Microsoft and aspect, transforming customer contact management
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![Aspect’s Viewpoint Organisation Objectives: Customer Service Remains a Board Level Objective ,[object Object],Cost Reduction Remains a CIO Level Objective ,[object Object],Aspect Alignment: “Unified Communications is proven to deliver these objectives,both within the Contact Centre and the wider Enterprise” Unified Communications for the Contact Centre Applications Enterprise Unified Communications &Collaboration Strategy & Delivery Services ©2009 Aspect Software, Inc. All rights reserved.](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Microsoft and aspect, transforming customer contact management
- 1. Microsoft and Aspect, Transforming Customer Contact Management Ian Smith Principal Consultant ©2011 Aspect Software, Inc. All rights reserved.
- 4. Leadership position in all core technologies
- 5. Consistently In Leaders Quadrant for Magic Quadrant1
- 6. Rated Most Trusted Workforce Optimization Technology Provider2Inbound3 Workforce Management4 Outbound5 Others 22% GMT 5.5% Others 14.8% Others 22% Aspect 29% Aspect 9% Verint 20.7% Amcat 7% Mitel 5% Cisco 10% Siemens 12% Avaya 27% Aspect 31.5% Nortel 13% Avaya 14% Nice 27.5% Alcatel/Genesys 16% Alcatel/Genesys 14% 1Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide” by D. Kraus, S. Blood, G. Johnson, et al. November 18, 2008. 2Datamonitor, “Business Trends: Contact Center Investments in Developed Markets (Customer Focus)”, September 2008 3Datamonitor – May 2009: Market Share Insight: The Contact Center Universe (Inbound Software) 4The Pelorus Group – July 2009: 2009 World Contact Center Workforce Management Systems Market 5Datamonitor – May 2009: Market Share Insight: The Contact Center Universe (Outbound) ©2011 Aspect Software, Inc. All rights reserved.
- 8. Independent Surveys conducted by Nemertes with 1400 Customers
- 9. 10 Categories including Call Centre, Optimisation, IP Telephony, Web Conferencing and Unified Communications©2011 Aspect Software, Inc. All rights reserved. 2009 Nemertes IPCC Award 2010 Nemertes IPCC Award
- 10. Why Listen #3 ©2011 Aspect Software, Inc. All rights reserved. March 2008: Microsoft and Aspect join forces Aspect becomes a Microsoft Equity Partner &‘Go To’ Partner for Contact Centre Solutions Microsoft and Aspect launch integrated solutionsbased on Aspect Unified IP & Microsoft Lync October 2008: Aspect Unified Communications Practice UC Strategy, Planning, Implementation & Integration Services Aspect becomes 3rd Largest Global Microsoft UC Voice SI January 2010: Aspect forms Microsoft Professional Services Expands Unified Communications & Collaborationresources by a further 250
- 11. Your Customers are Changing the Game Collaboration Centre Enterprise 2.0 Real-time Communications Social Software Communities Reaching Out Reaching In Consumer 2.0 Blogs Social Sites Communities Traditional Media Web Portals UNIFIED COMMUNICATIONS AND COLLABORATION ©2011 Aspect Software, Inc. All rights reserved.
- 12. Today’s Collaboration Centre ©2011 Aspect Software, Inc. All rights reserved.
- 13. 3 Key Things You Need to Know About Aspect & Microsoft ©2011 Aspect Software, Inc. All rights reserved.
- 14. Aspect Deliver:#1: An Enterprise Class Next-Generation Collaboration Centre ©2011 Aspect Software, Inc. All rights reserved.
- 16. Complex & Limited Reporting
- 17. Inflexible, Costly & Frustrating to Manage
- 18. Limited Multi-channel customer experienceAspect® Workforce Management Aspect CallCenter & Spectrum (6 x 400 seats) Social Networking Insight & Action Genesys CTI Syntellect IVR Workflow,Web Chat, IM & SMS AspectConversations Dialler Kana eMailManagement Cisco ICM/ Genesys CIM Verint Call Recording
- 20. Complex & Limited Reporting
- 21. Inflexible, Costly & Frustrating to Manage
- 22. Limited Multi-channel customer experienceNew Agent Aspect® CallCenter® ACD(s) (during migration) Aspect®Unified IP® 7 (Disaster Recovery) Aspect® Workforce Management Aspect CallCenter & Spectrum (6 x 400 seats) Social Networking Insight & Action Genesys CTI Syntellect IVR Workflow,Web Chat, IM & SMS AspectConversations Dialler Kana eMailManagement Cisco ICM/ Genesys CIM Verint Call Recording
- 23. Aspect & Microsoft Deliver:#2: A New Level of Agent Empowerment ©2011 Aspect Software, Inc. All rights reserved.
- 24. Aspect® Unified IP® 7 Unified Agent Desktop ©2011 Aspect Software, Inc. All rights reserved. Access to IM, Presence & Collaboration Handle non-contact centre calls from Microsoft® Lync™ “Find the expert” with search from Microsoft® SharePoint® “Ask the expert” usingMicrosoft® Lync™
- 25. Unified Communications Application: Ask an Expert ©2009 Aspect Software, Inc. All rights reserved. Customer )))) Contact Centre Agent Instant Message Expert Expert
- 26. Aspect & Microsoft Deliver:#3: A Next Generation Solution for All ©2011 Aspect Software, Inc. All rights reserved.
- 28. Architected on
- 29. Launching in April 2011
- 30. Value-priced, turn key solutionNeed >100 agents/Don’t want Lync? Then use Aspect® Unified IP® 7
- 32. ©2011 Aspect Software, Inc. All rights reserved.
Notas do Editor
- Communications are changing….From interaction on business terms to collaboration on the customer’s termsBusinesses rules are evolving….Enterprises are seeking collective intelligence to make better real-time decisionsContact Centre is transforming….From contact centre to collaboration centre Contact center as we know it is fundamentally changing Walls breaking down Customer interaction business process penetrating enterprise Companies moving into the public spaces of social media Information in the public domain becomes assets to be leveraged
- Empower the 2.0 consumer to do business with you on their termsEmbrace social communities as a means to build and strengthen customer relationshipsCapture, manage and monitor information from interactions across channels and throughout social networks and the blogosphereConnect the collaboration center to the rest of the organizationManage workforce and resources more efficiently and cost effectively throughout the enterprise