Vision and Future of Customer Engagement Stew Bloom, Aspect Software CEO

1. ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Stew Bloom
Chairman & CEO
Join the Relationship Revolution
Voxeo Customer Summit
September 10, 2013

2. Get Acquainted (or Re-acquainted)
with Aspect

3. ©2013 Aspect Software, Inc. All rights reserved
3
40 YEARS OF INDUSTRY innovation
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

4. ©2013 Aspect Software, Inc. All rights reserved
4
40 YEARS OF INDUSTRY innovation
…with the renewed energy of a startup
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

5. ©2013 Aspect Software, Inc. All rights reserved
5
40 YEARS OF INDUSTRY innovation
A look at Aspect by the numbers…
First SIP
Interoperability
Guarantee
Social Cloud
Back Office
Omni Channel

6. ©2013 Aspect Software, Inc. All rights reserved
6
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

7. ©2013 Aspect Software, Inc. All rights reserved
7
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

8. ©2013 Aspect Software, Inc. All rights reserved
8
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

9. ©2013 Aspect Software, Inc. All rights reserved
9
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

10. ©2013 Aspect Software, Inc. All rights reserved
10
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

11. ©2013 Aspect Software, Inc. All rights reserved
11
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

12. ©2013 Aspect Software, Inc. All rights reserved
12
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

13. ©2013 Aspect Software, Inc. All rights reserved
13
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
807,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

14. ©2013 Aspect Software, Inc. All rights reserved
14
Revenue $443M EBITDA $122M Free Cash Flow $100M
Over $1.5 Billion
Invested Capital
Tiger Shark
Aspect® Unified IP®
Over 26M Lines of Code
Tiger Shark
313 Systems Deployed
58,000 Customer
Requests Handled
3,130 Annual Projects
Delivered via Aspect®
Professional Services
16 Microsoft Lync + Aspect
CC Implementations a Year
2,000 Clients
Under Maintenance
Operations in
79 Countries
Over 40 Active Products
in the Portfolio
652,000 Unique Visitors
to aspect.com per Year
582M Media Impressions
In 1H 2013
157 Authorized
Business Partners
1,853 Employees
Aspect Community Forum
1,960 Members, 555
Discussions, 89 Ideas
5,000 Orders
Processed Annually
46 Offices Around
the World
$60M Revenue
from Channel Partners

15. ©2013 Aspect Software, Inc. All rights reserved
15
Revenue $55M
36% Growth in Hosted
Minutes
66% Increase in Partner-
Driven sales
60% Increase in Channel
Partners
Community of 250,000+
Developers and Users
700 Customers Worldwide
145 New Customers
In 2012
THE IVR/Voice Portal
Market Leader
Over 90,000 Ports in
Service
58 Value-Added Service
Provider Partners
Operations in
42 Countries
6 Hosting Locations
And Voxeo only makes us stronger…

17. ASPECT POWERS
1.4 MILLION AGENTS ACROSS 70 COUNTRIES
OVER 100 MILLION DAILY TRANSACTIONS
77% OF FORTUNE 100 AND 64% OF THE GLOBAL FORTUNE 100

18. ©2013 Aspect Software, Inc. All rights reserved
29.7%
Aspect
11.7%
Others
26.2%
Nice
5.1%
GMT
5.4%
Teleopti
21.9%
Verint
22%
Aspect
33%
Others
5.6%
Vendor 1
10%
Vendor 4
10%
Vendor 3
19%
Vendor 2
WORKFORCE MANAGMENT OUTBOUND CALL CENTER
Source: Pelorus Associates, Oct 2011 “2011
World Contact Center WFM Systems Market” Source: Frost and Sullivan, Jan 2011
Provider of integrated contact center
& workforce optimization solutions
#
1

19. ©2013 Aspect Software, Inc. All rights reserved
19
A Global Presence
Through Local Offices
Regional Locations
Distributor locations
Phoenix, AZ, US
West Headquarters Chelmsford, MA, US
East Headquarters
Stockley Park, UK
EA Headquarters
Singapore, Malaysia
APAC Headquarters
Orlando, FL, US
Voxeo Headquarters

