1. Aspect®
Putting the Contact Center at the Center of the Customer Experience
March 6, 2013

2. The Relationship Revolution
Customer conversations were once owned by companies. They were one-directional and controlled. Now, a new wave of communication options has given customers limitless ways to make their voices heard – whenever, wherever and however they choose. And they are using their newfound power to take control of the conversation, shifting the balance of power in their favor. They have sparked a "relationship revolution" that is thrusting the Contact Center into the center of these new, dynamic and untethered customer relationships.

3. In the relationship revolution, arm yourself with the only fully integrated Interaction Management, Workforce Optimization and Back-Office platform on the market.

4. Aspect® Unified IP®
Aspect has the only UNIFIED Contact Center PLATFORM that can work across all channels, in any environment and throughout the organization to deliver remarkable customer experiences.

5. Aspect® Workforce Optimization
Automates continuous improvement and helps balance performance and quality strategically
Provides deep operational insight to improve how the workforce is addressing customer need
Aspect understands the business processes around the contact center better than anyone else. Make sure your back office can deliver on front office promises.
Performance & Quality
Advanced Analytics
Staff for Excellence
Aspect Workforce Optimization improves employee productivity and interaction quality to get better customer outcomes – with a smaller number of employees – even within today’s unpredictable demand patterns.
It does so with three integrated and inter-related capabilities:
[Click] Workforce planning and management to forecast, schedule and seamlessly orchestrate front and back office resources to their maximum productivity
[Click] Performance and quality management that helps institutionalize and automate continuous improvement and helps organizations balance performance and quality strategically, and
[Click] Advanced analytics that provides deep operational insight to improve how the workforce is addressing customer need
[Click] Ultimately – it’s allowing organizations to use the power of workforce optimization to Staff for Excellence
Workforce Planning & Management
Because of the decline of the economy and the commoditization of products and services, businesses turn to the customer experience as a differentiator in order to stand out from the crowd. In fact, the survey shows that 67% of organizations say that improving customer experiences is one of their top three. However, organizations today are investing in better customer experiences in a pragmatic way one that balances the cost of serving customers with a focus on creating a competitive advantage.
Forecast, schedule and seamlessly orchestrate front and back office resources to their maximize productivity
Source: Aspect/Forrester 2012 Survey of 300+ top North American Contact Center Decision Makers

6. Enterprise-class Architecture with Unlimited Flexibility
Aspect Applications Foundation
Open and Flexible Interfaces to Enterprise Systems…
Make for Easy Access to Customer Data and Information Assets…
So You Can Present Information to Whoever Needs It When They Need It…
Only Aspect has the business and technology expertise to bring enterprise platforms such Microsoft SharePoint, Dynamics CRM and Lync platforms together– with unified multichannel communications and effective people management – to enrich customer interactions
Practical, comprehensive understanding of PBX/UCC infrastructures
Recognized expertise in enterprise foundational technologies
Enterprise PBX/UCC Integrations
CRM & Operational Environment Integrations
Market leader in interaction and workforce management solutions

7. Differentiated Value Delivered
Aspect Professional Services transforms your contact center into a high performing system that deliver seamless, informed, and empowered interactions in every channel and every touch point.
Our project approach offers three distinct characteristics that consistently benefit our customers through
Deep Knowledge
Team Accountability
Unique Methodology
The Aspect Professional Services project approach offers three distinct characteristics that consistently benefit our customers. Each of these competencies brings its own value. But it’s the way we integrate these disciplines that provides truly differentiated value across all of our services, from a standard product implementation to a game-changing solution enhancement created by our consulting and innovations team.

8. A Customer-Centered Support Model
Aspect Active Learning empowers participants to quickly gain confidence and proficiency with Aspect solutions
Aspect Technical Services keeps your system up and running 24/7/365 – an increasingly important business requirement in the constantly connected world of today’s consumer. Aspect Educational Services takes a differentiated approach to instruction with Aspect Active Learning – providing enterprises with learning resources that quickly increase solution productivity, reduce training complexity, and streamline onboarding processes.
The Aspect Community brings together Aspect users, customers, and experts in a dedicated space to ask questions, share information, and participate in discussions
Dedicated Support Managers paired with every customer

