2012 is the Year Lync Will Enjoy Widespread Adoption
by Mike Butts on December 12th, 2011
This time of year calls for reflection and looking ahead to the New Year. In my last blog, I took time to wish Microsoft Lync a happy first birthday by reviewing the key Microsoft Lync developments that occurred over the past 12 months. And now it’s time to look forward.
So in keeping with holiday tradition, I want to make one prediction for 2012. The next twelve months will be the time when shrewd CIOs from organizations of all sizes, shapes, and across nearly all industries begin seriously considering adding Microsoft unified communications (UC) to their organization.
In reality, all CIOs should have been thinking unified communications before now. The Microsoft Lync unified communications platform grew at a 25 percent clip this year, and Microsoft executives are projecting this product platform to follow SharePoint as their next billion-dollar business.
So what changed this past year that should spur CIOs into action in 2012? I can pinpoint five primary drivers:
- Industry recognition for the value it delivers. Microsoft Lync is generating excellent reviews from the analyst community from firms such as Gartner, who recently placed Lync into the leadership ranking within their Magic Quadrant for Unified Communications, surpassing incumbent UC vendors such as Avaya and Cisco. Savvy CIOs are starting to prepare their infrastructures for the Microsoft IP-based system so their organizations can reap significant cost and productivity benefits.
- Hard savings that fall directly to the bottom line. The opportunity to generate extreme cost savings is simply too tempting to pass. Aspect, using the Microsoft Lync platform, is saving more than $2 million dollars per year on external conferencing, eliminating T1 lines for local and long-distance calling, PBX maintenance, and reduced mobile phone charges. If your company’s experience is anything like Aspect’s, you’ll be able to recoup your investment within nine months.
- Evolving employee work preferences—While the potential cost savings are staggering, there are significant productivity, communication, collaboration, and cultural improvements to be reaped as well. Employees are changing and becoming more mobile: they want to feel valued, focused, and connected in a manner that empowers them to collaborate with coworkers, customers, vendors, and partners to solve business challenges and get work done. Microsoft Lync provides a single client interface that connects your organization using IM, presence, video and Web conferencing, and enterprise voice across a wide variety of platforms (laptops, tablets, smartphones, Xbox, etc). This functionality fundamentally changes how employees collaborate to achieve business objectives.
- Microsoft-Skype deal—The recently closed Microsoft-Skype deal will revolutionize the unified communications industry within a short time frame. Personally, I am keenly interested in seeing how Microsoft integrates Skype into their product stack with particular emphasis on Lync, Windows Phone, and Xbox. Skype brings Microsoft more than 170 million users that use Skype technology for their voice and video calls on a monthly basis. Integrating Skype across the Microsoft product platform should allow Microsoft to dominate the consumer and B2B voice and video market for years to come. No other vendor will be able to touch Microsoft.
- Contact center potential—Unified communications in the contact center is an untapped opportunity to generate productivity gains and use customer experience as a key competitive differentiator. There are an estimated eight million contact center agents across the globe that would relish using Lync’s many capabilities such as IM, presence, screen sharing, video conferencing, and more to resolve customer service demands during the first interaction. Aspect’s contact center solutions built for Lync provide a natural “plug-in” into unified communications deployments for any size contact center operation ranging from multisite, mission-critical operations to internal help desks. Adding a UC-based contact center solution to your UC strategy is many times a no-brainer that allows you to make the most of your Microsoft technology investment.
Attention CIOs. This is your time (and opportunity) to put your mark on your organization, build your career, and maybe even increase your bonus at this time next year. The path forward is simple. The time is now to deploy a Microsoft unified communications strategy to generate considerable costs savings, organizational productivity, and use customer contact as a key differentiator.
Til next time.
Happy Holidays and best wishes for a healthy and productive 2012.
Why Expertise Matters
by Chris O'Brien on December 7th, 2011
In a field driven by ongoing advancement such as the contact center, clients should expect in-depth knowledge of the full range of their needs and customers’ expectations, as well as a first-hand familiarity with network architecture and design, technology implementation, and user adoption experience.
