©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Customer Relationship Revolution

What’s Next?

Answers to deliver outstanding customer experience with the Omni-Channel Approach - Examples

Warsaw, Hotel Sheraton, 6. October 2014

The Omni-Channel Self-Service

Experience

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

THE SHIFT TO OMNI-CHANNEL

COMMUNICATIONS …has given customers limitless ways to make their voices heard – whenever, wherever and

however they choose.

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Aspect Mission: Make it

easy for you to engage with

your customers

4

Automated Dialogues

(Self-Service)

Voic

e/V

ideo

Chat/

IM

SM

S/T

ext

So

cia

l

Web &

Mobile

Customer Engagement Reference Architecture

Agent Dialogues

(Live Service)

Voic

e/V

ideo

Chat/

IM

SM

S/T

ext

Socia

l

Em

ail

Inbound Routing - Proactive Outbound

Conte

xtu

al D

ata

Tra

nsfe

r

Work

forc

e

Managem

ent

Reporting and Analytics

Enterprise Integration – API Framework

Qualit

y

Managem

ent

Perf

orm

an

ce

Managem

ent

Wo

rkfo

rce

Managem

ent

Work

Allo

cation &

Task M

anagem

ent

Security and Compliance

Str

ate

gic

Consultin

g S

erv

ices

Str

ate

gic

Consultin

g S

erv

ices

Workforce

Optimization

Omni-Channel Customer Interaction

Perf

orm

ance

Managem

ent

Back Office

Optimization

12

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Voice… and Beyond

6

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Voice… and Beyond

7

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Voxeo CXP Application Lifecycle Management

Reporting Analytics & Business Intelligence

Built-in Simulation & Load Testing

Project Auto Documentation

Call flow Management & Migration

Services Control Center

Eclipse Desktop IDE

Analytics

Best-in-class, real-time & historical analysis and reporting solution

Continuous real-time monitoring of customer self-service interactions

Gain insight about the customer satisfaction rates and the business impact

Understand customer behaviour in a 360 degree view:

Dominant Path Analysis - Understand caller navigation and service usage patterns

Business Task Analysis - Understand transaction completion rates and failure scenarios

Personalization Analysis - Understand service experience broken down by customer categories

Comprehensive Reporting - drill down to MSISDN / input state level

Business User Interface What it does: Change content & behavior of portals and self-services in real time, w/o IT support

Changing contact center opening hours Changing call transfer destinations (skill groups) Scheduling announcements (De)activate menu choices and self-services

Unparalleled Customer Experience

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Omni-Channel Self-Service

Demo

https://beam.nokia.com/

9

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Smart Bank - Application Prototype

10

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Smart Bank - Application Prototype

11

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Smart Bank - Application Prototype

12

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Prime Telecom - Application Prototype

13

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Prime Telecom - Application Prototype

14

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

Call Prime Telecom

<2> Change Customer Data

Enter pin <1234>

<3> Change Credit Card

<2> Change Expiration Date

…and now you enter the tunnel…

https://beam.nokia.com/

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Smart Health - Application Prototype

20

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Smart Health - Application Prototype

21

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Car Hire - SMS Application Prototype

22

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

Seamless move to an agent assisted action

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Twitter is also possible as a Channel

23

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

Seamless move

to an agent

assisted action

USE CASE

Live Voting

Results arriving on different channels

displayed instantly

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Give your audience a voice and

use it for moderation and

illustration….

Example: Which should be the next conference location?

• Munich

• Hamburg

• Zürich

• Duesseldorf

• Voting via:

• 2-Way SMS

• Twitter

• (Mobile) Web

• IVR (DTMF and/or Speech Recognition)

SMS

Mobile

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

….accurate to the second

26

USE CASE

Visual IVR

Parking Ticket

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Parking Ticket – Visual IVR Application Prototype

28

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

29

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

Parking Ticket – Visual IVR Application Prototype

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

30

Maximize positive brand mentions Maximize customer satisfaction

Monitor and listen for trends Resolve customer issues

Share of voice, reputation Net Promoter (NPS), C-Sat, AHT

Quarterly Real-time

Shared and corporate One-on-one

First contact resolution

“Let me find you someone…” “How can I help you?”

Parking Ticket – Visual IVR Application Prototype

https://beam.nokia.com/

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©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