Transcript Daniel Pearson - @dcpearso John Regos - @jazman1973 Mario D’Silva “Thanks for reporting your issue – do you have logs with that?”

Daniel Pearson - @dcpearso
John Regos - @jazman1973
Mario D’Silva
“Thanks for reporting your issue – do you have logs
with that?”
What can be configured (CDR)
What can be configured (QoE)
Real-Time display dashboard to advise agents of the
current call status
Users know best time for breaks - better balance
between breaks and customer service
Ideal for remote workers – Uses Lync communications
Tunnelling no need to open up firewall.
Store unlimited customised reports.
Reports can be scheduled to be emailed every day,
every week, every month.
Wrap up code reporting – report on the type of calls
received within a Response Group
Nearly 40 Years of Industry Innovation for today’s organisations
First ACD
1973
First WFM
1980
First Dialer
1981
First Unified Architecture
1996
Synchronized Performance Optimization
2000
First SIP Interoperability
2007
Aspect – Microsoft Strategic Alliance
2008
Unified Communications Applications for the Contact Centre
2009
Next-Generation Customer Contact
2012
©2013 Aspect Software, Inc. All rights reserved
Worldwide platform facts
Systems deployed
1,600+ systems | 40 countries
Agents deployed
246,000+ agents
Enterprise agent configuration
Up to 40,000 agents
Agent size per system
Up to 2,000 blended agents
Busy hour attempts/completions
Up to 216,000
Self-service ports per system
Up to 2,000 ports
Supervisory and monitoring consoles
Up to 200 per system
Availability
~99.999% uptime
©2013 Aspect Software, Inc. All rights reserved
▸
Leader
contact center infrastructure
market
2001-2012
©2013 Aspect Software, Inc. All rights reserved
#1
in outbound dialer
market share
North America
2011
Performance verified
contact center
architecture
2011
32
•
Social & Collaboration
©2013 Aspect Software, Inc. All rights reserved
Analytics
Workflow & Routing
Agent Controls
Knowledge Resources
35
Uses Microsoft Lync to Increase
Collaboration Between the Contact Center
and the Enterprise
–
–
–
©2013 Aspect Software, Inc. All rights reserved
36
Leverage Lync within the Contact Center and the Enterprise
©2013 Aspect Software, Inc. All rights reserved
37
Customer at
Kiosk
Aspect
Aspect
Unified
IP
Unified IP
Microsoft
Lync
©2013 Aspect Software, Inc. All rights reserved
Agents and Supervisors
http://channel9.msdn.com/Events/TechEd/Australia/2013
http://www.microsoftvirtualacademy.com/
http://technet.microsoft.com/en-au/
http://msdn.microsoft.com/en-au/
1.
Download both Exchange Server 2013 and Lync Server 2013 and try in your own
environment
2.
Trial Exchange and Lync Online
3.
Contact your Microsoft or Partner Account Manager to arrange a time test drive
Exchange and Lync in one of our Customer Immersion Experience Centres
4.
Contact your Microsoft or Partner Account Manager to get a Lync business value
assessment or an Exchange and Lync technical briefing
Exchange