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APP L I C AT I O N O V E R V I E WAspect Unified IP Putting the contact center at the center of the customer experienceAspect Unified IP is a complete, software-based, unified platform that helps enterprise contact centersdeliver remarkable customer experiences across every conversation and every channel – through asingle, elegant software platform.The solution brings all contact options together, in one place, on one platform, so informed andempowered agents can keep talking, typing and conversing. At the same time, it minimizes customereffort, providing a differentiated multichannel, multichoice customer experience across voice, email, webchat, IM and SMS.CHAT/IMVOILAIEMCEA UT O M ATIOIN BOUNDAspect Unified IP As customers continue to take greater control of the serviceconversation, contact center agents must be equipped to deliverseamless, informed, and empowered interactions in every channeland every touch point. This customer contact platform helps youimprove customer issue resolution, proactively address serviceneeds, boost sales revenues and increase debt collections,differentiating the customer experience and increasing customervalue while reducing total cost of ownership.Turning routine interactions into strong customer connectionsis about finding better ways to bring people and informationtogether to improve the customer experience in the face ofconsumer demands for expanded interaction choices. Technologyand business process requirements for serving today’s demandingconsumer include:N Provide seamless multichannel communicationSMSOUTBOUND E nable two-way communication with customers that supportsproactive care E ngage enterprise workers in customer interaction acrosschannels, including social spaces

L everage unified communications and collaboration technologiessuch as Skype for Business and SharePoint across the enterpriseSMSCHAT/IMVOICEAspect puts the contact center at the center of the customerexperience to establish, enhance and sustain stronger customercompany relationships.EMAILtxtAUTOMATIONOUTBOUNDEasier to Do Business, Easier to Do Business WithSELFSERVICECustomer experience has always been aprimary driver of business reputation andTotalCustomerrevenue. What has markedly changed inExperiencerecent years is the influence of customerchoice on competitive standing. Yourrelationship with your customers hasAspect Unified IPchanged forever. They’ve taken control ofthe conversation, and are more demanding,Totalmore vocal, and less tolerant than everCost ofOwnershipbefore. Digital and mobile access to greaterproduct choice has forever set customers’expectations for fast, easy, high-qualitybuying and service experiences from anyplace at any time – every time. If companies fall short, customerscan instantly shop elsewhere from wherever they happen to be. E TYANALYTICSMANAGEMENTAspect has the only fully-integrated contact management andworkforce optimization platform on the market.Seamless Orchestration of Your Contact CenterOperationsAspect Unified IP multichannel inbound and outbound capabilities,including automated self-service and proactive outreach, enableinteractions to occur at the right time and place with the rightresources, for high-touch customer service, personalized salescampaigns and precision-targeted collections efforts.The system allocates agents across contact channels throughtrue multimedia blending defined by business rules. Some or allavailable agents can handle multiple types of customer interactions– including inbound calls and outbound calls, email, IM, web chatand SMS – all from the same workstation.Aspect Unified IP builds on your existing technologies to openup communications and workflow bottlenecks, and automatesmarter business processes. When you fuse its open-platformcontact management capabilities with workforce optimization andcollaboration, you’re able to produce adaptable, configurableapplication components that easily conform to your business andoperational requirements. This supports dramatically increasedbusiness efficiencies and more profitable customer interactions.Automated Self-Service ConvenienceA pronounced increase in self-service seen in the marketplaceis supported by technology advances that continue to make theexperience more fluid and engaging for customers. Aspect UnifiedIP voice, web, chat and instant messaging offer customers theflexible choices and convenience they prefer.You can give customers anytime, anywhere service access andreduce staff resources and costs through technology that selectivelyautomates self-service interactions: I ntegrated text-to-speech and speech recognition gathercustomer information and match it with back-office systemsdata to fulfill requests without involving a live agentOMAREER CWNSTESCUTA SPEC T PROFTNACA unified solution that centrally governsStechnology-driven communicationICEASRVprocesses is required to deliverEA N AGPESCT MEMLAa consistent customerTENNOexperience. And workforcetxtoptimization gives youmore control over – andmore insight into – everyinteraction betweenthe customer andthe enterprise. Wellinformed and automatedoperational decisionslead to better outcomes.For optimal value, addORECprofessional, technical andRKIOATFOeducational services fromZIRCEASAspect to ensure through-andOPTIMSPECECTthrough solution expertise appliedVIREDUEC AT I O N Sexactly where, when and how youneed it.CWORKFORCEMANAGEMENTANALYTICSPutting The Contact Center at the Center of theCustomer ExperienceOWORK FORCEOP TIMIZ ATION With the Aspect Unified IP contact