9. HarborOne Solution Results Business goals
Meeting the Demands of Today’s Consumer – Cost Effectively
HarborOne
Leveraging UC and collaboration to deliver exceptional customer service
Solution
Deployed Aspect® Unified IP®, to fully leverage Microsoft infrastructure investments
Enabled agents to readily find and engage enterprise experts – e.g., brand managers and executives – without compromising resource productivity
Implemented Unified Agent Desktop to give agents toolbar access to performance stats, call transfers and customizable real-time reports
Results
Improved agent satisfaction and performance
Delivered a service level unmatched by competitors
Enabled the customer to envision growth on the horizon
“[Aspect's] breadth of experience with Microsoft technologies and how their own leading contact center applications could work on top of that... is what really enabled us to bring our vision of a connected enterprise to reality.”
Business goals
Improve customer service and collection operations
Extend the value of UC investments
Maximize issue resolution for increasingly complex contact center interactions
One Aspect customer that is better meeting the demands of today’s consumer is HarborOne, the largest state-chartered community credit union in New England. HarborOne wanted to enable agents with easy access to enterprise experts using presence and IM, while being sensitive to the fact that employees outside the contact center are not surrogate customer service representatives.
To achieve this objective, HarborOne implemented Aspect’s Seamless Customer Service unified communications (UC) application for the contact center, powered by Aspect® Unified IP®, which unites inbound routing and voice portal capabilities. By working with the HarborOne IT team to integrate the application with its existing Microsoft Lync platform, Aspect Professional Services enabled agents to reach out to experts across the enterprise – from brand managers to executives – for help with more complex interactions.
With Seamless Customer Service capabilities, agents can now:
Readily engage expertise from outside the contact center when additional knowledge or skills are required
Determine the best expert for their customers’ needs based on subject matter, time of day, day of week or how many calls a given expert had already handled
Aspect’s next-generation Unified Agent Desktop with fully integrated unified communications capabilities, empowers agents to:
Access IM, presence information and collaboration capabilities
Handle non-contact center calls as needed through Microsoft Lync and the same unified desktop
Use the agent toolbar to see their own performance statistics, transfer a call to another available agent and customize real-time reports
And with voice capabilities fully deployed, Aspect Professional Services has helped HarborOne implement customer-facing and IM capabilities to service customers in new ways, expanding their choices and enhancing their experiences.
HarborOne has also gained the ability to track each customer interaction – with or without an expert involved – from start to finish and can see more data than ever before with the system’s in-depth reporting capabilities. With Aspect’s Unified Command and Control® Real-Time Reporting capabilities, collection and delivery of key performance data equips HarborOne to make better decisions that increase performance and profitability, reduce costs and improve customer satisfaction.
The complete HarborOne case study is available on aspect.com:
Wayne Dunn, SVP/CTO, HarborOne Credit Union

10. Golfbreaks.com Solution Results Business goals
Meeting the Demands of Today’s Consumer – Cost Effectively
Golfbreaks.com
Tightly integrated Aspect and Microsoft platforms to improve customer service quality
Solution
Implement Aspect® Unified IP® 7.1 and workforce optimization applications, integrated with Microsoft Lync and Microsoft Dynamics CRM supplied by Dell
Integrate customer relationship management (CRM), web chat, voice calls and into one streamlined system
Results
Completed voice implementation in 8 weeks – within budget and ahead of schedule
Extended operating hours by 30% without adding headcount
Opened additional communication channels such as Web chat, and SMS within a single system
“We expect to see a quick return on investment… benefits [include] reduced average call handling times, which naturally brings down the cost per interaction, especially when combined with cheaper channels such as .”
Business goals
Become the de facto supplier of golfing holidays
Provide flexible, intelligent engagement opportunities to customers
Make better use of Enterprise 2.0 investments in CRM and unified communications to improve service and contact center efficiency
With a worldwide market of $17 billion, golf tourism is growing in popularity among people of all nationalities and ages, causing it to become a competitive playground for tour operators. This trend has been both a boon and a challenge to one Europe’s industry leaders, Golfbreaks.com.
While the specialist tour operator is experiencing a period of rapid and long-term growth, its previous communications IT infrastructure was unable to fully support its business goals. Customer service is a key reason for the steady increase in Golfbreaks.com bookings, but a lack of channel integration has strained the ability of agents and systems to keep up with the demand. As a result, interaction time had increased.
Golfbreaks.com selected Aspect to transform its customer service operation to:
Provide a flexible customer contact infrastructure that allows the company to develop the way it interacts with its customers
Meet increasing demand and improve the booking process for customers, without increasing headcount
Aspect is helping Golfbreaks.com integrate its customer relationship management (CRM) system, Web chat, voice calls and into one streamlined system. Through a collaboration between partners Aspect and Dell, the company is implementing Aspect® Unified IP® 7 and workforce optimization applications at the Windsor-based contact center, integrated with Microsoft Lync and Microsoft Dynamics CRM, supplied by Dell. The tight integration between the Aspect and Microsoft Lync, Microsoft Dynamics CRM platforms supports improved customer service quality, easier management and a better user experience. Aspect's voice technology has already gone live at Golfbreaks.com, with CRM, Web chat, , call recording and blended interaction for agents handling multiple channels due to launch later this summer. Working with Dell's project team on site, Aspect will integrate its multi-media applications into Microsoft Lync and Microsoft Dynamics CRM, underpinned by Dell's servers and operating system. Aspect has also provided Golfbreaks.com with a software developer's kit and full training in Payment Card Industry (PCI) compliance, including call recording, for secure handling of customer credit card details. The project timeline for voice implementation was 12 weeks, but the teams completed full voice integration within 8.5 weeks and well within budget. This is a testament to both the Aspect and Dell teams – as well as the professionalism of Golfbreaks.com in putting the system into operational service.
Steve Hemsworth, Director, Golfbreaks.com

