KUNDENKONTAKT IM ZEICHEN DER ZEIT

(1)

KUNDENKONTAKT IM

ZEICHEN DER ZEIT

Aspect Software

Bruchsal

(2)

MARKET TRENDS

2

q

 

Pain Free

Customer Service

§ 

Omni-Channel Services – voice, chat, email and more

§ 

Mobile-first Mindset – Mobile apps remain nascent

§ 

BPM tools to standardize service delivery

q

 

Proactive Customer Engagement

§ 

Outbound notifications

§ 

Proactive engagements

q

 

Analytics

§ 

_{Analytics is key to improve service}

§ 

_{Reliable data at the right time becomes cornerstone of good service}

q

 

Mobility

q

 

Collaboration & Uni:ied Communications

q

 

From Cost Center to the Key Differentiator Customer Service

(3)

Customer Relationship

Revolution

(4)

Customer Relationship

Revolution

Cloud domination

Device explosion

Creative destruction

Great expectations

(5)

72 hrs

of new content

61,141

of music listened

hrs

to

347,222

photos shared

400,000

search queries

pieces of content

2.46M

shared

217,000

tweets posted

23,300

hours of usage

Every Minute of Every Day

(6)

(7)

Cloud domination

Device explosion

Creative destruction

Great expectations

Customer Relationship

Revolution

(8)

The customer is MOBILE

The way customers accesses information

has fundamentally changed

(9)

2010

13B

2015

25B

2020

50B

We’re About to See an Even Bigger Change

(10)

Cloud domination

Device explosion

Creative destruction

Great expectations

Customer Relationship

Revolution

(11)

(12)

$500M

in invested capital.

$10B

valuation.

(13)

(14)

(15)

(16)

(17)

(18)

Cloud domination

Device explosion

Creative destruction

Great expectations

Customer Relationship

Revolution

(19)

CUSTOMERS ARE SMARTER AND MORE

POWERFUL THAN EVER BEFORE

86%

use multiple

channels

40%

use smartphones

to search in store

61%

trust friends

reviews over

experts

58%

are more price

conscious than a

year ago

4-5x

is spent more by

multi-channel

buyers

80% of CEO’s think they deliver a

superior customer experience…

Only 8% of consumers agree.

(20)

EXPECTATIONS

THE NEW CONSUMER

REQUIREMENTS

q

 

Know Me

q

 

Make it Mobile

q

 

Let me do it myself

q

 

Make it social

q

 

Fit into my life

q

 

Save me time

q

 

Make me smarter

q

 

Help me discover

Consistency across

channels

Customer Service Expert

(21)

ASPECT CAN HELP YOU

RESPOND TO CHANGE

(22)

26.7 %

Aspect

11.8

% Others

25.7

% Vendor 1 6.8% Vendor 4 9.8% Vendor 3 19.2% Vendor 2

16.7 %

Aspect

37.2

% Others 9.1% Vendor 4 _10.3_% Vendor 3 13.1% Vendor 2

13.6

% Vendor 1

WORKFORCE MANAGEMENT OUTBOUND CONTACT CENTER

Source: Pelorus Associates,

“2014 World Contact Center WFM Systems Market”, Mar 2014 “Worldwide Contact Center Systems Market” , Nov 2013 Source: Frost and Sullivan,

Provider of integrated contact center

& workforce optimization solutions

#

1 #

1 Provider of IVR and multi-channel self-service

solutions (with recent acquisition of Voxeo)

#

1 Provider of Workforce Management

Solutions

(23)

Deliver a remarkable customer experience

SMART

NOTIFICATIONS

Based on Thresholds,

Process Flows

& Preferences

AN ENGAGED

WORKFORCE

Agent ForecasVng &

Scheduling

OMNI-‐CHANNEL

INTERACTIONS

Chat | Voice | Mobile

SMS | Email | Social

PERSONALIZED

RELATIONSHIPS

Enterprise Data IntegraVon

& Intelligent RouVng

(24)

Workforce

Optimization

Omni-Channel Customer Interaction

_Optimization

Back Office

Reporting and Analytics

Enterprise Integration – API Framework

Security and Compliance

Strategic ConsulIng Services Strategic ConsulIng Services

(25)

(26)

Self-Service

Live-Service

(27)

DELIVERING AN OMNI-CHANNEL

EXPERIENCE INVOLVES

OVERCOMING COMPLEXITY

q

 

Customers traverse multiple

Self-Service channels

q

 

Connecting to Agents Happens

when most effective

q

 

Smooth & fluid customer

experiences

q

 

Engagement is consistent and

(28)

(29)

29

(30)

CUSTOMER CONTACT YESTERDAY

30

Maximize posiVve brand menVons

_{Maximize
customer
saVsfacVon}

Monitor and listen for trends

Resolve customer issues

Share of voice, reputaVon

Net Promoter (NPS), C-‐Sat, AHT

Quarterly

_Real-‐Vme

Shared and corporate

_{One-‐on-‐one}

First contact resoluVon

(31)

CUSTOMER CONTACT TOMORROW

31

_{Maximize
customer
saVsfacVon}

Quarterly

_Real-‐Vme

(32)

OMNI-CHANNEL CUSTOMER EXPERIENCE

32

_{Maximize
customer
saVsfacVon}

Quarterly

_Real-‐Vme

(33)

OMNI-CHANNEL CUSTOMER EXPERIENCE

33

_{Maximize
customer
saVsfacVon}

Quarterly

_Real-‐Vme

(34)

OMNI-CHANNEL CUSTOMER EXPERIENCE

34

_{Maximize
customer
saVsfacVon}

Quarterly

_Real-‐Vme

(35)

35

OMNI-CHANNEL INTERACTIONS – EVOLVING

CUSTOMER COMMUNICATIONS

q

 

Let the customer select the

Channel of choice

q

 

Start an interaction in one

channel and continue across

other channels

q

 

Free Up Agents by adding

Self-Service Options to your

Customer Communications

(36)

Deliver a remarkable customer experience

SMART

NOTIFICATIONS

Based on Thresholds,

Process Flows

& Preferences

AN ENGAGED

WORKFORCE

Agent ForecasVng &

Scheduling

OMNI-‐CHANNEL

INTERACTIONS

Chat | Voice | Mobile

SMS | Email | Social

PERSONALIZED

RELATIONSHIPS

Enterprise Data IntegraVon

& Intelligent RouVng

(37)

(38)

So what is coming next …

… 30th September 2014

(39)

DIFFERENT CHANNELS – SAME EXPERIENCE

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