ASPECT PROFESSIONAL SERVICES New Avenues for Engagement with Aspect Professional Services

Transcription

1 ASPECT PROFESSIONAL SERVICES New Avenues for Engagement with Aspect Professional Services Tijo Thomas, Regional Director APS, India, Middle East, ASEAN and ANZ 1

2 2015 Partner Professional Service Collaboration Program Who is REACH designed for? Pro-active Engagement Program for Aspect Partners in APAC Region to Delivery High Quality Professional Services Delivery to Customers. What opportunities qualify? Any engagement around Implementation, Consulting, Customization, Integration or Optimization of Aspect Products. Reach out to Aspect Professional Services to leverage on vast Knowledge and Expertise when in Need How do I engage Aspect Professional Services? Subscription Hours against Partner Tracks available for Project Specific / Annual Support. Reach APS for Quick Support over a Phone Call / The Fine Print *Engagement Models will be scoped specific to your needs

3 Delivering best to our Customer. We Partner in Your Growth! Courage to take Complex Deliveries Easy Access to Experts Meet Deadlines (Effective Project Planning) World Class Customer Experience Grow Internal Talent Aspect Professional Services Reach, Harness Wealth of expertise from Aspect professional Services in Delivering High Quality Services. We Back you in your Growth as you take up Complex Projects. 3

4 2015 Partner Professional Service Collaboration Program Who is Destination Cloud Designed for Pro-active Engagement Program for Aspect Partners in APAC Region to win in providing cloud and hosted solutions to their customers Enabling our Partners to transform the fast growing demand for cloud based and hosted solutions into efficient reality. The Fine Print What opportunities qualify? Opportunities for cloud based and hosted Aspect solutions How does APS enable a partners succeed in providing Cloud based solutions? Aspect Professional Services enabling partners in the entire eco system, right from opportunity evaluation, solution designing, to sales support, presales,infrastructure setup, implementation, customer specific configurations, and staff augmentation How do I engage Aspect Professional Services? Subscription Hours against Partner Tracks available for Project Specific / Annual Support. Predefined Implementation packages for specific solutions for end-users Enabling our partners for Cloud and Hosted Solution *Engagement Opportunity Models will be scoped specific to your needs Presales Infrastructure Project Planning Implementation Evaluation Customer Specific Configuration Enhancement Workshops Augmentation Services 4

5 CENTER OF EXCELENCE SOLUTION CENTER - APS BENEFITS Higher Margins Lower Resource Cost and Operations Cost Consistent, On Time High Quality Implementation Skilled Resources - Consistent COE Implementation Methodology. Better Delivery Readiness ; Improved Utilization of Billable Resources Work from around the Globe is executed Optimally. Better Resource Skilling and Quicker Turn Around Time. Knowledge Retention and Centralized Training. Boost Sales thrust across Globe : Better Post Implementation System Experience. CENTER OF EXCELLENCE - OPERATION MODEL 24x7 Operational Model Based on Regional Project Requirements the Resource/Team Rosters will be created. Reduce Waiting Time ICs will be available to support different Time zones, so better implementation readiness CEs will configure the system remotely as per the FSD, which will save time for onsite BAC Global resources can be utilized more efficiently to decrease waiting time for various activities Easy Troubleshooting Instant help from Experts during the road blocks will save time in the activity Knowledge Portals and easy to Refer guides maintained by Skill and Development Team Procedures and Methods Improved procedures and implementation methodology will expedite the work quantized in modules Process oriented Methodological Implementation practice will reduce re-work and errors Implementation Wizard Application to Capture steps. 5

6 Aspect Professional Services Expertise and Experience: Developed through the delivery of more than 30,000 projects throughout a 40-year history as a customer contact center technology leader. We are a collaborate group of senior leaders and experts who combine innovative technology with insightful strategy consulting providing your team with a clear vision for long term success. 100 s of combined years delivering relevant Contact Center solutions; from thought to build to run Skilled in delivering pragmatic, actionable, and relevant operational strategies Passionate about driving remarkable customer experience, and have the science to deliver 6

7 Aspect Professional Services PILLARS OF EXCELLENCE Implementation and Optimization Performance Improvement Interaction Enablement Deployment and optimization of Aspect solutions Project Based Expertise and Advisory services Custom and Packaged Software solutions 7

8 Aspect Professional Services PILLARS OF EXCELLENCE Implementation and Optimization Performance Improvement Interaction Enablement Operational Excellence Agent and Supervisor Experience Digital Solutions Interaction Management Product and Technology Analytics CRM Applications Workforce Optimization Customer Care Business Processes Unified Communications with Lync and Office 365 8

9 WE HAVE A LOT OF VALUE ADD SERVICES TO OFFER! IMPLEMENTATION AND UPGRADE CUSTOMER SPECIFIC APPS/ SCRIPTS REPORTS CANNED CUSTOMIZED OFFERINGS PROFESSIONAL SERVICES APPLICATION SUPPORT EXPERT TIME (TECH PRIMERS) EXPERT SERVICES PARTNER READINESS PACKAGES MANAGED SERVICES (CUSTOMER SITE) RETAINERS (T&M BLOCK HOURS) 9 9

10 Agent - Supervisor Experience Staff Augmentation and Managed Services Workforce Management Operational Excellence Management Intelligence Zipwire Services WFM Mentoring Services Total Customer Care Unified IP Optimization Services Customer Journey Mapping 10

11 Aspect Professional Services INNOVATION OFFERINGS Aspect Workforce Mobile Aspect Web Call Back Aspect Desktop Analytics Aspect Workforce Mobile provides immediate access to your Aspect Workforce Management system directly from your smartphone. Contact center personnel can access critical information, send real-time notifications and process timely updates directly to the system, from any location. Aspect Web Callback provides the ability to integrate click to call functionality into your current website, allowing your customers to easily contact you to complete the sales or customer service process. Aspect Desktop Analytics offers tracking and automation capabilities that lead to increased compliance, better productivity and process improvement. Aspect Desktop Analytics provides the ability to learn from every action performed on a desktop from applications physically installed on users machines and those that are accessed virtually through a browser. See 11

12 Aspect Professional Services INNOVATION OFFERINGS Aspect Fact Center Report Aspect Fact Center Reporting Services is a web based application that displays graphical and tabular reports for parameters ranging from agent performance to call statistics/summary using SQL Server Reporting Service (SSRS). Aspect Aural Archiving call recordings for a long duration and accessing them from single/multiple Unified IP system(s) has been made easier. Aspect Aural has been specifically designed to address such issues. Aspect Visual IVR Aspect Visual IVR is a touch-controlled menu of interactive voice response (IVR) options for smartphone users that accompanies the purely audio-based IVR experience with visual data such as images and text, improving first-call resolution and reducing call times. Aspect Mentor Aspect Mentor offers proactive notification alerts and guidance using realtime speech detection methods for both the agent and supervisor, as a way to identify, intervene, and change the course of a call in real-time. Aspect Mentor monitoring is a solution that listens in real-time to the voice connection between an agent and a calling/called party, and then provides notification with the option of intelligent responses based on defined business rules. 12

13 experiences proven & expertise project delivery empowered interactions every channel & every touch point. 14

14 THANK YOU 15