11. I.C.E. Solution Results Business goals
Meeting the Demands of Today’s Consumer – Cost Effectively
I.C.E.
Using Aspect Workforce Management capabilities to help realize millions in savings
Solution
Created better staffing plans using Aspect® Workforce Management forecast scenarios
Measured and tracked adherence and performance in real time
Empowered agents through instant access to self-assessment metrics such as adherence, KPIs and coaching forms
Results
Saved $2.5 million in the first year through greater productivity
Improved call handling by 25% using 5% less labor
Increased schedule compliance from 78% to 93%
Boosted revenue by 22%
“Aspect® Workforce Management helped us… leverage the data and metrics generated to make informed decisions, and we’ve seen immediate results ever since implementation.”
Business goals
Maximize the contact center’s revenue-generating potential
Reduce understaffing, overstaffing and overtime costs
Create a more empowering environment for agents
International Cruise & Excursions, Inc. (ICE) is a private cruise and vacation club affiliated with the world’s leading cruise lines, 650 luxury resorts and international tour and travel providers.
Challenge
A few years ago, ICE began to recognize it lacked the necessary tools and processes to measure and effectively manage its pool of 550 agents allocated across three contact centers.
The company’s contact center staff had been using Excel spreadsheets to schedule agents, who are the primary drivers of the company’s sales. Determined to find a robust workforce management tool and implement a solid optimization strategy to achieve higher closing percentages and average margin sales, ICE embarked on a key initiative. The goal was to ensure optimal performance and maximize the contact center’s revenue-generating potential.
Solution
ICE decided to implement workforce management capabilities from Aspect to forecast and schedule agents, and leveraged Aspect’s Real-Time Adherence module to track adherence and learn how agents are performing against targeted goals. The Aspect Workforce Management–Analyze enhancement package, a pre-packaged performance management feature, completed the optimization strategy with a coaching form, dashboards and out-of-the-box key performance indicators (KPIs).
Results
Aspect® Workforce Management helps ICE forecast the level of resources that will be required in the contact center on an intraday basis. The system is also used to test various “what-if” schedule and staffing scenarios and then execute schedules to the forecast.
This workforce management functionality has made it possible for ICE to:
Predict the staff required to manage both incoming and outgoing calls throughout the day, with a much greater degree of accuracy
Reduce under- and over-staffing and eliminate of overtime costs
With Real-Time Adherence, ICE has been able to first measure adherence and then track it on a real-time basis. This insight gives both contact center supervisors
and agents:
Near instant feedback on how they are performing against targets
Performance-based bonus and incentive programs that revolve around adherence improvements
- Supervisor bonuses are tied to their team’s schedule compliance average
- Agents are rewarded with specific incentives for reaching their targets
Aspect Workforce Management is also making an impact on how managers view agent performance and take action. The performance management functionality of the Aspect® The Workforce Management–Analyze enhancement package provides ICE with coaching forms, dashboards and out-of-the-box key performance indicators (KPIs). The dashboards help the company:
Deliver all KPIs right to the agent desktop for improved efficiency
Enable agents to directly view their own scorecards, without depending on supervisor data manipulation and communication
As a result, ICE can closely track schedule adherence, and when combined with targeted incentive programs, the company is seeing schedule adherence of up to 93%, a significant improvement from the 78% it was tracking prior to the workforce management initiative. As a result of improved performance, ICE is benefiting from reduced head count and labor costs. Agents are empowered to perform better and achieve higher commissions, resulting in an increase in job satisfaction and a 5% decline in agent attrition.
The improved productivity translates into a cost savings of approximately $2.5 million dollars a year. ICE’s initial investment in Aspect Workforce Management repaid itself within just four months and the company’s first-quarter vacation sales revenue improved by 22% compared to the previous year. For ICE, improved performance in the contact center equals improved revenue generation.
More information about the International Cruise and Excursions solution is available on aspect.com:
Adelina Petrov, Director, Sales and Operations Analysis, International Cruise & Excursions, Inc.

