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Making Multi-Channel Work For You Stephen Walter – Solutions Consultant ©2012 Aspect Software, Inc. All rights reserved. 1
Making Multi-Channel Work For You
Stephen Walter – Solutions Consultant
©2012 Aspect Software, Inc. All rights reserved. 1
Today’s Reality
©2012 Aspect Software, Inc. All rights reserved. 2
©2012 Aspect Software, Inc. All rights reserved. 3
Social Technologies Can Bring People and Information Together
"Deployed effectively, social media unleashes the collaborative
power of employees at all levels and locations in your
organisation, customers and prospects, and partners anywhere
in your company's value chain -- while minimising the constraints
imposed by the specialisation and compartmentalisation that
inevitably creep into businesses as they grow"
“Web 2.0 technologies, methods, and patterns can be used
in the enterprise to great effect, boosting overall
organisational productivity and efficiency..”
“An effective social business embodies a culture characterised
by sharing, transparency, innovation and improved
decision making. Such a culture enables deeper relationships
with customers and business partners.”
©2012 Aspect Software, Inc. All rights reserved. 4
Unleashing Agent 2.0 Potential
2012
Just as we are now asking how we can engage
customers to deliver more value to them, we should
shift our focus inward to ask what we can do to
engage our employees so that they can
get better faster. The same four emerging
technologies – cloud, mobile, social, and
analytics – have the potential to re-craft
the employee experience so that they can
learn faster on the job in their day-to-day work
environments – among the most powerful
forms of talent development that one
can imagine.
http://www.forbes.com/sites/ciocentral/2012/02/09/the-empowered-employee-is-coming-is-the-world-ready/
©2012 Aspect Software, Inc. All rights reserved. 5
Meeting the Needs of Today’s Consumer
Coming Together Around the Customer Experience
©2012 Aspect Software, Inc. All rights reserved. 6
A Unified Solution is Fundamental to
Deliver Consistent Customer Experience
Flexible engagement
• Channel choice
• 24 hour self-service access
• Social engagement
Informed Continuity
• Provide a consistent experience
across all channels
©2012 Aspect Software, Inc. All rights reserved. 7
Personalisation Helps Deliver a
Differentiated Customer Experience
High Value
Defectors High Value
Loyalists
Segmenting customers and personalising their experience
• Life time value
• Loyalty
• Profitability
• Retention indicators
• Personal characteristics
Tailored Interactions
• Personal
• Profitable
• Automation
Synthesise knowledge to know your customers
Use all sources of information available
• Customer profiles and attributes
• Web queries
• Social
• Interactions directly with you…across media types, inbound
and outbound
• Historical information on the customer
• Current versus long term data
• Inbound Inquiries
• Survey’s
©2012 Aspect Software, Inc. All rights reserved. 8
Uniting the Enterprise with
Next Generation Customer Contact
CUSTOMER
SERVICE
EXPERT
©2012 Aspect Software, Inc. All rights reserved. 10
Embed Customer Contact within every function in the Enterprise
©2012 Aspect Software, Inc. All rights reserved. 11
Unified Communications help bridge the
Enterprise and Contact Centre
• Access IM, Presence, Video, and
Collaboration capabilities in addition to
contact centre functions
• Provide voice infrastructure for the
enterprise and the contact centre with
UC capabilities from Microsoft Lync
• Find Experts in the Enterprise by
leveraging Lync for presence with search
from Microsoft SharePoint 2010
Collaboration Capabilities Increase Productivity
and Improve Customer Service
©2012 Aspect Software, Inc. All rights reserved. 12
• Contact centre agents are empowered
to IM supervisors, managers, and other
team members to improve customer
experience 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 meet
new customer demands
Leverage UC within the Contact Centre and the Enterprise
©2012 Aspect Software, Inc. All rights reserved. 13
Agent Empowerment Tools Help
Deliver Exceptional Customer Experience
Yes, I can see in your customer record we need to let you know about some
important information regarding…
Sure…I can email that to you right now.
I will update your account to reflect you have received this information and please contact us
again if you have further questions.
Time Sensitive Proactive Contact Leverages Channel of
Choice and Dynamics Workflow Integration
PSTN
To connect to ABC Financial live
assistance Press 1
This is Jenn, how may I help you?
Thank you for contacting me about
this. Will you email me with this information so I
can review more thoroughly?
Thanks…I just received the email.
Hi, I’m wondering about this SMS
alert regarding my insurance renewal?
Thanks for your help today. Good bye.
©2012 Aspect Software, Inc. All rights reserved. 14
Essential Elements of Next-Generation Customer Contact
©2012 Aspect Software, Inc. All rights reserved. 15
Consistent cross-channel communications fueled by UCC technologies
Control over, and insight into, every customer interaction via WFO
Expertise that turns technology into business solutions
