Answers to deliver outstanding customer experience with the Omni-Channel Approach - Examples http://www.comarch.com/trade-and-services/our-solutions/comarch-ict/comarch-it-networks/comarch-contact-center/

1. ©2013 Aspect Software, Inc. All rights reserved
rev: Mar 2013
Customer Relationship Revolution What’s Next?
Answers to deliver outstanding customer
experience with the Omni-Channel
Approach - Examples
Warsaw, Hotel Sheraton, 6. October 2014

2. The Omni-Channel Self-Service Experience

3. ©2013 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS
…has given customers limitless ways to make their voices heard – whenever, wherever and however they choose.

4. ©2013 Aspect Software, Inc. All rights reserved
Aspect Mission: Make it easy for you to engage with your customers
4

5. Automated Dialogues (Self-Service)
Voice/Video
Chat/IM
SMS/Text
Social
Web & Mobile
Customer Engagement Reference Architecture
Agent Dialogues (Live Service)
Voice/Video
Chat/IM
SMS/Text
Social
Email
Inbound Routing - Proactive Outbound
Contextual Data Transfer
Workforce Management
Reporting and Analytics
Enterprise Integration – API Framework
Quality Management
Performance Management
Workforce Management
Work Allocation & Task Management
Security and Compliance
Strategic Consulting Services
Strategic Consulting Services
Workforce Optimization
Omni-Channel Customer Interaction
Performance Management
Back Office Optimization
12

6. ©2013 Aspect Software, Inc. All rights reserved
Voice… and Beyond
6
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

7. ©2013 Aspect Software, Inc. All rights reserved
Voice… and Beyond
7
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

8. ©2013 Aspect Software, Inc. All rights reserved
Voxeo CXP Application Lifecycle Management
Reporting Analytics & Business Intelligence
Built-in Simulation & Load Testing
Project Auto Documentation
Call flow Management & Migration
Services Control Center
Eclipse Desktop IDE
Analytics
Best-in-class, real-time & historical analysis and reporting solution
Continuous real-time monitoring of customer self-service interactions
Gain insight about the customer satisfaction rates and the business impact
Understand customer behaviour in a 360 degree view:
Dominant Path Analysis - Understand caller navigation and service usage patterns
Business Task Analysis - Understand transaction completion rates and failure scenarios
Personalization Analysis - Understand service experience broken down by customer categories
Comprehensive Reporting - drill down to MSISDN / input state level
Business User Interface What it does: Change content & behavior of portals and self-services in real time, w/o IT support Changing contact center opening hours Changing call transfer destinations (skill groups) Scheduling announcements (De)activate menu choices and self-services
Unparalleled Customer Experience

9. ©2013 Aspect Software, Inc. All rights reserved
Omni-Channel Self-Service Demo
https://beam.nokia.com/
9

10. ©2013 Aspect Software, Inc. All rights reserved
Smart Bank - Application Prototype
10
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

11. ©2013 Aspect Software, Inc. All rights reserved
Smart Bank - Application Prototype
11
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

12. ©2013 Aspect Software, Inc. All rights reserved
Smart Bank - Application Prototype
12
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

13. ©2013 Aspect Software, Inc. All rights reserved
Prime Telecom - Application Prototype
13
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

14. ©2013 Aspect Software, Inc. All rights reserved
Prime Telecom - Application Prototype
14
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”
Call Prime Telecom
<2> Change Customer Data
Enter pin <1234>
<3> Change Credit Card
<2> Change Expiration Date
…and now you enter the tunnel…
https://beam.nokia.com/

15. ©2013 Aspect Software, Inc. All rights reserved
Smart Health - Application Prototype
20
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

16. ©2013 Aspect Software, Inc. All rights reserved
Smart Health - Application Prototype
21
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

17. ©2013 Aspect Software, Inc. All rights reserved
Car Hire - SMS Application Prototype
22
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”
Seamless move to an agent assisted action

18. ©2013 Aspect Software, Inc. All rights reserved
Twitter is also possible as a Channel
23
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”
Seamless move to an agent assisted action

19. USE CASE Live Voting
Results arriving on different channels displayed instantly

20. ©2013 Aspect Software, Inc. All rights reserved
Give your audience a voice and use it for moderation and illustration….
Example: Which should be the next conference location?
•Munich
•Hamburg
•Zürich
•Duesseldorf
•Voting via:
•2-Way SMS
•Twitter
•(Mobile) Web
•IVR (DTMF and/or Speech Recognition)
SMS
Mobile

21. ©2013 Aspect Software, Inc. All rights reserved
….accurate to the second
26

22. USE CASE Visual IVR
Parking Ticket

23. ©2013 Aspect Software, Inc. All rights reserved
Parking Ticket – Visual IVR Application Prototype
28
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”

24. ©2013 Aspect Software, Inc. All rights reserved
29
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”
Parking Ticket – Visual IVR Application Prototype

25. ©2013 Aspect Software, Inc. All rights reserved
30
Maximize positive brand mentions
Maximize customer satisfaction
Monitor and listen for trends
Resolve customer issues
Share of voice, reputation
Net Promoter (NPS), C-Sat, AHT
Quarterly
Real-time
Shared and corporate
One-on-one
First contact resolution
“Let me find you someone…”
“How can I help you?”
Parking Ticket – Visual IVR Application Prototype
https://beam.nokia.com/

26. ©2013 Aspect Software, Inc. All rights reserved
rev: Mar 2013
Thank you for your attention!
Andras Gortvai Channel Sales Manager Eastern Europe & Austria +43 699 170 722 34 andras.gortvai@aspect.com