planning ─ Schedule Optimizers ─ Enhancement Packages ─ Historical & real-time schedule adherence ─ Web and IVR schedule access for employees & supervisors ─ Automatic notification of schedule changes, requests and trades ─ Automated seat assignment and intraday management 39 ©2012 Aspect Software, Inc. All rights reserved.
- 40. Quality Management ─ Record ─ 100% optional full time logging ─ On demand recording (Agent or Supervisor) ─ Business rules based recording ─ Record calls and agent screens ─ Encryption and security features that enable you to meet PCI DSS compliance standards ─ Score ─ Evaluate agent performance and embed coaching ─ Customer scoring of transaction ─ Flexible scorecard development to meet your unique business goals ─ Analyze ─ Full set of out of the box reports ─ Speech analytics ─ Integrated eLearning and coaching workflows 40 ©2012 Aspect Software, Inc. All rights reserved.
- 41. Performance Management ─ Role-based Intuitive Dashboards ─ Homepages, Scorecards, Reports, Graphs ─ Pivots, self-service analytics; quartile segmentation ─ Automated & Data-Driven Alerts & Workflows ─ Automated alert notifications of defined condition occurrences (e.g. under performing) ─ Agent coaching ─ Coaching forms automatically initiated based on performance thresholds ─ Agents track performance throughout review period and self correct ─ Understand & Drive: ─ Attainment to goals ─ Trending information ─ Cause & Effect ─ Champion/Challenger Strategies ─ Impact across data sources 41 ©2012 Aspect Software, Inc. All rights reserved. 41
- 42. Leveraging Lync toCommunications Enable WFO Processes Click to communicate to quickly resolve service level issues 42 ©2012 Aspect Software, Inc. All rights reserved.
- 43. Integration with ExchangeServer — Generate and Optimize Agent schedules in Aspect® Workforce Management — Deliver Automatically to Agent’s Exchange calendar via communication with Exchange Web Services — Automatically generate notification emails when schedules change, trades are accepted, or vacation requests are processed. 43 ©2012 Aspect Software, Inc. All rights reserved.
- 44. Promote Smarter Interactions Synthesize Intelligence Put Learning into Action Put Learning into Context 44 ©2012 Aspect Software, Inc. All rights reserved.
- 45. Aspect Solutions WithMicrosoft Technology Stack 45 ©2012 Aspect Software, Inc. All rights reserved.
- 46. aspect.com ©2012 Aspect Software, Inc. All rights reserved.
Editor's Notes
- #3 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.
- #5 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
- #8 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
- #9 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
- #12 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.
- #13 Here are some examples of the user interfaces for Aspect Contact. Modern and Simple built using Silverlight.
- #19 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.
- #22 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
- #23 Contain Costs – Improve operational results by containing costs while meeting consumer demand. [Click]Drive effective interactionsFirst contact resolutionCustomer satisfactionPromises to pay[Click]Control personnel costsReduce overstaffing/understaffingImprove handle timeIncrease schedule adherence[Click]Improve operational efficiencyDynamic decisionsStaff productivityFlexible contact strategies
- #24 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.
- #25 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….?
- #26 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.
- #28 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
- #30 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.
- #31 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.
- #32 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
- #35 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.
- #45 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