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Find out more about Total Customer Care,

featuring Microsoft Dynamics CRM

and Aspect Interaction Management platforms.

Sources:Contact Center and CRM Integration Update. Feb. 2015, Aberdeen.Omni-Channel Customer Care. Oct. 2013, Aberdeen.Gartner press release, Aug 2012.Customer Experience Management: EngagingLoyal Customers. 2012, Aberdeen.

http://digital.aspect.com/CRMtotalcustomercare

VISIT

Microsoft Dynamics CRM and Aspect Interaction Management platforms come together to deliver a customer engagement management (CEM) solution more powerful than any other, providing full interaction and relationship context and enabling proactive, personalized, self-service and omni-channel customer care.

Total Customer Care

Improve customer satisfaction

Improve customer retention

Increase cross-selling & up-selling

CHALLENGE: Companies are hindered by a lack of integration between their CRM solution and customer interaction platform.

CHALLENGE:Failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers.

of companies say they want to improve customer experiences.

96%

Only 48% of companies have

integrated CRM with interaction

management systems.

42% 33% 32%

66% of consumers are

willing to spend more with a company they believe provides

excellent customer service.

Firms using CEM are

more likely to to deliver consistent messages across multiple channels

70%

TOP 3 DRIVERS for Investing in CEM

91%

91% greater customer retention

Contact Center & CEM Integration RESULTS

4x greater customer lifetime value

4x

5x greater pro�t margin per customer

5x