12. CatalystRx Results Solution Business goals
Meeting the Demands of Today’s Consumer – Cost Effectively
CatalystRx
Deploying Aspect Workforce Management to improve front and back office operations and customer service
Results
Improved fulfillment productivity by 35%
Cut calls to the supervisor hotline in half
Drastically reduced order processing time from to 2.1 days
Increased authorizations processed from 6-8 to per hour
Solution
Empowered comprehensive resource planning for a multi-skill workforce
Enabled insight into the fulfillment process through desktop monitoring
Implemented performance-aware self-service scheduling
Allowed real-time adherence to plan tracking
Business goals
Better understand resource use and performance of contact center and fulfillment staff
Reduce business disruptions caused by staffing levels
Free management from administrative tasks to allow for strategic thinking
To more than 18 million members across the United States and Puerto Rico, Catalyst Rx is a full-service benefits management company, helping them balance pharmacy costs with quality of care. To Aspect, it is also a customer success story in workforce optimization, and more specifically optimizing the back office.
Challenge
The Catalyst Rx Care Center responds to inbound and outbound member, pharmacy and physician calls and back-office processing (mail order and prior authorizations) – while operating 24/7 year round. When the company experienced inefficiencies that threatened customer service goals, Aspect technologies were employed to improve processes at the frontline as well as in the back office.
Issues included:
Limited visibility into agent monitoring for inbound calls, outbound calls and back office functions
Lack of opportunity for frontline managers mired in administrative tasks to focus on strategy
Scheduling inefficiencies – all were at full-time schedules with no NCO (number of calls offered) or AHT (average handle times) updates
Dual ACDs and limited capabilities with inbound real-time views
Inability to capture back office workload and agent performance
The back-office staff of 150 employees, including remote workers, handled tasks that were escalated from the main contact center, but the main contact center had no way of knowing the availability of any of these employees.
Supervisors were constantly on the phone routing calls, and during busy months, they were getting as many as 14,000 calls through the agent hotline due to back office issues. Under these circumstances, productivity of back office staff suffered – it was about half of what was expected. And there was no way of tracking or auditing the work of individuals.
Solution
Catalyst Rx needed better visibility into the activity of the back office, and it needed to improve productivity and cut down on the number of calls to the agent hotline.
Aspect recommended that Catalyst Rx integrate rich presence into workforce management reporting to give supervisors an at-a-glance view of back office staff availability. The system could detect the activity of remote workers in real time, from mouse movements and keystrokes to phone calls, and feed this information into workforce productivity reports through Aspect® Workforce Management.
Agents in the main contact centers could easily see whether a back-office employee was available, so they had no need to involve a supervisor. In addition, some questions could be answered quickly via instant message in a fraction of the time it would have taken to pick up the phone.
Aspect’s solution prescribed the following technology remedy:
Re-configure workforce management to mirror a multi-skill environment
Deploy the Real-Time Adherence tool at all sites
Install, train and deliver eSchedule Planner from Aspect Workforce Management-Empower to call center staff
Install the “presence” feature for desktop activity monitoring
Implement a new data feed for Performance Worksheet (back office workload)
Results
Overall, communication increased between the front office agents and the back office employees. Productivity increased in the back office. And supervisors began to see a steady decrease in the number of calls to the agent hotline as the staff relied on each other for answers more and more.
The metrics behind the data of this particular case study showed:
35% increase in fulfillment productivity
50% decrease in calls to the supervisor hotline
Sharp decline in order processing time – from nearly four days to just over two days
50% jump in the number of authorizations processed by hour

