advanced back office optimization

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

What is Possible?

Aspect® Advanced Back Office

Optimization

Ensure your back office delivers what your

front office promised

Warsaw, Hotel Sheraton, October 6th 2014

Automated Dialogues

(Self-Service)

Voic

e/V

ideo

Chat/

IM

SM

S/T

ext

So

cia

l

Web &

Mobile

Customer Engagement Reference Architecture

Agent Dialogues

(Live Service)

Voic

e/V

ideo

Chat/

IM

SM

S/T

ext

Socia

l

Em

ail

Inbound Routing - Proactive Outbound

Conte

xtu

al D

ata

Tra

nsfe

r

Work

forc

e

Managem

ent

Reporting and Analytics

Enterprise Integration – API Framework

Qualit

y

Managem

ent

Perf

orm

an

ce

Managem

ent

Wo

rkfo

rce

Managem

ent

Work

Allo

cation &

Task M

anagem

ent

Security and Compliance

Str

ate

gic

Consultin

g S

erv

ices

Str

ate

gic

Consultin

g S

erv

ices

Workforce

Optimization

Omni-Channel Customer Interaction

Perf

orm

ance

Managem

ent

Back Office

Optimization

12

©2013 Aspect Software, Inc. All rights reserved 3

Aspect offers the only Integrated Platform

Contact Center

Workforce Optimization

Back Office Optimization

Automated Self-service

Intelligent Multichannel Contact Routing

Compliant Proactive Outreach

Interactive Mobile Self-service

Social Customer Care

Unified Reporting and Administration

Workforce Management

Performance Management

Quality Management

Speech, Text and Desktop Analytics

Data-Driven Operational Decisions

Real-Time Work & Task Management

Measurement against Proven KPIs

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved

Some Things Never Change Back Office Needs

4

To deliver great customer experiences,

firms must orchestrate a complex system

of interdependent people, processes and

technology. Adapt Business Process Improvement

for Customer Experience, Paul Hagen (Forrester), Jan 2013

Large labor pool performing similar tasks whose outcome affects service delivery

Processes are manual or may be executed by leveraging multiple operational systems

‣ Average process involves 10 or more systems

‣ Manual processes involve 40% of labor


What happens in the back office

has a material effect on the

customer experience

Around 73% of the human resource and 60% of the knowledge needed for the customer experience resides in the back office. Source: European Business Review

60% percent of customer dissatisfaction sources are found in the back office. Source: TARP Worldwide

17% of a customer’s loyalty is a result of operational efficiency. Source: Forrester Research

5

16.6%

Recommend

15.8%

Stay

14.4%

Spend Customer Experience Boosts Revenue

Bruce D. Temkin, Forrester Research

customer experience decision makers say

that they are unable to effectively manage

the end-to-end workflow of interactions “Next-Generation Contact Center”, Forrester/Aspect

Customers

of customer

experience

leaders are

more likely to…

42%


An unexpected storm

doubles the volume of

claims received

The flu causes multiple

employees to call in sick

with work still in their

queues

A growing backlog

throttles the system and

causes delays in claims

disbursements

Managers scramble to

find free resources, track

down and re-assign

caseload

“Strategy gets you on the playing field, but execution pays the bills”

6

©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved 7

Insight

Advanced Back Office

Optimization People Workforce Planning and Forecasting

Forecast accurately, allocate and schedule staff optimally

based on realistic scenarios, adjust in real-time

Process Real Time Work Management

Optimize how work is allocated with real-time control over

service level commitment and achievement

Insight Reporting and Analytics Reports and dashboards pre-configured with key back office metrics

with data available to enterprise systems for 360° operational view

Aspect®

Workforce

Management

Aspect®

Back Office Optimizer (powered by eg© solutions plc)

Aspect® Desktop Analytics

Aspect®

Back Office Optimizer (powered by eg© solutions plc)

Aspect® Performance

Management

Reduce customer service costs in the front office Cut operating costs in the back office

Studies show up to 40% operational cost savings from

increased productivity

Back office inefficiency and errors has been shown to

drive up to 20% more agent interactions


Putting the ACD in the Back Office

9

©2013 Aspect Software, Inc. All rights reserved

Real-Time Capacity Planning & Line Balancing

11

Daily Capacity Plan Summary Report

Real time view of all

outstanding work

Prioritisation in line with

customer demand

Real time capacity

planning at all

organisational levels -

multiple teams, multiple

sites

Line Balancing across

teams to match supply

and demand


Work Prioritisation and Allocation

12

Visibility of staff

available, actively

working or idle

The Allocation function

Real-time view of

unallocated and allocated

work; service priorities

(task target date and

process target date)

Supports manual,

assisted & fully

automated work

allocation


Real-Time Performance Monitoring

13

Snapshot of team

progress against plan

Progress Chart and Progress Detail

Real time monitoring of

individual performance -

coach, challenge &

cheerlead


Proven Success Across Outcomes that Matter

14

Early adopters of

back-office WFO

solutions are realizing

very significant

savings, ranging from

20% to 40%. Donna Fluss, DMG, The Missing Links

in Back-Office Business Process

Management (sponsored by Aspect)

Increase in occupancy/ utilization1

Increase in back office productivity2

Decrease in scheduling time1

Decrease in back office staffing costs2

Decrease in administrative management1

Improved fulfillment productivity3

Increase in reporting productivity4

Decrease in calls to supervisor hotline3

Decrease in order processing time3

Adherence level achieved1

10%

20%

30%

35%

35%

35%

50%

50%

50%

90%

1. Nucleus Research, Aspect ROI Guidebook, 2013, 2. eg solutions plc case studies,

3. Catalyst Rx, Aspect Back Office Case Study 4. IDC


Achieve a unified front,

from front to back

©2013 Aspect Software, Inc. All rights reserved 16

Aspect offers the only Integrated Platform

Contact Center

Workforce Optimization

Back Office Optimization

Automated Self-service

Intelligent Multichannel Contact Routing

Compliant Proactive Outreach

Interactive Mobile Self-service

Social Customer Care

Unified Reporting and Administration

Workforce Management

Performance Management

Quality Management

Speech, Text and Desktop Analytics

Data-Driven Operational Decisions

Real-Time Work & Task Management

Measurement against Proven KPIs

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©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

[email protected]

mailto:[email protected]

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