KUNDENKONTAKT IM ZEICHEN DER ZEIT

Transcription

1 KUNDENKONTAKT IM ZEICHEN DER ZEIT Aspect Software Bruchsal 25. September Aspect Software, Inc. All rights reserved rev: Mar 2013

2 MARKET TRENDS q Pain Free Customer Service Omni-Channel Services voice, chat, 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 q Cloud Solutions 2014 Aspect So/ware, Inc. All rights reserved 2

3 Customer Relationship Revolution 4 SEISMIC SHIFTS

4 Customer Relationship Revolution Cloud domination Device explosion Creative destruction Great expectations

5 400,000 search queries 2.46M pieces of content shared 217,000 tweets posted 23,300 hours of usage Every Minute of Every Day 72hrs of new content 61,141hrs of music listened to 347,222 photos shared Source: DOMO

6 280 42

7 Customer Relationship Revolution Cloud domination Device explosion Creative destruction Great expectations

8 The customer is MOBILE The way customers accesses information has fundamentally changed in the last 5 years

9 We re About to See an Even Bigger Change B B B Source: Cisco IoT Reserach

10 Customer Relationship Revolution Cloud domination Device explosion Creative destruction Great expectations

11 Highly Disruptive Business Models - airbnb 2014 Aspect So/ware, Inc. All rights reserved

12 Highly Disruptive Business Models - airbnb $500M in invested capital. $10B valuation.

13 Highly Disruptive Business Models - uber 2014 Aspect So/ware, Inc. All rights reserved

14 Highly Disruptive Business Models - uber

15 Highly Disruptive Business Models - makerbot

16 Highly Disruptive Business Models - makerbot

17 Highly Disruptive Business Models - makerbot

18 Customer Relationship Revolution Cloud domination Device explosion Creative destruction Great expectations

19 CUSTOMERS ARE SMARTER AND MORE POWERFUL THAN EVER BEFORE 86% use multiple channels 58% are more price conscious than a year ago 61% trust friends reviews over experts 4-5x is spent more by multi-channel buyers 40% 80% of CEO s think they deliver a superior customer experience Only 8% of consumers agree. use smartphones to search in store Source: IBM Retail Research

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 Customer Service Expert q Make me smarter q Help me discover Consistency across channels 2014 Aspect So/ware, Inc. All rights reserved 20

21 ASPECT CAN HELP YOU RESPOND TO CHANGE

22 Provider of integrated contact center # 1 & workforce optimization solutions # 1 Provider of IVR and multi-channel self-service solutions (with recent acquisition of Voxeo) # 1 Provider of Workforce Management Solutions # 1 Provider of Outbound Solutions WORKFORCE MANAGEMENT OUTBOUND CONTACT CENTER 6.8% Vendor % Others 26.7% Aspect 16.7% Aspect 9.8% Vendor % Others 13.6% Vendor % Vendor % Vendor 1 Source: Pelorus Associates, 2014 Aspect So/ware, Inc. All rights reserved 2014 World Contact Center WFM Systems Market, Mar % Vendor % Vendor % Vendor 2 Source: Frost and Sullivan, Worldwide Contact Center Systems Market, Nov

23 Deliver a remarkable customer experience through state- of- the- art customer interac2ons... OMNI- CHANNEL INTERACTIONS AN ENGAGED WORKFORCE PERSONALIZED RELATIONSHIPS SMART NOTIFICATIONS Chat Voice Mobile SMS Social Agent ForecasVng & Scheduling Enterprise Data IntegraVon & Intelligent RouVng Based on Thresholds, Process Flows & Preferences

24 Customer Engagement Reference Architecture Omni-Channel Customer Interaction Strategic ConsulIng Services Workforce Optimization Strategic ConsulIng Services Back Office Optimization Security and Compliance Reporting and Analytics Enterprise Integration API Framework

25 Customer Engagement Reference Architecture

26 Customer Engagement Reference Architecture 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 maintained 2014 Aspect So/ware, Inc. All rights reserved

28 SELF & LIVE SERVICE : MAKING OMNI-CHANNEL EASY

29 SELF & LIVE SERVICE : MAKING OMNI-CHANNEL EASY 29

30 CUSTOMER CONTACT YESTERDAY Maximize posivve brand menvons Monitor and listen for trends Share of voice, reputavon Quarterly Shared and corporate Let me find you someone Maximize customer savsfacvon Resolve customer issues Net Promoter (NPS), C- Sat, AHT Real- Vme One- on- one First contact resoluvon How can I help you? Aspect So/ware, Inc. All rights reserved

31 CUSTOMER CONTACT TOMORROW Maximize posivve brand menvons Monitor and listen for trends Share of voice, reputavon Quarterly Shared and corporate Let me find you someone Maximize customer savsfacvon Resolve customer issues Net Promoter (NPS), C- Sat, AHT Real- Vme One- on- one First contact resoluvon How can I help you? Aspect So/ware, Inc. All rights reserved

32 OMNI-CHANNEL CUSTOMER EXPERIENCE Maximize posivve brand menvons Monitor and listen for trends Share of voice, reputavon Quarterly Shared and corporate Let me find you someone Maximize customer savsfacvon Resolve customer issues Net Promoter (NPS), C- Sat, AHT Real- Vme One- on- one First contact resoluvon How can I help you? Aspect So/ware, Inc. All rights reserved

33 OMNI-CHANNEL CUSTOMER EXPERIENCE Maximize posivve brand menvons Monitor and listen for trends Share of voice, reputavon Quarterly Shared and corporate Let me find you someone Maximize customer savsfacvon Resolve customer issues Net Promoter (NPS), C- Sat, AHT Real- Vme One- on- one First contact resoluvon How can I help you? Aspect So/ware, Inc. All rights reserved

34 OMNI-CHANNEL CUSTOMER EXPERIENCE Maximize posivve brand menvons Monitor and listen for trends Share of voice, reputavon Quarterly Shared and corporate Let me find you someone Maximize customer savsfacvon Resolve customer issues Net Promoter (NPS), C- Sat, AHT Real- Vme One- on- one First contact resoluvon How can I help you? Aspect So/ware, Inc. All rights reserved

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 35

36 Deliver a remarkable customer experience through state- of- the- art customer interac2ons... OMNI- CHANNEL INTERACTIONS AN ENGAGED WORKFORCE PERSONALIZED RELATIONSHIPS SMART NOTIFICATIONS Chat Voice Mobile SMS Social Agent ForecasVng & Scheduling Enterprise Data IntegraVon & Intelligent RouVng Based on Thresholds, Process Flows & Preferences

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38 So what is coming next 30th September

39 DIFFERENT CHANNELS SAME EXPERIENCE Welcome to Prime Telecom.. Your Add- On is now ac2vated.. Thanks for Calling! Bye Thanks for calling Prime Telecom. Reply START anyime to access your account again or go to: hop://primetelecom.htm IVR 2014 Aspect So/ware, Inc. All rights reserved SMS....und Mobile Web

40 WHAT S DIFFERENT Agent becomes the customer champion New Technology enables new user stories to be written The work is different, workflow is more complex and threaded together Measurement matters and becomes as an enabler of better performance 2014 Aspect So/ware, Inc. All rights reserved 40

41 Customer Experience everywhere Omni- channel Engagement The channel of customer choice from start to finish Workforce Management The right agents at the right Ime for them and your business Intelligent RouVng The way forward to consistent and informed client interacions Social InteracVons Social dialogues as powerful avenues for customer service Self- Service and ProacVve NoVficaVon Keeping clients informed according to their preferences Back Office Processing OpImizing the flow of work product to complete a transacion and create a great customer experience