1. Aspect Via™ The Customer Engagement Center in the Cloud
©2016 Aspect Software, Inc. All rights reserved

2. Everything you need in one, all cloud Customer Engagement Center:
Service Intelligence
Reporting and Analytics
Agent
Empowerment
Omnichannel Engagement
Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service.
Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility.
Everything you need is on a single, all-in-one cloud platform:
Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere
Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omnichannel connects based on skills, customer and real-time data
Be proactive and anticipate customer needs with proactive and personalized service.
Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply
Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger
Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations.
Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights.
Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA.
Self-Service
Complete Cloud
Proactive Outreach
Process and People Optimization 2
©2016 Aspect Software, Inc. All rights reserved

3. Everything you need in one, all cloud Customer Engagement Center:
Service Intelligence
Native IM, WFO and Self-Service capabilities
Common UI for configuration and administration across all capabilities
Shared real-time and historical reporting across all capabilities
Reimagined, role-based UX for agents, team leads and administrators
Reporting and Analytics
Agent
Empowerment
Omni-channel Engagement
Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service.
Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility.
Everything you need is on a single, all-in-one cloud platform:
Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere
Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omnichannel connects based on skills, customer and real-time data
Be proactive and anticipate customer needs with proactive and personalized service. Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply
Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger
Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations.
Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights.
Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA.
Self-Service
Complete Cloud
Proactive Outreach
Process and People Optimization
©2016 Aspect Software, Inc. All rights reserved

4. Contemporary Customer Service Capabilities
Self-Service
Omni-channel Engagement
Service Intelligence
Proactive Outreach
Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service.
Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility.
Everything you need is on a single, all-in-one cloud platform:
Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere
Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omni-channel connects based on skills, customer and real-time data
Be proactive and anticipate customer needs with proactive and personalized service.
Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply
Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger
Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations.
Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights.
Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA.
Agent Empowerment
Process and People Optimization
Reporting and Analytics
Complete
Cloud 4
©2016 Aspect Software, Inc. All rights reserved

5. Modern, Omni-channel Self-service
Enable omni-channel self-service and a consistent, personalized experience across all customer touch points
Personalized Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data
Intelligent Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues
Enable omni-channel self-service and a consistent, personalized interface across all customer touch points
Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues
Provide a seamless Omni-Channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted with Experience Continuity
Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data
Obtain real-time reporting and deep analysis of caller behavior, application performance, and transaction success for rapid tuning, improved ROI, and a better customer experience.
Design Once, Deploy Anywhere with rich self service across voice, SMS, Social, Visual IVR, and Mobile with powerful disposable Mobile Apps
Flexibility to augment your existing IVR solution, whether from Aspect or a 3rd party
Contextual Provide a seamless omni-channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted
Simple Design Once, Deploy Anywhere with rich self-service across voice, SMS, Social, Visual IVR, and Mobile with powerful disposable Mobile Apps 5
©2016 Aspect Software, Inc. All rights reserved

6. Seamless Customer Journey - Delivered!
Seamless customer experience from self-service to live agent assistance
Contextual information from customer’s self-service interaction is delivered to the agent
Real time visibility to agent assistance requests aid command center resource planning
Detailed Customer Journey reporting showing all touchpoints for the self-service and agent assisted service
Easy to use workflow scripting allows for tailoring the customer engagement experience from self-service to assisted service
Seamless customer experience from self-service to personalized service from the best skilled agent across the enterprise
Contextual information from customer’s self-service interaction so the agent is better informed
Real time visibility to agent assistance requests aid command center resource planning
Detailed Customer Journey Report showing all touchpoints for the self-service and agent assisted service interaction for each individual transaction
Easy to use workflow scripting allows the business to tailor the customer engagement experience from self-service to assisted service 6
©2016 Aspect Software, Inc. All rights reserved

7. Modern, Omni-channel Self-service
“To make a reservation, please say the city and state first”
To make a reservation, please send the city and state first
IVR
TEXT
MOBILE APP
SOCIAL
Design Once
Deploy Anywhere
Only Aspect offers “Design Once, Deploy Anywhere” architecture that lets companies design a self-service application for one channel like IVR, and easily re-deploy on another channel (SMS, social, mobile apps, etc.) – historically, this has saved companies over 50% on development costs. 7
©2016 Aspect Software, Inc. All rights reserved
IVR
ITR
Mobile

8. Proactive Customer Outreach
Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues
Connect Power automated multichannel campaigns and high-touch proactive customer care delivered through voice, or SMS to stay connected with customers
Inform Send important alerts and value added messages to the right people, at the right time, to reach customers when the information is most relevant and helpful
Proactive customer outreach is fundamental to keeping customers engaged, informed and on schedule whether for appointments or bill payments -- but contacting customers in a regulatory compliant way has been made so much more difficult with the proliferation of mobile devices. The Telephone Consumer Protection Act (TCPA) has strict regulations about contacting consumers’ mobile phones devices without explicit consent. Today 65% of households can only be contacted via a wireless device -- this number will only grow as will compliance concerns.
Aspect Via has you covered. Aspect leads the outbound dialer market with contact capabilities that power automated multichannel campaigns and high-touch proactive customer care delivered through voice, or SMS. A full set of advanced list and campaign optimization compliance capabilities allow you to adhere to regulatory dialing requirements, making it easier for you to comply. This functionality makes it possible to provide critical information to the right people at the right time through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues.
Anticipate Deliver extraordinary service to your customers by anticipating their needs and sending proactive and personalized service communications
Compliant Deploy smarter, compliant campaign strategies that take full advantage of engagement opportunities to save time and resources while adhering to regulatory requirements 8
©2016 Aspect Software, Inc. All rights reserved

