Delivering Remarkable Customer Experiences. Edwin Ong Director, Marketing APAC & Middle East

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1 Delivering Remarkable Customer Experiences Edwin Ong Director, Marketing APAC & Middle East rev: Mar 2013

2 It is Now More Important than Ever to Evolve Your Contact Center to Meet the Needs of Today s Customers Channel preference is rapidly changing Mobile solutions are becoming a must-have Omni-channel service is becoming more important than multichannel service Customer service is moving from cost center to differentiator Forrester Research, January

3 Customer service agents must have access to the full history of a customer s prior interactions Satisfying customer experiences (CXs) not only attract A continued focus on guiding agents through the service resolution process including the back office ( ) and retain customers, they also increase revenue. Customers Spend More Because of a History of Good Service (CXs) Analytics are further improving the end-toend customer experience. Delivering CXs involves integrating many parts of the enterprise into Collaboration is improving the quality of service delivered a seamless, and often invisible, ecosystem that helps customers easily and enjoyably reach their goals. CXs Forrester Research, January Gartner, November 2012

4 Social Customer Care The New Normal Getting It Done: Social Customer Service in Action Customer 360 Summit, Jenny Sussins, May 1-3,

5 The Relationship Revolution

6 The Relationship Revolution 系革命 Customer conversations were once owned by companies. They were one-directional and controlled. 客户对话曾经以企业为主导 是单向的 有限制的 Now, a new wave of communication options has given customers limitless ways to make their voices heard whenever, wherever and however they choose.现在 一波新的通信浪潮 允许客户可以自由地评论 无论何时 任地 以 任何方式 And they are using their newfound power to take control of the conversation, shifting the balance of power in their favor.并且 客户运用新权利 来控制对话 并随时根据喜好将对话平衡点调整到最佳 They have sparked a "relationship revolution" that is thrusting the Contact Center into the center of these new, dynamic and untethered customer relationships.是客户点亮了 系革命 并将联络中 心推向这个全新的 动态的和完美的客户 系的核心位置 6

7 In the relationship revolution, arm yourself with the only fully integrated Interaction Management, Workforce Optimization and Back-Office platform on the market. 在 系革命中 采用业内唯一 的将交互管理 劳动力优化和 后台管理完全整合的平台武装 企业自身 7

8 Deliver Seamless, Informed, Empowered Interactions Interaction Management, Workforce Optimization and Back Office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point. 8

9 Automates continuous improvement and helps balance performance and quality strategically Staff for Excellence Workforce Planning & Management Provides deep operational insight to improve how the workforce is addressing customer need Forecast, schedule and seamlessly orchestrate front and back office resources to their maximize productivity Aspect Workforce Optimization Aspect understands the business processes around the contact center better than anyone else. Make sure your back office can deliver on front office promises. Aspect Source: Aspect/Forrester 2012 Survey of 300+ top North American Contact Center Decision Makers 9

10 Aspect Back Office Optimization 1.0 General Availability May 2013 Work Distribution - Back office forecasting and scheduling High Level Solution Blueprint White Mail SMS Imaging BPM / CRM Task Manager Task /Skill assignment Status Disposition eg Processing Data Planning Forecasting Scheduling Real time Adherence Daily Activity Tracking Aspect WFM Core Processing System Web Services Integration / Adapters Desktop Analytics Desktop Automation Dashboards Employee Productivity Reporting Coaching Alerts APM SQL Aspect Performance Management Event Collec+on Roadmap is confiden.al and subject to change

11 Open and Flexible Interfaces to Enterprise Systems Aspect Applications Foundation Make for Easy Access to Customer Data and Information Assets So You Can Present Information to Whoever Needs It When They Need It Practical, comprehensive understanding of PBX/UCC infrastructures Recognized expertise in enterprise foundational technologies Enterprise PBX/UCC Integrations CRM & Operational Environment Integrations Market leader in interaction and workforce management solutions Enterprise-class Architecture with Unlimited Flexibility Only Aspect has the business and technology expertise to bring enterprise platforms such Microsoft SharePoint, Dynamics CRM and Lync platforms together with unified multichannel communications and effective people management to enrich customer interactions Aspect, Microsoft SharePoint, Dynamics CRM Lync, 11

12 Why Aspect?为何选择Aspect? Organizations must bring enterprise information, technology and people assets together at the point of service to deliver remarkable customer experiences 企业必须在服务阶段将企业中的信息 技术和员 工有机整合才可提供优质的客户体验. 12

13 The Aspect Difference Aspect

14 Perennial Market Leader Aspect continues to set new quality benchmarks Aspect Annually recognized as a leader in the contact center infrastructure market since 2001 Ranked #1 in global market share for workforce management systems since 2006 Earned Performance Verified certification for contact center architecture in 2011 Annually recognized as a CRM Magazine leader in workforce optimization since

15 15 THANK YOU!