So while relative newcomers pride themselves on applications “built from the ground up,” one should be cautious about employing a solution that is a mile wide but an inch deep. Look for factors such as complex, accurate reporting, seamless UC integration with other enterprise-standard software applications, and extensive workforce optimization functions.
Ask yourself:
How in-depth are its capabilities?
Look beneath the surface. While different providers may call applications by similar names, those with more feature-rich capabilities are measurably superior. The absence of key features can translate to comparable inefficiencies, resulting in lost revenue and productivity.
How in-depth are its Workforce Optimization (WFO) products?
Solutions that offer only limited, proprietary versions of WFO software are not considered best-of-breed. Aspect’s WFO offerings incorporate a broad range of capabilities encompassing recording and quality management, workforce management, and performance management.
Does it integrate with other applications?
As a key strategic partner of Microsoft, Aspect provides seamless, UC integration with enterprise-standard Microsoft applications, such as Sharepoint and Exchange, that most other providers can’t match.
Does it offer a complete, unified solution?
Some providers offer only CCI or WFO components, requiring additional contracts with third-party vendors to deliver everything your contact center needs. This approach can add cost, maintenance, and IT complexity. Aspect applications are fully unified through a single platform for managing all contact center and workforce operations.
This last point is particularly key, as leading industry analysts at Gartner noted in their report “Business Benefits Drive the Alignment Between Contact Center Infrastructure and Workforce Optimization Software,” by Jim Davies and Drew Kraus (14 July 2011.)
According to Gartner:
[O]rganizations can reduce their operational costs and increase business value by turning to their contact center infrastructure vendors for viable workforce optimization software.
We invite you to review a copy of the full report through the month of December at no cost. To download your copy, simply complete a one-time registration for immediate access.
Knowledge, experience, and expertise are not just industry buzzwords. These are factors that make a difference in the real world of customer contact and customer experience. You can help ensure the success of your contact center by selecting a vendor with the proven expertise to deliver a top-tier, next-generation solution.
Happy birthday, Microsoft Lync—A look back at key developments over the past year
by Mike Butts on November 17th, 2011
Exactly one year ago today, Microsoft assembled analysts, strategic partners (including Aspect), and the media to attend its formal launch event in New York City, where executives unveiled the company’s newest unified communications technology known as Lync.
I have to admit that one of my more unique memories is receiving an email communication from Microsoft in September 2010 saying that it was changing the product name from Office Communications Server to Lync, since the combination of “link” and “sync” captures the desire that people have for a truly integrated communications experience. At first blush, I had concerns on how effective this name would be, but it seems to have caught on with the media, analysts, partners, and, most important, potential customers.
In honor of Microsoft Lync’s first birthday; let’s revisit significant events and news from the past 12 months (in no particular order).
- Microsoft acquires Skype for $8.5 billion. The business objectives of Microsoft and Skype are highly complementary and no doubt will accelerate Lync’s market adoption. Skype brings its customer base, products, and reach to Microsoft, while Lync offers Skype the full range of enterprise-class communications capabilities.
- The buzz at Microsoft Worldwide Partner Conference. There was an unmistakable Lync buzz surrounding every main stage, roundtable, or breakout presentation I attended. The growing momentum inside Microsoft and throughout their partner community is unstoppable, leading Jon Roskill (Microsoft’s corporate vice president, worldwide partner group), to proclaim that Lync will become the company’s next billion-dollar business following the same aggressive growth pattern of another successful Microsoft technology, SharePoint.
- Aspect deploys Microsoft Lync to global workforce within five weeks of release. Aspect deployed Lync to 100 percent of our worldwide employees within five weeks of the software being available from Microsoft. The end result is that nearly 1,900 employees in 20-plus office locations and in over 13 countries use Lync on a daily basis. I seriously doubt that any company deployed Lync on a global scale faster and more successfully than Aspect did. Our employees simply cannot function (or live) without Lync.