management platform, you cando business at the speed of the consumer, consistently minimizingcustomer effort so your company becomes easier to do businesswith. This solution differentiates and improves the total customerexperience by providing a variety of choices for customers acrossvoice, email, web chat, IM and SMS. At the same time, it reducesyour total cost of ownership (TCO) by simplifying and flexiblymanaging interactions to drive operational efficiencies and costsavings.SIINBOUNDCONTAC TMANAGEMENT eamless transfer of customer information to agentsS– from the company website, voice portal, an onlinecommunity or other self-service activity points –provides a real-time preview and context prior to theinteractionI nformation about web self-service queue status allowscustomers to view estimated wait times for differentchannels and decide the best contact method

By providing more channel choices and self-service features, youempower agents with useful information and give customersintegrated flexibility, convenience and autonomy, which together,define a digitally driven lifestyle that’s fast becoming theglobal norm.without stopping and starting systems, campaigns or services.Contacts can also be distributed between multiple sites andmatched to the most qualified customer resource within your entireenterprise agent pool for specific contact flows and work types.Compliant Proactive Outreach and High-Touch Customer CareAspect Unified IP leads the outbound dialer market with contactcapabilities that power automated multichannel campaigns andhigh-touch proactive customer care delivered through voice, emailor SMS. This functionality makes it possible to provide criticalinformation to the right people at the right time through the mosteffective channel, supporting increases in productivity, servicesatisfaction, recovered debt and sales revenues.Smarter, compliant campaigns can take full advantage of callingopportunities to save time and resources. And with next-generationnotification capabilities, you’re able to send critical alerts and valueadded messages that reach customers when the information is mosthelpful.Consistency Counts, Even When They Change the ChannelAs the path to service takes ever more varied and twisting turns,organizations must expect the unexpected. Usage of new channelsand new devices continues to climb, as does customers’ willingness– and inclination – to change channels according to their needs. It isimperative that you provide a consistent cross channel experiencewhen customers engage, inquire, and request service whenever,wherever, and via whatever channel suits them.Informed Inbound InteractionsThe first intelligent ACD, which powered the first call center flightbooking system for Continental Airlines, marked the start ofAspect’s 40 year tradition of industry-expanding technology firsts.Today our contact management solutions continue to build on pastinnovations, helping you deliver a truly differentiated customerexperience that bolsters consumer loyalty and improves businessoutcomes.Advance notices to customers about payment due dates,prescription refills and low balances, although appreciated, arebecoming fairly routine. Aspect Unified IP helps you differentiatecustomer care by identifying and delivering personalizedinformation that customers will find not just timely, but uniquelyrelevant and valuable.Product InfoFlight Rebooklized InfoPersonaRelevant& TimelyStrategic, whole system automation provided by Aspect UnifiedIP can encompass the entire inbound customer interaction, fromcontact routing, to agent skill selection, to contact recording.Combined with robust routing, automation makes it easier toengage customers by minimizing time and effort, and simplifiesadministration to increase efficiency and productivity.Information about customers collected through surveys, interactionquality monitoring, social monitoring, customer histories and othertools and resources enables the enterprise to accurately anticipateneeds and interests. You can drive the best customer and businessoutcomes from proactive outreach and care effortswith the ability to:The ability of Aspect Unified IP to flexibly apply one set of businessrules to single or multiple channels differentiates the customerexperience and improves business outcomes at a reduced TCO. Bycoordinating rules with historical as well as real-time customer data,efficiently connecting each inbound contact with the best skilledagent becomes automatic. Customer concerns are resolved quicklyand completely, and the ability to deliver a follow-up contact to theoriginal agent increases business and service continuity. A pply escalation strategies that build automated retry rules usingmultiple media types to improve contact ratesAcross channels, you can dynamically prioritize incoming contactsin a universal, single queue, and based on real-time statistics andsystem conditions route them to the most appropriate agent. Thiscapability factors wait times, incoming traffic volumes, servicelevels and other variables, and allows changes to provisioning rules R educe costs by preempting predictable and repeatable inboundand outbound interactionsKnowing where your customers are helps you determine the bestcontact methods to use for your outbound campaigns, and when touse them, so you can increase right party contact rates, saving timeand resources. With government restrictions on contacts, includingrules requiring consent, it’s more important than ever to increaseyour odds of calling – and connecting with – the right person on thefirst attempt.