13. Asian Paints Results Business goals Solution
Meeting the Demands of Today’s Consumer – Cost Effectively
Asian Paints
Adopted a unified solution to collaborate with dealers and help them meet their customers’ demands
Results
More than 75% of business is now conducted through the contact center
40% drop in average handle time
40% reduction in staff
95% of calls answered within 15 seconds
80% boost in dealer satisfaction
“We needed a little bit of everything, improved quality interactions, dealer interaction and high operational efficiency. With Aspect every piece fell into place smoothly.”
Solution
Implemented Aspect Unified IP to set up a next-generation dealer management system
Integrated Aspect Unified IP with Asian Paints’ web-based interface technology, SMS helpline, fax and SAP Business Warehouse
Built process re-engineering and standardization mechanisms for dealers
Business goals
Create a robust, easily accessible support structure for the key go-to-market channel
Empower 25,000 dealers to meet consumer demands for more differentiated, faster service
Enable a dispersed, 500-person sales force to better serve a large, diverse dealer network
Challenge
The largest paint company in India, Asian Paints sells their products through a large dealer network of more than 25,000 members who are the face – and the experience – of Asian Paints for the end-customer. This network is a key go-to-market channel that Asian Paints wants to nurture, grow and fully support.
Asian Paints has a dispersed sales force that works with dealers on resolving inquiries, resolving disputes, and ensuring dealers understand current offers and products. With rapidly evolving consumer demands came rising dealer expectations for more responsive and consistent service. Asia Paints needed to ensure it had the right structure in place to enable the dealers to support those end-customers in a way that set them apart from competitive brands.
Solution
After conducting market research, the company decided to implement Aspect Unified IP as the foundation for their next-generation customer contact solution. With inbound, outbound, voice portal, Internet contact, workflow management, multichannel recording and quality management capabilities, Aspect Unified IP met Asian Paints’ criteria.
Asian Paints was able to not only resolve incoming issues faster, it was able to leverage proactive contact to anticipate and prepare their dealer network with the right information even before the right time. At the same time, Asian Paints was able to capture and better understand the interactions – and they were able to apply that insight to improve on each one.
Results
Over 75% of the business is now conducted through Asian Paint’s contact center – making it a mission-critical piece of the business. As a result of deploying Aspect, agents have a 360-degree view of dealers and dealer histories before calls are taken.
The company has seen:
40% drop in average handle time accompanied by a 40% reduction in staff
95% of calls picked up with 15 seconds while the service window increased by 33%
The net result of these changes is a network of dealers whose satisfaction with Asian Paints’ service increased by 80%. With Aspect, Asian Paints has met their goal of strengthening dealer relationships – helping to create a passion for doing business that dealers would take to their customers.
Asian Paints saw a well connected and collaborative organization that’s in line with the demands of its dealers and end-customers.
For more information about the Asian Paints solution, download the case study on aspect.com:
Deepak Bhosale, Chief Manager, Systems Asian Paints Limited

