Aspect and AMC Technology: The Balancing Act For Contact Centers

The Balancing Act for Contact Centers: Reducing Costs and

Improving Customer Experience

Michael Kropidlowski Larry Smothers Ken Rush

Product Marketing Manager Global Partner Sales Manager Partner Solutions

Aspect AMC Technology AMC Technology

© 2009 AMC Technology, LLC. All rights reserved.

© 2009 Aspect Software, INC. All rights reserved.

Agenda

2

Driving Forces for Contact Center Integration

Challenges of Integration

1

2

3 Recommended Solutions

4 Customer Examples

5 Aspect and AMC Technology



A Typical Agent Desktop

3

Source: Yankee Group, 2006

More than 65% of contact center agents use three or more applications.

More than 25% use five or more applications.

70% say they waste time switching between applications.

Two-thirds say their IT systems could be improved.


© 2009 Aspect Software, INC. All rights reserved. 4

•Deliver seamless customer experience

•Present knowledgeable and informed

agents

•Improve First-time contact resolution

•Improve responsiveness

•Build brand

•Improve agent productivity

•Reduce attrition related costs

•Minimize administration overhead

•Reduce call volume

•Increase self service usage

•Improve Total Cost of Ownership

The Balancing Act



Consumer Demands

Deliver Seamless Customer Experience

Present Knowledgeable and Informed Agents

Improve First-time Contact Resolution

Improve Responsiveness

Build Brand

5



Cost Considerations

Improve Agent Productivity

Reduce Attrition-related Costs

Minimize Administration Overhead

Reduce Call Volume

Increase Self-service Usage

Improve Total Cost of Ownership

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Agenda

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1

2


4 Customer Examples




Developing Customer Retention/Profitability

Strategies

Increasing Associate Retention

Creating Technology Strategies to Support New

Communication Channels

Challenges In the Contact Center

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Challenges of Contact Center Integration

Variety of Systems to Support Communications

Support for telephony, email, chat, fax, online ordering

Can be a complex, distributed systems environment

Growth in Complexity with Emergence of New

Channels

Contact centers are offering more ways to communicate

Multiple vendors, platforms, communications standards

Expansion of System Capabilities

Integration through Each System’s API

Telephony – CTI server, proprietary API

Email – email server, SMTP API

Chat – web server, web services API

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Agenda

10



1

2


4 Customer Examples




World’s First and Most Comprehensive Unified IP Product

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Aspect® Unified IP™

– Inbound

– Outbound

– Voice Portal

– Email Management

– Knowledge Base

– Web Chat, Web Collaboration

– Recording & Quality

Management

– Unified Reporting, Routing and Administration

– Multi-tenant

– Transport of choice

• SIP: Open, Closed

• TDM



Unified Communications Applications from Aspect

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UC Application Business Benefit Key Capabilities

SeamlessCustomer Service™

Coordinate self service with live

agent assisted service to

improve first call resolution and

enhance the overall customer

experience.

• Inbound

• Voice Portal

• Ask an Expert

Streamlined Collections™

Automate early stage contact

and provide a more effective

past due account targeting

strategy to reduce

delinquencies and write-offs.

• Outbound

• Voice Portal

• Campaign Management

Blended Interaction™

Provide greater visibility, control

and staffing efficiency in a

multichannel contact center to

enhance customer satisfaction

and improve business results.

• Inbound

• Voice Portal

• Outbound

• Internet Contact

• Workforce Management



Aspect® Unified IP™

Quality

Management

Voice Portal

Internet

Contact

OutboundInbound Unified:Administration

Reporting

Workflow

Open IP

Closed IP

TDM

“Unlock” Capabilities as Business Needs Dictate

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The Aspect® Unified IP™

Advantage

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Deployment Architecture

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Supports Aspect Unified IP release 6.5.1 and 6.6

Single channel -- voice only (inbound and outbound services)

Supported Business Applications

Microsoft ® Dynamics CRM 3.0 and 4.0

Oracle Siebel® 7.X, 8.0, 8.1 and higher

Oracle PeopleSoft® PeopleSoft CRM 8.9 and 9.0; PeopleTools 8.47+

SAP

ICI WebClient: CRM2007, mySAP CRM 5.0

WinClient: myCRM 4.0 and 5.0 [SAPPhone & Agent Dashboard]

R/3 Enterprise

Salesforce

Functional Integration

CRM-based agent screen pop

Integrated telephony controls within CRM application

Access to all Aspect Unified IP voice functionality

Aspect® Unified IP™ CRM Connector Capabilities

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Aspect® Unified IP™ CRM Connector Business Benefits

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Seamless agent interaction

Customers can integrate Aspect Unified IP with CRM application at the agent desktop to provide a seamless agent interaction.

