1©2015 Aspect Software, Inc. All rights reserved©2015 Aspect Software, Inc. All rights reserved
Aspect Innovation Exchange
Eric Loh, SC Leader, South Asia, Aspect
2©2015 Aspect Software, Inc. All rights reserved 2©2015 Aspect Software, Inc. All rights reserved
Aspect Reference Architecture
3©2015 Aspect Software, Inc. All rights reserved 3©2015 Aspect Software, Inc. All rights reserved
2014 New Products and Capabilities Delivered
Q1 2014 Q2 2014 Q3 2014 Q4 2014
• Aspect Zipwire (US)
• Workforce Optimization 8.0 UI
• Aspect Workforce Management 8.0
• Aspect Analyze 8.0
• Mentor Real-Time Speech
Analytics
• Aspect Managed Services
• Aspect-Moxie Partnership
• Aspect BPO Cloud (LiveVox)
• Aspect Proactive Engagement
Suite
• Aspect Unified IP 7.3
• Aspect Hosted
• Aspect Outbound Cloud
Powered by LiveVox
• Aspect Patient Connect
• Aspect Quality Management 8
• Aspect Workforce Management
Cloud (US)
• Aspect Active Assignment
• Aspect Zipwire (Europe)
• Aspect Workforce
Management Cloud (Europe)
• Aspect Mobility Suite
• Aspect RTC Platform
• Aspect Back Office
Optimizer – WFO
Integrations
• Aspect CXP Pro 14
• Prophecy 14
• Aspect CRM Connectors
Q1 2015
• Aspect Workforce
Management 8.1
• Aspect Quality Management
8.1
• Aspect Performance
Management 8.1
• Aspect Unified IP 7.3 SP1
• Aspect Advanced List
Management 7.3 SP1
• Aspect RTC Platform (GA)
• Aspect CXP 14.1
• Aspect Zipwire 14.12
©2015 Aspect Software, Inc. All rights reserved 4
Aspect Innovation Exchange
Marketplace for Aspect and Partner Innovation
5©2015 Aspect Software, Inc. All rights reserved
Aspect Innovation Exchange (IX): Why did we create it?
Marketplace for Aspect and partner innovation
Thought leadership in the marketplace.
What kind of site is the Innovation Exchange?
What are the messages to the marketplace segments?
What is the focus of the Innovation Exchange?
What are Aspect’s competitors doing for solution catalogs?
6©2015 Aspect Software, Inc. All rights reserved
What Aspect has to offerPLATFORM
PROSERVICES
SOLUTIONS
7©2015 Aspect Software, Inc. All rights reserved
Aspect’s
Customer Care
Solutions
Aspect® Proactive Mobile™Sending proactive text messages with URL to disposable mobile Web app for rich transactions
Aspect® Augmented Chat™In-app chat and file transfer, plus
optionally audio/video (through WebRTC)
Aspect® Callback Mobile™In-app callback request with prior prequalification for skills-based routing
Aspect® InQueue Self-Service™In-IVR callback request, plus option to receive mobile
Web self-service to get answer to question while on hold
Aspect® Text2IVR™In-IVR SMS option to send hard-to-recognize data to IVR via parallel text channel
Aspect® Visual IVR™In-IVR option to get visual
representation of IVR flow to speed up navigation and improve
caller experience
Aspect® Text Self-Service™Text-based self-service applications with natural language interface
Aspect® Social Self-Service™Twitter-based self-service applications with
natural language interface
10©2015 Aspect Software, Inc. All rights reserved
Our Platform & APIs/SDKs Offerings
CXP
Omni-Channel App Lifecycle
Managementwith Experience
Continuity
SMSGateway
Global SMS delivery, short codes,
Toll-Free SMS
OperatorLookup
Tell wireless from landline
numbers
Location-BasedServices
Cell tower triangulation or GPS-based
VoiceBiometrics
Enhancing mobile security
RTCPlatform
In-App and In-Page Audio/Video and Screen Sharing
PLATFORM
PROSERVICES
SOLUTIONS
12©2015 Aspect Software, Inc. All rights reserved
Kat callsABC Financial
Before transferring to agent, IVR offers callback, sends link for Kat to self-serve
during callback wait time
Please tap this link to try our mobile Web self-service: https://m.abcfinancial.com/kHl5Y
NOcaller prioritized
in the queue
App asks whether question is resolved
YEScallback cancelled
13©2015 Aspect Software, Inc. All rights reserved©2014 Aspect Software, Inc. All rights reserved
Value Propositions
IMPROVES
customer
experience
REDUCES
call
abandonment
