©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
• (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
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