Leverage existing CRM system

Leverages the customer CRM system for agent productivity and interaction.

Combined CRM and routing decision data

Allows customers to have an opportunity to tap into their CRM system for IVR and routing rules for Aspect Unified IP

Certified out-of-the-box integration

AMC Technology maintains the CRM certification, which is passed on to the customer through the integration to Aspect Unified IP

Middleware approach reduces upgrade dependencies

Upgrade to CRM system will have little to no impact on interaction with Aspect Unified IP integration



Agenda

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1

2


4 Customer Examples




Case #1

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U.S.-based multimedia company delivering directory services across multiple platforms

Challenge:

Blended agents – both inbound and outbound

Outbound: B2B prospect campaigns for internet and print media using both predictive and preview dialing

Inbound: Conversion of prospects to opportunities

Solution: Aspect Unified IP + CRM Connector +

Salesforce CRM

Why Selected:

Modernizing call center

Close AMC partnership with both Aspect and salesforce.com

Ability to implement complex new application and channel interaction flows quickly and reliably



Case #2

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Mobile communications provider in South Africa

Challenge:

B2C outbound predictive, progressive and preview campaigns in Siebel and Aspect

Support complex call disposition processes

Solution: Aspect Unified IP + CRM Connector + Siebel 8

Why Selected:

Ability to turn enhance Siebel adapter with new functionality in a tight timeframe

Product implementation

We are customer driven: Ability to respond to changing market conditions to meet customer requirements

Certified Partnerships



Challenge:

Demonstrate SAP CRM Win Client integration with Aspect Unified IP

Address numerous additional customer requirements;

Complete remote install in India via VPN

Solution: Aspect Unified IP + CRM Connector + SAP CRM 2007

Why Selected:

Delivered POC that convinced customer to implement Aspect Unified IP

Up and running quickly and successfully with minimum of logistical overhead

Certified solution

Case #3

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Multinational pharmaceutical company



Value of CRM Connector Architecture

Simplifies Complex Integration Normalizes events, commands and information

across channels and applications.

Provides a standard reference state from multiple agent work states distributed throughout the system.

Increases Application Stability

Improves Flexibility

Provides Extensibility Vendor / version independent -- allows deployment

chosen vendors’ recommendations

Channel independent – supports common integration events and methods

Application independent

Preserves Customer Investment

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Agenda

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1

2


4 Customer Examples



© 2009 Aspect Software, INC. All rights reserved. 24

Why the Partnership Makes Sense

Aspect®

Largest company solely focused on the contact center

Insight of delivering value-added contact center solutions

Delivering Unified Communications for the contact center

AMC Technology

Provides proven integration between leading CRM applications and contact center systems for some of the largest companies

Fundamentally improves how data flows between the back office to the agent desktop to get the information they need everyday

Powers thousands of contact center agents around the globe to work more effectively and deliver higher levels of customer service

Together

Two focused, extremely successful software companies, each with the proven history and expertise of addressing and meeting the needs of consumers and businesses

Combines #1 CRM integration with #1 company focused on the contact center



Building and Sustaining Value with Aspect and AMC Technology

Business Value Contact Center

Value

IT Value

Stable platform for growth

that meets current and

future business needs

Improved customer

service & experience -

right customer, right

information, right agent –

the first time

Improved operating

efficiencies and cost

control/lowers cost per

contact with ‘first call

resolution’

Process improvement and

compliance to customer

service objectives

Single application on agent

desktop using native CRM

Full support of agent and

telephony functionality in

the CRM desktop

Screen pop on unique

identifiers - tailored to

specific requirements

Enhance call routing based

on CRM customer data

Full multi-channel support

and availability

Pre-packaged, certified

integration for lower TCO –

minimal upfront IT

involvement lower ongoing

operational costs

Proven product installed at

over 250 large enterprises

world wide

Support for all leading CRM

and contact center systems

Consultative expertise to

minimize complex project

risk

Middleware expertise and

documented reliability

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How to Engage

Contact Aspect or AMC Technology directly for private webinars

Visit our websites and register for access to:

Future web events and seminars on unified communications and CRM integrationWeb-based screen cam demosTechnical white papers

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Thank You!

More Questions?

[email protected]

+1 (888) 412-7728

www.aspect.com

27

[email protected]

+1 (800) 390-4866

www.amctechnology.com

Michael Kropidlowski Larry Smothers Ken Rush

Product Marketing Manager Global Partner Sales Manager Partner Solutions

Aspect AMC Technology AMC Technology

mailto:[email protected]

http://www.aspect.com/

mailto:[email protected]

http://www.amctechnology.com/

Aspect and AMC Technology: The Balancing Act For Contact Centers

Technology

Transcript of Aspect and AMC Technology: The Balancing Act For Contact Centers