14. Energizer Solution Results Business goals
Meeting the Demands of Today’s Consumer – Cost Effectively
Energizer
Battery Giant Brings New Energy to Web Sites for Increased Customer Engagement
Results
Higher degree of customer interaction and engagement
Better web search capabilities
Support of progressive brand revamp
Easier content management
“Thanks to SharePoint Server 2010, our Web sites’ dynamic functionality will match, and even enhance, the level of excitement for our brand’s new visual identity…we have so many options for engaging consumers with a more interactive and dynamic experience.”
Solution
Upgraded main Web site and three microsites to Microsoft SharePoint Server 2010 for Internet sites
Identified and incorporated new features into the sites, such as keywords, metadata, and tag clouds for most popular information
Provided navigation by topic to look for content
Business goals
Design a new visual identity to better reflect the company’s innovation platform
Continue to communicate its fun, irreverent personality and maintain the prominence of the company’s icon, the Energizer Bunny®
Promote greater levels of interaction with consumers and to incorporate more rich media
Business Needs
Energizer Holdings, Inc., headquartered in St. Louis, Missouri, is one of the world’s largest manufacturers of primary batteries, portable battery-powered devices, and portable flashlights and lanterns. To communicate with consumers, Energizer relies on its primary Web site ( as well as microsites that it gears toward specific products and promotions. Consumers may visit the sites to find out more about a particular hearing aid battery, to download and print special coupons, and so on.
In 2009, Energizer set out to design a new visual identity to better reflect the company’s innovation platform as well as to continue to communicate its fun, irreverent personality and maintain the prominence of the company’s icon, the Energizer Bunny®. The company’s Web sites were to play a key role in the rebranding effort. “In addition to being infused with the new look and feel, our Web sites needed to deliver innovative functionality that mirrored our updated branding,” says Karen Presnell, Assistant Brand Manager for Energizer. “For instance, we wanted them to promote greater levels of interaction with our consumers and to incorporate more rich media.”
Energizer also sought to improve management of its sites for the company’s employees. “We always look to save time and money, and we thought we could achieve efficiencies in terms of content management, especially on these content-heavy sites that need updating so often,” says Presnell.
Solution
Energizer had successfully used Microsoft Office SharePoint Server 2007 for its Web sites for several years, so when the opportunity arose to become an early adopter of Microsoft SharePoint Server 2010, the company jumped to take advantage of it. In January 2010, Energizer brought in Aspect—a Microsoft Gold Certified Partner—to upgrade its main Web site and three microsites to Microsoft SharePoint Server 2010 for Internet Sites.
Aspect worked with Energizer to identify and incorporate new features into the sites, such as keywords, metadata, and tag clouds for most popular information, all of which help consumers find relevant information more quickly. Energizer also plans to make it possible for consumers to navigate by topic to look for content.
Benefits
Energizer believes that its Web sites’ enhanced capabilities, in concert with their new look and feel, will bring next-generation usability to its Web presence for an even better user experience.
“By upgrading to SharePoint Server 2010, we’re offering our consumers a more engaging experience and saving them valuable time because they’ll be able to more quickly and easily find the information that they need,” says Presnell. For Energizer, the benefits of SharePoint Server 2010 include:
 Higher degree of interaction. Energizer is moving along a path to greater consumer engagement through its improved Web sites. The company is even considering the possibility of adding user-generated
content in the future. “With SharePoint Server 2010, we have so many options for engaging consumers with a more dynamic and interactive experience,” says Presnell.
 Easier content management. Because managing content will be so straightforward for those who need to regularly update the sites, Energizer anticipates that those employees will be more efficient and the sites’ content more current. “Our content managers will be able to post even more up-to-date content in less time,” says Presnell. “We are striving to keep our content fresh and engaging so that our consumers interact with our brand more frequently on our site.”
 Better search capabilities. The flexibility that Energizer is building into its search functionality and site navigation will have a positive impact on consumers, who will be able to find what they are looking for in less time. “We’re making the most of SharePoint Server 2010 metadata and users’ ability to filter search results,” says Presnell. “Metadata, keywords, and navigating by topic all make it easy and appealing for consumers to turn to our sites for information.”
 Support for progressive image. Upgrading to SharePoint Server 2010 to support the launch of its new brand image will help promote Energizer as an innovative, forward-thinking company. “Thanks to SharePoint Server 2010, our Web sites’ dynamic functionality will match, and even enhance, the level of excitement for our brand’s new visual identity,” says Presnell.
Full case study available on aspect.com:
Karen Presnell, Assistant Brand Manager, Energizer

15. 1,000+ worldwide patents and patents pending
Aspect helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel
3,000 customers
in 50 countries
The Aspect Difference We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences.
1,900 employees
in 20 countries
Aspect helps builds customer-company relationships around the world and around the clock through:
Approximately 1,900 employees and 130 partners worldwide; and
3,000+ clients in more than 50 countries.
More important than numbers is the quality they consistently represent. Customer solutions and success stories are built on our continuing investment in the quality of both our people and the technology and solutions they develop and deliver:
More than 1,000 patents and patents pending
13 Microsoft Gold and Silver competencies earned, including… - Portals and Collaboration - Digital Marketing - Customer Relationship Management - Unified Communications - Content Management - Search - Business Intelligence - Web Development - Data Platform - Application Integration - Software Development - Midmarket Solution Provider - Learning
10% of revenue invested in research and development each year
10% of revenue
invested in R&D annually
certified
in 14 Microsoft® competencies
©2012 Aspect Software, Inc. All rights reserved.