- Rave reviews from the analyst community. Gartner recently placed Microsoft Lync into the leadership ranking within their Magic Quadrant for Unified Communications, outpacing traditional vendors such as Cisco, Siemens, Avaya and Alcatel-Lucent. Miercom, an independent and industry respected research firm that specializes in communications-related product testing and analysis, released a detailed study finding that “Microsoft Lync 2010 is a resilient, scalable, feature rich unified communications system. Microsoft Lync should be in a short list of top three to consider for enterprises communications infrastructure upgrades.”
- Aspect releases contact center solutions built for Lync – A Microsoft Lync product manager relayed to me at the aforementioned Microsoft Worldwide Partner Conference that “four of every five unified communications deployments contain contact center requirements.” Aspect Unified IP, a large-scale, mission-critical contact center solution, was released in January 2011 and Aspect Contact, a Lync-based contact center solution for up to 100 agent seats, was released in May 2011. These two solutions allow companies to make the most of their Microsoft technology investment, no matter the size or scope of their contact center, while forming the foundation for Aspect’s strategic alliance with Microsoft.
Of course, no list is without controversy, and I expect this list to be no different. What Lync events or news will you remember most?
What am I looking forward to in 2012? Accessing Lync on my Windows Phone 7 device and attending Lync video conferences through my Xbox Kinect. I may never have to leave my house again. Better yet, I wonder if we can get the Aspect executive team to play a little Rock Band prior to board meetings.
Til next time. Thanks for reading.
How a high-performing contact center directly supports business strategy
by Doug Whitaker on November 7th, 2011
I serve as the director of sales for Aspect Workforce Optimization, and from this vantage point it’s been interesting to see how the role of the contact center has evolved over the past decade. For instance, the notion that contact centers should focus primarily on cost cutting and saving money is an outdated concept.
Instead, many companies have recognized the pivotal role that the contact center can play in nurturing customer relationships by providing better service. So while efficiency is important to organizations, Gartner’s survey of CEOs and senior business executives found that their priorities in the contact center reflect this evolution. Here are the top five responses:
• Retaining customers and enhancing existing relationships
• Maintaining competitive advantage
• Attracting new customers
• Attracting and retaining skilled workers/talent
• Reducing costs via better efficiency
Clearly, companies understand that better service can both increase revenue and be a competitive differentiator. Based on the last two priorities, survey respondents also acknowledge the importance of an efficient, productive workforce to a successful contact center operation.
Setting priorities is one thing; enabling the contact center with the right tools and capabilities to achieve them is another. One challenge is that consumers have rapidly adopted new communication channels such as text messaging, e-mail, and social media, forcing contact centers to become more nimble and responsive. In addition, instant access to online information has increased consumer expectations for what the contact center should be able to deliver.
As a result, contact centers must adopt strategies to improve agent productivity and resource allocation. Fortunately, platforms and software can empower contact centers by delivering critical functionality in three key areas:
Driving effective interactions. The bottom line is that every customer interaction needs to be successful. With access to the right information and experts, contact centers can dramatically increase first-contact resolution, sales, promises to pay, and customer satisfaction and loyalty.
Controlling personnel costs. Through better resource management, the contact center can reduce overstaffing, improve contact handle time, and increase employee adherence to scheduling.
Enabling dynamic decision making. When a contact center has the ability to recognize business patterns proactively, it can resolve issues before they become major problems. And by consolidating vital business information into a single view, agents can gauge progress in attaining goals.
When a contact center performs well across these three areas, it becomes more effective and more efficient—and can directly boost revenues and profits.
October blog recap
by Chris O'Brien on November 3rd, 2011
As the year draws to a close, businesses are beginning to focus on their strategy for 2012 as well as the tools and resources they need to achieve their goals. The contact center is taking on added importance: in progressive companies, it’s the nexus for customer service, sales, and marketing. With the right functionality, the contact center can also provide valuable insight into emerging customer trends.
In October, Aspect’s experts weighed in a number of topics
Compliance should be on the minds of business leaders: In a recent survey of U.K. contact centers, 89 percent of respondents indicated that they didn’t understand the Payment Card Industry Data Security Standard (PCI-DSS) requirements or penalties. In “Ensuring compliance in contact center operations,” Mike Sheridan discussed pending legislation in the United Kingdom and the United States and what companies can do to prepare for it.
