ACE Online is the next evolution of the Aspect Customer Experience.

Wednesday, September 22, 2010

Our virtual event includes main room sessions and additional "in-the-trenches" breakout sessions with product management and your fellow peers. You'll be able to interact live with product managers in our solution showcase.

Live Events

10:00 a.m. EST	Welcome ASUGA and Aspect Leadership What has happened over the last year? What's to come? Join Aspect CEO Jim Foy, NorthShore University HealthSystem Senior Director Fran Horner and NCO Group AVP of Collections Melody Cespedes as they kick-off ACE Online and share their analysis and predictions of what's to come.
10:05 a.m. EST	The Future of Communications in a Customer 2.0 World Gary Barnett Today's consumers demand more from the companies they do business with. They expect higher levels of service and enhanced communications provided through more channels, and they have more outlets for voicing opinions about their experiences than ever before. Engaging in proactive conversations with those consumers to manage and deliver on their expectations will become critical to a company's ability to succeed. Learn how you can get the most out of your current platform today and in the future to address the next wave of customer interaction.
11:00 a.m. EST	Roundtable: Delivering Next-Generation Customer Contact Today Join an array of experts from a variety of industries as they discuss how they've been using a unified architecture to create a competitive differentiation for their organization. They'll discuss best practices they developed, as well as the specific features and functionality that are delivering the best results. And most importantly, learn how they are measuring the success of customer-company collaboration.
12:00 p.m. EST	Analyst Session: The Evolving Contact Center The contact center continues to evolve to address customers increasing demands as channels grow and opportunities through social media increase for customers to discuss their experiences interacting with companies. This presentation, featuring Gartner Vice President and Distinguished Analyst Bern Elliot, will look at the trends impacting the contact center and how organizations should be preparing for competitive success.
12:30 p.m. EST	Q&A With Aspect Facilitated by Mike Sheridan with Jim Foy, Kevin Schwartz, Andy Bezaitis Please join the Aspect executive team for an interactive session of Q&A. Come prepared to ask questions and have a lively discussion.
12:45 p.m. EST	Wrap, Thank You and Prize Drawing Jim Foy

On-Demand Breakout Sessions
1:00-5:00 p.m. EST

From 1:00 to 5:00 p.m. EST you will be able to attend

5 Key Things You Need to Know about Aspect® Unified IP® 7
Get a preview of the upcoming release of Aspect’s next-generation customer contact platform. You’ll hear details about the key features that will enable you to deliver an even greater customer experience. For organizations that are planning to migrate to a unified platform in the future, this session will also highlight the benefits this will bring to your customers. Lastly, attendees will gain an understanding of the product roadmap beyond Aspect Unified IP 7.

Productive Workforce™ for Collections
While the economy begins its recovery, there is still considerable outstanding debt. Trying to improve agent productivity and increase collections is challenging under the best of circumstances. Managing the process with a reduced workforce and significantly increased workload calls for solutions that will enable greater efficiency and better bottom-line results. Learn how Productive Workforce in the collections environment can help.

How Workforce Optimization Can Help You Deliver
Customers today demand more from your organization than ever before – increased channels of communication, first-and-done service and rapid response times. Having an integrated workforce optimization approach will enable your organization to ensure you have the right people staffed at the right time for all appropriate channels, as well as provide reporting and metrics that track how well your agents and your organization are responding to those customer inquiries. This session will discuss the benefits of a workforce optimization-oriented approach and learn more about what capabilities you can expect to see in the PerformanceEdge platform product in the future.

More great sessions will be added soon – be sure to check back.

During the day, we’ll host all-day live chat sessions with Aspect representatives and executives – stay tuned for a schedule.

Can't attend live? All of the content from ACE Online 2010 will be available on-demand following the live event.