Mais conteúdo relacionado Semelhante a Aspect Contact (20) 2. Building Customer Relationships Leveraging a Combination of
Customer Contact Software and Microsoft Platforms /Services
2 ©2012 Aspect Software, Inc. All rights reserved.
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 center
4 ©2012 Aspect Software, Inc. All rights reserved.
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 Silverlight
5 ©2012 Aspect Software, Inc. All rights reserved.
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 Offices
7 ©2012 Aspect Software, Inc. All rights reserved.
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 Lync
8 ©2012 Aspect Software, Inc. All rights reserved.
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. 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 partners
10 ©2012 Aspect Software, Inc. All rights reserved.
13. 13 ©2012 Aspect Software, Inc. All rights reserved.
14. 14 ©2012 Aspect Software, Inc. All rights reserved.
15. 15 ©2012 Aspect Software, Inc. All rights reserved.
16. aspect.com
©2012 Aspect Software, Inc. All rights reserved.
Notas do Editor 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. 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