Similarly, Lynne Levy notes how technology, such as the widespread adoption of cell phones, is outstripping current regulations that govern the contact center. For insight into what companies can do to ensure they don’t get caught on the wrong side, read “What contact centers need to know to stay compliant.”
Companies are constantly collecting data on customers through contact center interactions, but often this information collects dust instead of being put to use. In “Doing more with less: Performance metrics in the contact center,” Jane Hendricks shows how companies can use data analytics to boost contact center performance and improve customer service outcomes.
Other highlights you might have missed
On November 9, Aspect offers a webinar featuring Forrester’s Kate Leggett, who will share insight on customer contact in “Forrester Viewpoint: Business 2.0 Imperatives for Consumer Engagement.” Be sure to sign up now to reserve your slot.
For a limited time, get two free Gartner research reports―Magic Quadrant for Contact Center Infrastructure, Worldwide and Business Benefits Drive the Alignment Between Contact Center Infrastructure and Workforce Optimization Software. Download these reports today for an overview of the contact center landscape.
If you have specific issues you would like Aspect’s leaders to address in future posts, share your comments with us. Thanks for reading.
Gartner® analyst research, courtesy of Aspect
by Chris O'Brien on October 6th, 2011
This month, many of the IT industry’s leaders will be meeting in Orlando, Florida, for several days of networking, collaboration, and innovation at Gartner Symposium/ITxpo 2011.
Representatives from Aspect will be on hand as well to talk with individuals in pre-scheduled one-on-one sessions and to showcase our next-generation contact center solutions at the Aspect booth.
At Aspect, we pride ourselves not just on the quality of our solutions and customer service but also on partnering with IT professionals to develop flexible, scalable platforms and applications necessary for growing a successful business. Your organization is at the forefront of Aspect’s mission: to help you meet the heightened expectations of today’s socially networked, information-empowered consumers. We succeed when you succeed.
To celebrate the spirit of thought-leadership, research, and innovation promoted by the Gartner Symposium/ITxpo, we are pleased to offer complementary reprints of two Gartner research documents, available for download for a limited time.
Magic Quadrant for Contact Center Infrastructure, Worldwide presents the analysts’ view of the contact center marketplace and breaks down factors that contribute to a provider’s position in the Magic Quadrant – such as the organization’s completeness of vision and ability to execute.
Business Benefits Drive the Alignment Between Contact Center Infrastructure and Workforce Optimization Software documents the workforce optimization (WFO) capabilities of all the major contact center infrastructure(CCI) vendors in Gartner’s Magic Quadrant for Contact Center Infrastructure, Worldwide. The provision of a single solution spanning CCI and WFO reduces the total cost of ownership and provides incremental business value not otherwise achievable with stand-alone solutions.
Our customers have reported significant cost savings one year following implementation of their Aspect contact center solution, including 20 to 30 percent lower annual maintenance costs.
Hopefully the ITxpo will offer us a chance to connect and discuss these possibilities in person!
Why companies are considering UC-based contact center solutions
by Mike Butts on September 29th, 2011
Microsoft’s unified communications technology, Microsoft Lync, is maturing and gaining excellent analyst and media reviews: it was recently recognized as a leader in Gartner’s Magic Quadrant. Microsoft’s senior executives were proclaiming at the recent Microsoft Worldwide Partner Conference (WPC) that Lync would be their next billion-dollar business, following the same aggressive growth pattern of SharePoint.
If these projections are accurate, many, many Microsoft-centric organizations will be deploying this technology within the next few years. It only makes sense if you think about it. Microsoft Lync naturally plugs into your existing Microsoft platforms including Outlook, SharePoint, Dynamics CRM, and others. And take it from someone who uses Lync on a daily basis, the user experience and stability are simply outstanding.
