Delivering an exceptional customer experience with a next-generation customer contact solutions

©2013 Aspect Software, Inc. All rights reserved
rev: Mar 2013
Customer Relationship Revolution What’s Next? Delivering an exceptional customer experience with a next-generation customer contact solutions Business Breakfast
Warsaw, Hotel Sheraton, 6. October 2014

rev: Mar 2013
Andras Gortvai Channel Sales Manager Eastern Europe & Austria +43 699 170 722 34 andras.gortvai@aspect.com
Ingo Brod Senior Account Executive +49 6102.30500.09 ingo.brod@aspect.com
Michal Szybalski Business Solution Manager +48 1 268 48400 michal.szybalski@comarch.pl

Agenda Business Breakfast - Warsaw, Hotel Sheraton, October 6th 2015
Greeting Michal
Aspect Overview – A 40 Year Old Startup Ingo
Zipwire - The Disrupting Cloud Based CC Ingo
Omni-Channel Self Service Andras
Aspect Social – Customer Service and Social Media Andras
Back Office Optimizer – Deliver on the Promise of the Front Office Andras
Q&A

rev: Mar 2013
Aspect Overview – A 40 Year Old Startup

40 YEARS OF INDUSTRY innovation
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

…with the renewed energy of a Start-up
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

Las Vegas
Orlando
London
Cologne
Frankfurt
Hong Kong
Singapore
DC Data Center
CC Contact Center
NOC Network Operations
DC
DC CC NOC
DC CC NOC
DC
DC
DC
In A Year, From Premise Only
To The Industry’s Most Comprehensive Deployment Flexibility
Premise
SaaS PaaS
Managed
Hybrid
Private Cloud

A view on Aspect’s numbers…
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

Remarkable Customer Experiences Start with Aspect
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization and back-office operations.
Unmatched Deployment Flexibility
Aspect Powers
COMMERCIAL BANKS
4 of the top 5
TELECOM PROVIDERS
4 of the top 5
AIRLINE CARRIERS
5 of the top 5
HEALTHCARE PROVIDERS
8 of the top 10
GENERAL MERCHANDISERS
9 of the top 10
$
total revenue
437M
recurring
64%
new logos acquired annually
100+
1,900+ employees
channel partners worldwide
164
largest customers have
40,000+
seats of WFO
20,000+
seats of contact center
servicing
2,300+ worldwide
customers
Premise
Private Cloud
SaaS
Hybrid

26.7%
Aspect
11.8%
Others
25.7%
Vendor 1
6.8%
Vendor 4
9.8%
Vendor 3
19.2%
Vendor 2
16.7%
Aspect
37.2%
Others
9.1%
Vendor 4
10.3%
Vendor 3
13.1%
Vendor 2
13.6%
Vendor 1
WORKFORCE MANAGMENT
OUTBOUND CONTACT CENTER
Source: Pelorus Associates, “2014 World Contact Center WFM Systems Market”, Mar 2014
Source: Frost and Sullivan, “Worldwide Contact Center Systems Market” , Nov 2013
Provider of integrated contact center & workforce optimization solutions
# 1
# 1
Provider of IVR and multi-channel self-service solutions (with recent acquisition of Voxeo)
# 1
Provider of Workforce Management Solutions
# 1
Provider of Outbound Solutions

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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

ASPECT POWERS
1.4 MILLION AGENTS ACROSS 70 COUNTRIES
OVER 100 MILLION DAILY TRANSACTIONS
62% OF FORTUNE 100

Aspect customers in Polish region

Gartner’s 2014 Contact Center Market Share Aspect Leads The Way with Revenue Growth
Source: “Market Share: Contact Centers, Worldwide, 2013”, Gartner March 2014
Only Aspect jumped two spots in in market share while all of the major players remained flat
Only Aspect and Cisco captured market share with Aspect leading the way
Only Aspect had the biggest YOY Growth of any major competitor (8.4%)

16
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…

THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS IS GIVING RISE TO
The Relationship Revolution

Customer Expectations
KNOW ME:
Personalized Interactions
SHOW ME YOU KNOW ME:
Targeted/Timely Notifications and Previous Interaction History
ENABLE ME:
All Channels, All the Time, All Devices
VALUE ME:
Recognize and Listen to Your Customers
Accenture: The New Omni-Channel Approach to Serving Customers
Omni-channel Customer Experiences

