In the Cloud - CRMXchange · Aspect® EQ Workforce Optimization in the Cloud Primary...

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

Title: How to Overcome Workforce Optimization Issues

Date: July 27, 2017

Speaker: Jeff Whitt

In the Cloud

WFO

©2014 Aspect Software, Inc. All rights reserved

Introduction to the Aspect Cloud

Workforce Optimization Challenges

Aspect EQ Workforce Optimization in the Cloud

Solution Details

Differentiators

2

Agenda

Introduction to the

Aspect Cloud

3

©2014 Aspect Software, Inc. All rights reserved Aberdeen Group, “The Hidden ROI of a Cloud-based Contact Center”, 1/13

Cloud contact centers

experience less downtime

Cloud users experience an

average of 4.4% YOY

improvement in compliance

vs. traditional contact centers

First Contact Resolution

is significantly better

with contact centers

deployed in the cloud

Cloud contact center users are

about 2x more likely to use

social collaboration tools than

traditional contact center users

Companies that use

cloud contact center

solutions have a 2%

lower abandon rate

Cloud

Users

EXPERIENCE

Better

Results

4


The Aspect Cloud • Global network of datacenters

• Vast computing power

• High reliability networking

• Storage and content delivery

• Flexible deployment

• Comprehensive management

• High security

The Most Powerfulworkforce management and

performance management

The Simplest & Easiest contact center infrastructure

Pre-Integratedin the Aspect Cloud

In the Cloud

WFM PMIn the Cloud

©2014 Aspect Software, Inc. All rights reserved6

Aspect Cloud Footprint


Tremendous Growth in Aspect WFO Cloud Bookings

20%

36%

65%

80%

64%

35%

2014 2015 2016

Cloud On-Premise

% of WFO Bookings from Cloud*Why the Rapid Cloud Growth?

• WFM Convert Campaign and large

WFM on-premises customer base

• Aspect unique value prop as integrated

IM and WFO cloud provider

• Aspect WFM is the most powerful

cloud-based WFM solution

• Announcement of Aspect Via WFM

• New logo team – all cloud

*New Logo wins in 2016 were 96% cloud

Workforce Optimization

Challenges

8

Over half (50.3%) of U.S. workers are not

engaged and 16.8% are actively disengaged

Throughout 2014, Millennials were at the bottom

in terms of employee engagement (28.9%)

Disengaged Agents cost 46% of their

salary in lost productivity

Disengaged Agents are 3-5 times more likely

to leave

1,000-seat call center running an industry

average 70% annual turnover is wasting about

$2.8 million per year on turnover costs.

- Courtesy of a Gallup study article

by Trostle & Associates, Ltd

Based on a 2015 Study

The Challenge:

Agents are Changing


• The right number of employees

• With the right skills

• Scheduled at the right time

• To handle predicted work

• Within desired service levels

• Guarantee the lowest total cost of software ownership

• Permit easy scalability of systems and the workforce

• Ensure that you are always getting best in class technology

• Eliminate ongoing maintenance of software and hardware

• Get rapid implementation of your new WFM system

How can you fill seats with:

And at the same time:

WFM CHALLENGE

THE ANSWER

In the Cloud


• Aggregate data from many contact center sources

• Use data with a “single source of truth”

• Flexibly and easily analyze and manipulate data

• Present information so it’s easily understandable

• Show holistic view of agent and team performance

• Automate the coaching process

• Create a cycle of continuous improvement

• Reduce dependence on IT resources

• Scale PM capability with changing call volumes

• Ensure that you always have the latest revision

of your software

• Match resources purchased to resources needed

• Use performance management solution from any

contact center location

And at the same time:PM CHALLENGE

How can you:

THE ANSWER

In the Cloud

Aspect EQ Workforce Optimization

in the Cloud

1

2


• Aspect’s powerful on-premises Workforce

Management solution operating in the cloud

• Multi-channel, multi-skill, enterprise class

• Aspect Workforce Management always

considered among the top WFM solutions

• Tested in call centers with over 40,000 seats

• Can be deployed more quickly than any other

comparable WFM solution from the cloud

The Best

Enterprise Class WFM Solution

in the CloudUser Interface

Forecasting Scheduling Tracking

Agent Seats(Reserve)

Agent Prod.(Perform)

Self-Service(Empower)

“What If” Analytics

Adherence Multi-Skill

Outsourcers(Encompass)

Multiple Locations(Allocate)

Core


Cloud-Based Performance

Management

User Interface

Dashboards Analysis Services

Scorecards Exception Alerting

In the Cloud

Reports eForms

Coaching

Contributor Framework

Ad

min

istr

ati

on

• Aspect EQ Performance Management

collects, analyzes, displays and takes action

on disparate sources of contact center data

• Ensures that you have appropriately skilled

employees working at their best

• Integrates with Aspect EQ WFM in the cloud

• Low incremental cost with high incremental

value

Optional

WFO Cloud

Delivery Benefits for the

Enterprise

• Convert capital expenditure to operational expenditure

• Enjoy the lowest Total Cost of Ownership

• Rapidly scale when necessary

• Introduce new offerings without call volume risk

• Always be using the best-in-class technology

• Keep your technology current with latest releases

• Rapidly implement new WFO systems

• Reduce historical dependence on IT resources

• Locate contact center anywhere

• Easily create virtual contact centers

• Eliminate software and hardware maintenance

Cloud Delivery

15

Solution Details

16

Aspect EQ WFO 8.2

- Brenda, Top Tier

Outsourcer

- Dajara, Top Tier

Outsourcer

► The most innovative release of workforce

management in Aspect history

► Modern, professionally designed user

interface with icons, dashboards, and

configurable widgets

► Tested and retested by dozens of agents

► Tight integration and consistent look and

feel across all WFO modules

► Extremely easy to learn and use –

Agent can view key information and get

back to revenue-generating work

17


Workforce Management

Dashboard

Home Page:

‣Configurable widgets

‣Display WFM information at a

glance

‣Agent can easily view key

information, and get back to

business

18


Multiple Views of

WFM Information

19

‣ Multiple views of data when needed:

• Example: Group Allowance Balances visible as calendar and as detailed grid.


Engage with Personal Information

Clear & Concise Communication

Recognize & Reward Positive Behavior

Challenging, Fun & Competitive

Agent engagement

Aspect Performance Management

Differentiators

21


Aspect® EQ Workforce Optimization in the Cloud

Primary Differentiators

Large and Small Enterprises

• Scalable to all tiers • Industry proven platform

Modern Graphical User Interface

• Highly intuitive web-based GUI • Icons, Widgets, Dashboards

Fully Operational in the Cloud

• Pre-integrated with Zipwire • Aspect Cloud with all of the advantages

Holistic Agent Performance View

• Automated coaching • Next best action capability

22

Aspect Longevity and Market Presence

• Aspect is a top WFO provider • Key player for decades

Superior Forecasting, Scheduling, Tracking

• Flexible and accurate • Methods for each contact type

• Fastest computing algorithms


Stay in the conversation

even as consumers take

control of it.

In the Cloud - CRMXchange · Aspect® EQ Workforce Optimization in the Cloud Primary...

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Transcript of In the Cloud - CRMXchange · Aspect® EQ Workforce Optimization in the Cloud Primary...