At WPC, a Microsoft Lync product manager shared that “four of every five unified communications deployments contain a contact center requirement.” It doesn’t matter whether this contact center requirement is for multi-thousand seat contact centers or a 20-seat local branch office, 80 percent of all of unified communications deployments need a contact center solution.
So why are many organizations looking to deploy Microsoft unified communications technology in their contact center and across the enterprise?
- Capitalizing before competition. Unified communications capabilities in the contact center is an emerging application that can create competitive differentiation for progressive companies. How long this window stays open is anyone’s guess, but I anticipate it will begin to close within the next 12-18 months. The time to start planning strategy is now.
- Replacing older technology maximizes cost savings. We’re finding that more and more companies are turning to Microsoft unified communications technology for their contact centers because they are frustrated with rising continual and functionality costs associated with updating their older PBX technology. The costs to continue doing business the same way are becoming cost-prohibitive.
- Increasing customer loyalty. Companies are increasing customer satisfaction, first-call resolution, and loyalty with UC-based contact center solutions that enable them to route and answer multichannel (traditional voice, IM, email, chat, etc.) service requests based on business rules that follow specific agent and/or customer criteria.
- Engaging enterprise subject matter experts. Some advanced UC-based customer contact solutions such as Aspect Unified IP and Aspect Contact leverage SharePoint portals to enable contact center agents to search for and engage enterprise subject matter experts when they are confronted with service requests that need escalation. (Best practice: many companies are starting to segment and schedule subject matter experts to ensure a resource is available when needed.)
- Empowering customer experience managers. A simplified administrator tool centralizes system administration across one or more systems while on-demand, real-time, and historical reports help contact center managers make more informed decisions to help drive agent productivity, efficiency, and cost savings.
- Working together. While I’m not sure this last point is a driver, it may be the most important piece of the puzzle. To design a unified deployment that maximizes organizational productivity and cost savings while creating competitive advantages, contact center and IT leaders must work together. No discussions about deploying a unified communications strategy should happen without IT and the contact center being joined at the hip, since the contact center is the spot where thousands and thousands (sometimes millions) of customer transactions and conversations occur on an annual basis
This is a fascinating time for unified communications with contact center functionality. The growth of unified communications will undoubtedly increase over the coming years, and it’s going to be interesting to watch which progressive companies grab market share and customer loyalty by adopting unified communications solutions in their contact centers.
Till next time.
Mike
The IT agenda: Staying ahead of expectations
by Chris O'Brien on September 22nd, 2011
As legacy systems age out of operation, the case for moving toward more open and non-proprietary systems has no doubt been made in your organization. CIOs and leaders across the enterprise are recognizing the functional necessity of maintaining a framework that is flexible, scalable, and capable of minimizing the cost of dependence.
Not every customer contact solution provider is on par with your long-term IT objectives, however. In fact, most offer proprietary, black-box contact center applications that fail to interface well with the existing enterprise stack.
Reducing Complexity
Aspect’s next-generation customer contact platform is a forward-facing, centrally administered solution that utilizes standard protocols so you can readily respond to business demands. Maintaining unified systems and processes can help you prevent disruptions to customer service that can translate into significant monetary loss, as well as harm to the corporate reputation.
But what about the high cost of inertia? The resource strain of maintaining diverse systems that operate in disconnected silos is an often-overlooked impediment to business agility and budgetary prudence.
Cutting costs
In actual customer cases, organizations have reported examples of the cost savings they experienced over the past year following implementation of their Aspect contact center solution. These included:
- 337% ROI within 1 year
- 15-25% lower infrastructure costs
- 20-30% lower telecommunication costs
- 10-20% lower IT overhead
- 20-30% lower annual maintenance costs
One of the themes of this year’s Gartner Symposium/ITxpo is taking charge of the IT leadership opportunities available in your organization to optimize performance, growth, and the ability to respond to customer’s changing needs and expectations.
Aspect will be on hand at the symposium to discuss our solution in depth. If you would like to schedule individual time with an Aspect expert, please submit this request.
Improving the way companies communicate internally and externally with their customers is an important objective for all organizations. This blog is focused on levaraging the collective knowledge withing Aspect.