Product Innovation for The Relationship Revolution

20
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

Customer Engagement Reference Architecture Omni-Channel Capabilities Needed To Enable The Relationship Revolution
21
Cloud Based
Premise
AVAILABLE

Product Innovation for The Relationship Revolution: Contact Center

Aspect® Unified IP®
Aspect has the only UNIFIED Contact Center platform that
‣Can work seamlessly across all channels
‣Deliver a full set of compliance capabilities
‣Offers enterprise class performance and availability
‣Delivers interaction management how you want it: Cloud, On Premise or Hybrid Reduced costs, lower total cost of ownership and remarkable customer experiences.
23

24

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•CRM becomes the primary interface for all data and agent activity
•Call controls, CRM search and contact disposition is also available in the Aspect Interaction Manager
•Summary data from disparate systems is loaded through the Aspect Interaction Manager

Bridge the Gap: Multichannel Self-Service and Contact Center
Extend self-service to multichannel, and seamlessly hand over to live service on same channel
Contextual Handover to Live Agent

Hosted multi-channel customer communications platform and innovative fraud applications
‣create and manage integrated, interactive communication campaigns across a wide range of mediums.
‣multitude of applications and features to ensure the best possible method of communication.
‣PCI DSS Level 1 payment gateway. Integrate with any communications channel or payment merchant. Reduced costs, lower total cost of ownership and remarkable customer experiences.

28
From a Social Monologue to a Social Dialogue: Aspect® Social
‣On demand product purpose-built for the contact center
‣Focus and measure social service efforts and outcomes
‣Capture, prioritize and assign social interactions to the right team
‣Maintains the context of social conversations
‣Enables proactive care for the social customer

Aspect Reporting
oDisplay Real-Time and Historical data
oFlexible Desktop layouts
oActionable Data through Aspect Application Foundation
oAutomation & Alert Notifications
oIntegrate with and display 3rd party data
oCan be used for Monitor / Wall Boards
oAgent, Supervisors, Administrators
oHighly customizable

The no-hassle contact center in the cloud. 100% Cloud  0% Complexity  100% Uptime
Inbound
Reporting
Outbound
Recording
Blended
Self-service
Multi-channel
Intelligent skills- based routing
...and we just got started!
•FREE TRIAL !!!!
•http://zipwire.aspect.com/
•deployed in hours, not days, rapid expansion and contraction

Product Innovation for The Relationship Revolution: Workforce Optimization

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.
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Workforce Planning and Management
Performance and Quality
Advanced Analytics

Workforce Optimization Efficiency Gains
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/utilization
Multi-skill productivity increase
Reduced attrition
Reduced planning effort
Call handling per hour
Reduced vacation planning effort
Adherence level achieved
10%
Up to 20%
20%
30%
35%
35%
50%
55%
80%
90%

Aspect® Workforce Optimization Customer results
Google
▸Estimated savings of $250k in the first 3 months by reducing overstaffing ICE
▸Saved $2.5 million dollars in the first year by improving productivity Hilton
▸Increasing revenues over $1.2 million year over year

Aspect® Workforce Optimization 8.0
-Brenda
-Latisha
-Dajara
►The most innovative release of workforce optimization in industry history
►Modern, professionally designed user interface with icons, dashboards, and configurable widgets
►Tested and retested by dozens of agents
►Tight integration and consistent look and feel across all WFO components
►Extremely easy to learn and use – Agent can view key information and get back to revenue-generating work
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Aspect Workforce Mobile
•View, Add & Edit Schedule Requests
•Supervisor & Agent functionality
•Personal Account Balances
•View Intraday Performance
•View Agent Productivity
•Send Notifications
•Compatible across Apple, Android and Windows Mobile devices
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Quality Management – Optimieren Sie permanet die Qualität

Speech Analytics – Understand your customers

Performance Management – Uncover opportunities for optimization
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Product Innovation for The Relationship Revolution: Back Office Optimization

42
Insight
Aspect® Advanced Back Office Optimizer
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
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

Stay in the conversation even as consumers take control of it.

rev: Mar 2013
Ingo Brod
Account Executive
Phone: +49 6102 3050009
Email: ingo.brod@aspect.com

Delivering an exceptional customer experience with a next-generation customer contact solutions

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Delivering an exceptional customer experience with a next-generation customer contact solutions