IMPROVES
first call
resolution
INCREASES
contact center
efficiency, frees up
agents for more
complex transitions
15©2015 Aspect Software, Inc. All rights reserved
Customer Engagement Reference Architecture
Automated Dialogues(Self-Service)
Vo
ice/
Vid
eo
Ch
at/I
M
SMS/
Text
Soci
al
Web
& M
ob
ile
Agent Dialogues (Live Service)
Vo
ice/
Vid
eo
Ch
at/I
M
SMS/
Text
Soci
al
Emai
l
Inbound Routing - Proactive Outbound
Co
nte
xtu
al D
ata
Tran
sfer
Wo
rkfo
rce
M
anag
eme
nt
Reporting and Analytics
Enterprise Integration – API Framework
Qu
alit
y M
anag
eme
nt
Perf
orm
ance
M
anag
eme
nt
Wo
rkfo
rce
Man
agem
en
t
Wo
rk A
lloca
tio
n &
Ta
sk M
anag
eme
nt
Security and Compliance
Stra
tegi
c C
on
sult
ing
Serv
ices
Stra
tegi
c C
on
sult
ing
Serv
ices
WorkforceOptimization
Omni-Channel Customer Interaction
Perf
orm
ance
M
anag
eme
ntBack Office
Optimization
16©2015 Aspect Software, Inc. All rights reserved
Customer Engagement Reference Architecture
Automated Dialogues(Self-Service)
Vo
ice/
Vid
eo
Ch
at/I
M
SMS/
Text
Soci
al
Web
& M
ob
ile
Agent Dialogues (Live Service)
Vo
ice/
Vid
eo
Ch
at/I
M
SMS/
Text
Soci
al
Emai
l
Inbound Routing - Proactive Outbound
Co
nte
xtu
al D
ata
Tran
sfer
Wo
rkfo
rce
M
anag
eme
nt
Reporting and Analytics
Enterprise Integration – API Framework
Qu
alit
y M
anag
eme
nt
Perf
orm
ance
M
anag
eme
nt
Wo
rkfo
rce
Man
agem
en
t
Wo
rk A
lloca
tio
n &
Ta
sk M
anag
eme
nt
Security and Compliance
Stra
tegi
c C
on
sult
ing
Serv
ices
Stra
tegi
c C
on
sult
ing
Serv
ices
WorkforceOptimization
Omni-Channel Customer Interaction
Perf
orm
ance
M
anag
eme
ntBack Office
OptimizationVoxeo
17©2015 Aspect Software, Inc. All rights reserved
Where Does CXP Fit?
The Customer
Experience Platform
(CXP) is Aspect’s
Self-Service Solution
18©2015 Aspect Software, Inc. All rights reserved
Where are we coming from
No longer a traditional IVR
IVR is no longer just voice
More than multi-channel self service
Applications are omni-channel
- Offer self-service over voice, video, SMS, USSD,
IM, Mobile, Web, Kiosk Terminals, Social
Networks, ....
Self Service
19©2015 Aspect Software, Inc. All rights reserved
What Happened to Multi-Channel?
Omni-Channel
• Allow “channel hopping”
• Preserve context
• Allow jumping from self-service to live service
Multi-Channel
• Offer multiple channels of communication
• “One at a time” – Switching means repeating
22©2015 Aspect Software, Inc. All rights reserved
Design Once, Deploy Anywhere
Premised-based
UAT
On-Premise
UAT
Cloud
Seasoning
On-Premise
Production
CXP Developer
23©2015 Aspect Software, Inc. All rights reserved
Consistent point of integration for all channels to backend
systems
Audio
CCXML
VXML
Text, Web
(Dial number)
(HTML, SMS, USSD, Social)
Outbound API
BackendSystems
24©2015 Aspect Software, Inc. All rights reserved
Let’s Just Get Our Facts Straight One More Time…
► Customers love self-service
Self-Service Personalization+ Omni-Channel+
=
► Customers hate being just a number
► Customers are on many, MANY channels
25©2015 Aspect Software, Inc. All rights reserved
Personalization Levels
1:1 Personalization
•Personalized greetings
•Relevant menu choices
•Remember last transactions
•Shorter or longer dialogs
• ...
Group Level
•Customer segment
•Customer value
• Language preference
•Address or region
• ...
Hello Maria, welcome back to Prime Insurance!
Please enter your Policy Number...
I can see that you have an open claim. Your automobile claim is still pending review. Is there something else we
can help you with today?
26©2015 Aspect Software, Inc. All rights reserved
Personalization
Decreased call times, increased acceptance and satisfaction
Integrated application lifecycle suite for personalised IVR and multi-
channel self services
Built-in support for multi-language, multi-brand services
Layer concept facilitates creation of highly personalized yet
maintainable call flows
Adjust to:
- Caller preferences (such as DTMF vs. speech)
- Speaking Style (synonyms, number patterns, ..)
