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

Wednesday, September 22, 2010

Our virtual event included main room sessions and additional "in-the-trenches" breakout sessions with product management and your fellow peers. Attendees were able to interact live with product managers in our solution showcase.

Already Registered? Watch On-Demand:

---

Agenda

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.

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.

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. Panelists include contact center and IT leaders from Blue Shield of California, eHealthInsurance and Harbor One Credit Union.

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.

Product Roadmap See what’s to come from Aspect. Aspect Product Managers Serge Hyppolite and Brett Williams will guide you through the Aspect product roadmap to help you plan for 2011 and beyond.

Q&A With Aspect Facilitated by Mike Sheridan with Jim Foy, Kevin Schwartz, Gary Barnett Please join the Aspect executive team for an interactive session of Q&A. Come prepared to ask questions and have a lively discussion.

Closing Remarks

Breakout Sessions

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.

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.

Contact Center Optimization: Why Optimize Your Contact Center?
Through a well executed optimization you can build a roadmap of initiatives to achieve benefits that improve your operations. An optimization will give you concrete answers to questions including: Are your business processes optimized? Are you utilizing your technology investments to their fullest potential? Attend this session and learn how n optimization study can benefit your business and show you a path forward.

From “Limited Opportunities” to “Opportunities Unlimited”: Migrating to Aspect^® Unified IP^®
Unlock the possibilities in your contact center with the next generation platform: Aspect^® Unified IP^®. Perfect for companies that are operating legacy call center solutions – you can find new ways to meet corporate initiatives and improve service to customers. Attend this session and learn how you can discover “opportunities unlimited.”