16. Supporting Millions of Customer Experiences Every Day
Aspect powers…
1.5 Million Agents Worldwide
Two-Thirds of the Global Fortune 100
125 Million Daily Interactions
83%
of the Fortune 100
Aspect is a trusted customer experience advisor, a proactive business process expert and a responsive technology supplier to leading client companies worldwide – in every industry.
Almost four decades of insight are built into Aspect customer contact solutions that…
Support an estimated 1.5 million agent seats and manage more than 125 million customer interactions every day. 16
©2012 Aspect Software, Inc. All rights reserved.

17. 40 Years of Industry Innovation
2007
First SIP
Interoperability Guarantee
2009
Unified Communications
Applications for the
Contact Center
1996
First Unified
Architecture
1980
First WFM
2000
Synchronized
Performance
Optimization
2008
Aspect | Microsoft
Strategic Alliance
1981
First Dialer
2012
Aspect Applications
Foundation
1973
First ACD
Aspect’s history of investing a wealth of industry experience and fresh insights in innovative technology and solutions continues to produce a solid return… for our customers, our company and the industry.
These technology “firsts” brought to the contact center industry over the past four decades have transformed the way companies interact with their customers. Key among these highlights are:
1973: First intelligent call center automatic call distributor (ACD) developed for Continental Airlines , which fundamentally changed their business model for customer communications
Next in ACD innovation was the use of computer telephony integration (CTI) to support new business processes, revolutionizing call center efficiency
1996: First unified contact center platform, which moved the industry beyond Aspect's own technology breakthroughs to create a game-changing approach to customer-interaction technology
2009: First unified communications applications brought to market, with the vision of helping companies leverage these technologies to engage enterprise workers in customer interaction across channels – and create a breakthrough in customer experience management
Most recently Aspect has become the first company to enhance its offerings with next-generation customer contact applications and IT services for business process, knowledge sharing, and workflow transformation. This is the next logical step in a continuing mission to equip companies to better compete and succeed as a next-generation enterprise – in a marketplace greatly altered by Web 2.0 tools, real-time communications and the demands of Consumer 2.0.

18. Perennial Market Leader
Aspect continues to set new quality benchmarks
Annually recognized as a leader in the contact center infrastructure market since 2001
Ranked #1 in global market share for workforce management systems since 2006
Industry analysts and independent reviewers consistently acknowledge Aspect’s leadership position in the contact center industry – for both the market and technology performance of its interaction management and workforce optimization solutions.
Gartner – According to Gartner, leaders are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products. They are well-positioned with their current product portfolio and likely to continue delivering leading products.
Most recent – 2012: Gartner “Magic Quadrant for Contact Center Infrastructure, Worldwide” by D. Kraus, S. Blood, G. Johnson, March 2012
Pelorus Associates – In their 2011 World Contact Center Workforce Management Systems Market report, Pelorus identified that Aspect owns 29.7% of the global workforce management market, and leads the North American market with a 37.7% share. A senior consultant for the organization commented that Aspect now offers the most diverse set of solutions in the contact center industry. As the workforce management market continues to grow, Pelorus anticipates Aspect will maintain the market leadership position.
Most recent – Pelorus Associates, 2011 World Contact Center Workforce Management Systems Market report
Miercom – Aspect® Unified IP® 7 was awarded the “Performance Verified” validation based on Miercom’s independent lab testing. Results established that Aspect’s customer contact architecture performed predictably for various failure scenarios that included network outages, failure of a virtual machine, and a power outage of physical hosts containing multiple virtual components. Miercom concluded that Unified IP 7 is a robust and resilient contact center solution that lives up to industry expectations.
Miercom, Inc., “Performance Verified” certification based on Miercom’s independent lab testing, 2011
CRM Magazine – This industry publication named Aspect 2013 Service Leader for Workforce Optimization Suite. Aspect's workforce management optimization suite has been designated as leader for a sixth consecutive year in the CRM Magazine 2013 Service Leader Awards. Awards were determined from detailed analyst reviews across several analyst organizations, customer satisfaction, revenue and other factors.
Most recent – CRM Magazine, 2013 Service Leader Awards, March 2013
Earned Performance Verified certification for contact center architecture in 2011
Annually recognized as a CRM Magazine leader in workforce optimization since 2008

19. Localized for Diverse Geographic Needs
Aspect operates facilities conveniently located around the globe to best meet your next-generation customer contact needs – specific to one or more geographies. 
©2012 Aspect Software, Inc. All rights reserved.

20. Stay in the conversation even as consumers take control of it.