9. Engaged and Empowered Counselors
EMPOWER Agents
- Forrester Research
2X Agents satisfied with technologies at work are two-times more likely to recommend their company as a good employer.
There’s a strong relationship between an empowered agent and a happy customer. As Ian Jacobs at Forrester says in a recent report, “Unhappy contact center agents equals unhappy customers. It’s that simple.” “
There’s a strong relationship between an empowered agent and a happy customer. As Ian Jacobs at Forrester says in a recent report, “Unhappy contact center agents equals unhappy customers. It’s that simple.
- Ian Jacobs, Forrester Research

10. Reimagine the User Experience
Easily customized, widget-based, pure thin client user interface
Full omni-channel support on popular web browsers and on all client devices
Performance data from WFO as well as common agent functions from those applications
Reimaging the User Experience
Aspect Via provides role based user interface provides an easy to use streamlined user experience for agents, team leads, and administrators.
Easily customized, widget-based, pure thin client user interface.
Full omni-channel support – all channels
Popular web browsers and on all client devices -- desktops, laptops, tablets and smart phones
Performance data from WFO as well as common agent functions from those applications
Reporting and Analytics data across all components will drill-down capabilities for more granularity 10

11. Agent view with chat. 11

12. Via Omni-channel Engagement
Up to 8 simultaneous interactions
Interactive workspace (customer context, file share, spellcheck)
“Click to call” easily escalates from chat to voice 12

13. Flexible and Mobile Self-Service Access to Contact Center Applications
Give millennial agents and supervisors the self-service and mobility they want
Easily review/change schedules and perform other common agent workforce functions from any mobile device
Receive , text, push notification or desktop alert on voluntary OT, vacation or other contact center priority
Agents respond in the self-service channel of their choice including smartphone app, natural language interactive text response (Aspect Mila), office desktop, IVR or direct messages via social media
Research shows a clear link between the happiness of agents and the happiness of customers.  Providing convenient, familiar workforce management tools to help agents more easily accomplish tasks, no matter how simple or complex – keeps them more engaged – and engaging — in important customer- facing work.
Aspect radically simplifies self-service communication between agents and the contact center using mobile devices. Mobile access to the contact center gives the modern Millennial agent the ability to easily balance work life and personal life while on the go, and it has been demonstrated to significantly reduce absenteeism and employee turnover.
Give millennial agents and supervisors the self-service and mobility they want with a dedicated mobile app or touch-tone IVR that enables easy viewing and changing of schedule from anywhere.
Accommodate any agent’s personal schedule with a rich selection of employee schedule preferences (e.g., hours/week, shift length, start/stop times, workday patters, days per week, lunch time preference, etc.)
Contact centers communicate the need for voluntary overtime or time-off en masse to the appropriately skilled agents as volumes ebb and flow through , SMS/Text, push notifications (as well as to the desktop when in the office)
Agents respond in the self- service channel of their choice including IVR, smartphone app, natural language interactive text response (ITR), direct messages via social media (or the desktop in the office)
Workforce management business rules approve or deny requested schedule changes in real-time based on pre-determined business rules, personal vacation time available and group allowances
Natural language ITR enables agents to use conversational English via SMS/Text to easily accomplish common agents tasks such as schedule review and change 13
©2016 Aspect Software, Inc. All rights reserved

14. Process and People Optimization
Complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service.
Accurate Optimize the forecasting, planning and tracking of multi-skill resources within your workforce to ensure the right service individuals are ready when customers need them most
Informative Record voice and screen interactions, evaluate recordings, provide coaching through the evaluation feedback process, and analyze the results through standard reporting
Technology is second nature to your customers. Now it can be first-rate for your agents. Workforce optimization capabilities within Aspect Via increase productivity for millions of agents worldwide while enhancing their work lives every day – from real-time coaching to managing their schedules via smartphones with ease.
Workforce, quality and performance management... Aspect Via covers it all and is designed to adapt rapidly and cost-effectively to your changing contact center needs. The result? More engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost.
Insightful Multi-dimensional KPI dashboards and reports that provide comprehension into operational performance as well as holistic insight into the customer experience
Analytical Monitor the customer conversation in every channel with powerful analytics capabilities to drive business process change and an improved customer experience . 14
©2016 Aspect Software, Inc. All rights reserved

15. Real Time Omni-channel Reporting & Analytics
Advanced, reporting and analytics to help focus on operational efficiency and service strategies
Insightful Built-in reporting capabilities to measure progress toward first-call resolution, interaction-handling time and more
Actionable Dashboards and report templates provide up-to-the-minute and historical data -- with easy drill-down to the most granular data to fine tune contact center processes
Useful Comprehend drivers behind customer behavior and attitude such as churn, purchase and satisfaction
Impactful Understand the customer journey from self-service thru to live assistance with complete customer engagement reporting and analytics 15
©2016 Aspect Software, Inc. All rights reserved

16. Agent view with chat. 16

17. Deep Next Generation Analytics – Quantifying and Evaluating Success
Real-Time Dash-boarding and Authoring
Easy Authoring for Historical Reports 17
©2016 Aspect Software, Inc. All rights reserved

18. Let’s Take a Closer Look at Aspect Via™….
Agent Persona
Agent and Team Lead WFO
Team Lead – Live Agents Assist
Manager – Create an inbound service
Manager / Team Lead – Review Chat transcripts 18
©2016 Aspect Software, Inc. All rights reserved