Aspect Contact

ASPECT® CONTACT™ 2011

©2012 Aspect Software, Inc. All rights reserved.1

©2012 Aspect Software, Inc. All rights reserved.

Building Customer Relationships Leveraging a Combination of

Customer Contact Software and Microsoft Platforms /Services

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Aspect Helps Complete the Microsoft UC Portfolio


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

• Strategic decisions about unified

communications need to include

the contact center


100s of millions of

customer transactions

per company

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Aspect Solutions Generate Significant Microsoft Pull-Through


Media Server Lync 2010

Email Connectivity Exchange 2010 (SP1)

Authentication Active Directory

Web, Expert Search and

Content ManagementSharePoint 2010

Front Office Application Microsoft Dynamics CRM

Operating System Windows Server 2008 R2

Database SQL Server 2008

IVR Functionality Windows Workflow Foundation

Agent and Supervisor Applications Silverlight

Solutions

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Aspect® Contact™ 2011


Small Contact Center Solution – The Opportunity

– IT Help Desks

– Small-Scale Sales,

Service and Support

Departments

– Corporate Departments

and Branch Offices

Clients wanting

to leverage

their Lync

strategies and

investments

Microsoft-centric

companies


Prospects

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─ 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



– 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”


• Contact center agents are empowered

to IM supervisors, managers, and other

team members to increase service and

first call resolution

• Receive incoming IM communications

from customers and partners

• Use application sharing, desktop

sharing, conferencing and video from

Microsoft Lync to increase productivity

and service

Highly Flexible Interaction and Collaboration Experience


Leverage Lync within the Contact Center and the Enterprise

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Highly Simplified Administrator UI Using Microsoft


Real-Time Canvas


aspect.com


http://www.aspect.com

Aspect Contact

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