- Experience (First Time, Novice, Power User, ..)
- Transaction History (predict reason for calling)
- Service Level (differentiate based on segment)
- Portfolio (align offered products & services)
Dynamic business rules rather than static menus manage your caller
experience
27©2015 Aspect Software, Inc. All rights reserved
Aspect CXP Continuity Server
► Developers of ANY customer touch points
can now design for experience continuity
Application specific data
Generic session dataWhen was the last session/call?
On which channel?
What was the last step?
Last Business Task completed?
The place for your Context Cookies
Web Phone Social Chat SMS
28©2015 Aspect Software, Inc. All rights reserved
AspectContinuity ServerTM
3rd Party CRM
Automated Dialogues
(Self-Service)
Voic
e/V
ideo
Chat/IM
SM
S/T
ext
Socia
l
Web &
Mobile
Agent Dialogues
(Live Service)
Voic
e/V
ideo
Chat/IM
SM
S/T
ext
Socia
l
Em
ail
Aspect
Avaya
Genesys
Microsoft
IBM
…
Aspect
Microsoft
Salesforce
…
Conte
xtu
al D
ata
Tra
nsfe
r
ContextCookies
Continuity
Se
rve
r
AP
I
CRM & Continuity Server
Can and Should Co-Exist
©2015 Aspect Software, Inc. All rights reserved 29
CXP Business User Interface
Empower Business Users
©2015 Aspect Software, Inc. All rights reserved 32
Aspect RTC Platform
makes it easy to let your consumers connect to your contact center
within a website or mobile app with audio, video, and co-browsing.
33©2015 Aspect Software, Inc. All rights reserved
Aspect RTC Platform is Powered by WebRTC
WHAT IS WEBRTC?
▸ Enables Web browsers to host real-time audio and video communications…
▸ …without the need for a plug-in or browser extension, or logging into an account
34©2015 Aspect Software, Inc. All rights reserved
Key Features
Experience Continuity
• Observe & relay context
• Show agent status in app or
website
• CTI integration
• IVR bypass
• Call back, analytics
• WebRTC based
• In-app voice, video, chat
• Mobile apps, websites
• Enterprise SIP integration
Audio, Video & Text Chat
• Live online assistance
• App screen share
• Remote control, on-screen
annotation, file push
• “Amazon Mayday
experience”
RTC Collaborate
36©2015 Aspect Software, Inc. All rights reserved
Video for the
At-Home Retail Customer
Customer browsing
online needs
real-time help
Video chat with
expert proactively
offered
Expert annotates &
highlights on screen
Screen share &
co-browse
Customer views content
pushed from agent
37©2015 Aspect Software, Inc. All rights reserved
RTC Collaborate
Agent View
Share & jointly control screen (co-
browse)
Voice or video chat with movable
window
Draw & annotate to
educate
Content push (docs, links,
videos, apps, visual IVR)
Capture user context (profile, online
activity)
Session tagging for audit &
search
39©2015 Aspect Software, Inc. All rights reserved
RTC Collaborate
for Hospitality
Hotels have mobile & web apps today
Embed RTC Collaborate within existing Hotel apps
(2 lines of code)
No plugins or soft-clients. Easy client side integration!
40©2015 Aspect Software, Inc. All rights reserved
RTC Collaborate for Hotel
Guest Concierge Services
Hotel guest on property with tablet
needs help from concierge services
Guest pulls up the hotel app and
hits Live Assist button
View content pushed from concierge
Concierge annotates & highlights screen to show directions
Screen share & co-browse with concierge
41©2015 Aspect Software, Inc. All rights reserved41
Variety of Use Cases for Hospitality
• Mobile Concierge Services
• Mobile Convention Services
• Mobile Room Services
• VIP Services
• Remote Help Desk Services
• Conference Services
42©2015 Aspect Software, Inc. All rights reserved42
Contact Center Use Case
RTC Web Gateway
Reverse Proxy
SIP Call Control for Contact
Center
Aspect® Unified IP®
Workflow API
Consumer Side
Secure Media (Voice, Video/Screen)
HTTP(S) Contextual Data
PC User
Mobile
User RTC
MediaBroker
AgentDesktop
SoftphoneWeb
Application
SIP
Tablet
43©2015 Aspect Software, Inc. All rights reserved
In Branch Experience with a Remote Expert
► The “Self-Service Banking Branch”
• With specialty group experts (financial advisor or SMB banker)
• Draw on expertise located across the country
• Expand reach into under-served locations
43