Daniel Pearson John Regos Mario D’Silva

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 ed every day, every week, every month. Wrap up code reporting – report on the type of calls received within a Response Group

©2013 Aspect Software, Inc. All rights reserved First ACD First WFM First Unified Architecture First SIP Interoperability Aspect – Microsoft Strategic Alliance Unified Communications Applications for the Contact Centre 2009 Synchronized Performance Optimization First Dialer Next-Generation Customer Contact 2012 Nearly 40 Years of Industry Innovation for today’s organisations

©2013 Aspect Software, Inc. All rights reserved Systems deployed Worldwide platform facts Agents deployed Agent size per system Self-service ports per system Supervisory and monitoring consoles 1,600+ systems | 40 countries 246,000+ agents Up to 216,000 Up to 2,000 ports Up to 200 per system Availability ~99.999% uptime Busy hour attempts/completions Enterprise agent configuration Up to 40,000 agents Up to 2,000 blended agents

©2013 Aspect Software, Inc. All rights reserved 32 Leader contact center infrastructure market # 1 in outbound dialer market share North America Performance verified contact center architecture

©2013 Aspect Software, Inc. All rights reserved 35 Social & Collaboration Analytics Workflow & Routing Agent Controls Knowledge Resources

©2013 Aspect Software, Inc. All rights reserved 36 Uses Microsoft Lync to Increase Collaboration Between the Contact Center and the Enterprise

©2013 Aspect Software, Inc. All rights reserved 37 Leverage Lync within the Contact Center and the Enterprise

©2013 Aspect Software, Inc. All rights reserved Aspect Unified IP Customer at Kiosk Agents and Supervisors Microsoft Lync Aspect Unified IP

1. Download both Exchange Server 2013 and Lync Server 2013 and try in your own environmentExchange Server 2013 Lync Server Trial Exchange and Lync Online 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