2. About Aspire
Aspire is a market leader for call center technologies, maximizing performance and efficiency in the call center.
Experience – 15 years of experience, over 500 customers
Solutions – Comprehensive call center software solutions for call centers of all types and sizes
Compatibility – Major vendors: Avaya, Nortel, Cisco, Genesys, Panasonic, Ericsson-LG
Certification
Microsoft Application Developer Partner
Avaya DevConnect
Cisco Select Certified Partner

3. Call Center Management Challenges
How can you manage your call center efficiently if you don’t have all the information you need, when you need it, arranged just the way you need it?
Analytics – Information is not organized in an easy-to-use and accessible ways. Screens and reports and mostly static.
Missing Specifics – Not all of the required information is available to managers
“real time”? – Some of the information displayed is outdated
Dependency – Changes, settings and tuning mostly require IT personnel
Proactivity – Systems are passive, making it difficult managers to act and respond to peaks and crises

4. The Solution: Aspire presents
SmartCC enables and leverages management abilities of call center managers
Insights & Analytics – Information is organized and displayed according to managers’ needs. Managers can build their own screens and reports
Specifics – Presenting and collating all required information
“Real” real time – Information refresh rate: once a second
Independence & Flexibility – Settings and changes unveiled at supervisor level
Proactivity – Proactive alerts and to-do’s using visual, audio, SMS and

5. Information  Insights  Decisions

6. Call Center Management - Specifics
CC Supervisor: “I need to know exactly how my metrics are behaving, I need detailed information for specific calls to handle customer complaints”
CC System: “You can only have certain types of information, and details are only available if you dig through the system logs”
SmartCC: “Everything you need is right at your fingertips. Even if you’re looking for details of a specific call a year ago”

7. Out-of-the-box by Avaya, Cisco, etc..
Call Center Management - Specifics
Out-of-the-box by Avaya, Cisco, etc..
Statistical information fullness
Limited to certain aspects of cc management
Involves all cc management aspects and created according to users’ needs
Statistical information duration
Saved for a limited period of time (usually no more than one year)
Saved indefinitely
Detailed information duration
saved for a very short period of time (usually no more than one month)
Detailed information accessibility
Mostly difficult to understand and analyze
Organized in easy-to-use, accessible forms

8. Call Center Management – Insights & Analytics
CC Manager: “I need to be able to ascertain what’s going on in a second or two, looking at one screen that presents me with everything I need to know, arranged in a way that helps me react”
CC System: “You can get the information you need but you will have to use several different screens and reports”
SmartCC: “You can design and build your own screens and reports to enhance your productivity as a manager”

9. Call Center Management – Insights & Analytics
Built-in screen:

10. Call Center Management – Insights & Analytics
screen:

11. Call Center Management – Real Time
Telemarketing Team Leader: “I need to know what my sales reps are doing on a second-to-second basis, including specific actions they’re doing with their phones”
CC System: “Refresh rate for real time screens is 3-5 seconds, and some statuses are not represented there”
SmartCC: “Our real time screens fit a telemarketing center perfectly and update every second”

12. Call Center Management – Insights & Analytics
Built-in screen:

13. Call Center Management – Insights & Analytics
screen:

14. Call Center Management – Proactivity
CC Manager: “I need to be know what’s going on even if I’m not at my desk – if there’s a crisis, I want to know about it before it reaches upper management”
CC System: “These types of alerts are only possible through 3rd party developments”
SmartCC: “We’ll reach you and tell you what you need to know – via SMS, , or even an audio alarm going off ”

15. Call Center Management – Independence
Built-in screen:

16. Call Center Management – Independence
screen:

17. Selected Customers & Testimonials

18. Selected Customers & Testimonials
Oren Zaguri, CC Systems Team Leader: “The SmartCC management module saves time and money for us every single day, simplifying actions and supplying us with critical business information”
Karni Kaplan, VP Operations: “We’ve been using Aspire’s solutions since Over the years we’ve enjoyed reliable, well crafted solutions that saved us both time and money and increased our call center’s productivity”
Nir Ben-Zion, IT Manager: “Aspires’ solutions for our CISCO call center made it possible for us to manage the system more easily. Tasks once requiring IT personnel are now handled at the operational level”

19. What’s the bottom line?
Information enables accurate and efficient decisions
Supplying managers with all the information they need allows them to focus on management, efficiency and productivity
Reducing dependency on IT dept. allows better responses and streamlines CC operations
SmartCC drives KPIs up
SmartCC enables and leverages management abilities of call center managers

20. Mike Melnik, C.E.O.