20. ©2013 Aspect Software, Inc. All rights reserved
20
100+ new customers
Join the portfolio of over 2,000 live customers every year
40,000 seats of workforce optimization
Running daily at our largest and most complex customers
Over 2,000 worldwide customers
Betting their business every day on Aspect products and services
World class Microsoft integrator
Deep integration between Aspect and Microsoft enterprise solutions

21. ©2013 Aspect Software, Inc. All rights reserved
Extending the
Aspect Product Portfolio
The only fully-integrated Interaction
Management, Workforce Optimization and
Back-Office platform on the market,
designed for the Omni-channel contact
center
21

22. ©2013 Aspect Software, Inc. All rights reserved
Aspect® Workforce
Optimization
Aspect understands the business
processes around the contact center
better than anyone else
‣ Best in class Workforce Planning and
Management solutions
‣ Comprehensive Quality and Performance
Management
‣ Advanced Quality Analytics
‣ Workforce Optimization how you want it: Cloud,
On Premise or Hybrid
Adherence & compliance, lower total
cost of ownership and remarkable
customer experiences.
22
Workforce Planning
and Management
Performance
and Quality
Advanced
Analytics

23. ©2013 Aspect Software, Inc. All rights reserved
Aspect is Delivering Next Generation Functionality
• Over 60 commercial clients
worldwide
• Several at scale
• Unified IP
• WFM 7.5 now available via
cloud
• Social as a customer
service channel
• Integrated into WFO and
Unified IP
• Operational and capacity
planning
• Forecasting
• Compliance monitoring
• Backlog management
• Reporting & Analytics
• Back office inefficiency
and errors has been
shown to drive up to 20%
more agent interactions
• Studies show up to 40%
operational cost savings
from increased
productivity
• Labor, Process, Insights
• Cross industry
applicability
• Supervisor & agent
functionality
• View intraday performance,
agent productivity
• Aspect® Unified IP® Real-
Time statistics
Cloud: Aspect on Demand
Mobile Application Extensions
Social Media as Customer Channel
Back Office Process Optimization
23

24. ©2013 Aspect Software, Inc. All rights reserved
24
Smartphone penetration
in the US reached 50%
in February 2012.
By 2016, more than 60% of inbound
customer service interactions are likely to
come from devices other than landlines.
The Role of the
Contact Center Has
Changed Forever.
WE BELIEVE…

25. ©2013 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL
COMMUNICATIONS IS GIVING RISE TO
The Relationship Revolution

26. ©2013 Aspect Software, Inc. All rights reserved
It is now more important than
ever to evolve your contact
center to meet the needs of
today’s customers
‣ Channel preference is rapidly
changing
‣ Mobile solutions are becoming a
must-have
‣ Omni-channel service is becoming
more important than multichannel
service
‣ Customers expect proactive outbound
for customer care
‣ Customer service is moving from cost
center to differentiator
26
Forrester Research,
January 2013

27. ©2013 Aspect Software, Inc. All rights reserved
Customers Spend More
Because of a History of
Good Service
Forrester Research,
January 2013
• Customer service agents must have
access to the full history of a
customer’s prior interactions
• A continued focus on guiding agents
through the service resolution process
– including the back office
• Analytics are further improving the
end-to-end customer experience
• Collaboration is improving the quality
of service delivered
Satisfying customer
experiences (CXs) not only
attract and retain customers,
they also increase revenue.
Delivering CXs involves integrating many parts of the
enterprise into a seamless, and often invisible,
ecosystem that helps customers easily and enjoyably
reach their goals.
“
”
– Gartner, November 2012

28. ©2013 Aspect Software, Inc. All rights reserved
Social Customer Care – The
New Normal
Yet…
28
Getting It Done: Social Customer Service in Action
Customer 360 Summit , Jenny Sussins, May 1-3, 2013
of Tweets to brands
go unanswered1
1Martiz
70%

29. ©2013 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL
COMMUNICATIONS
…has given customers limitless ways to make
their voices heard – whenever, wherever and
however they choose.

30. ©2013 Aspect Software, Inc. All rights reserved
30
iPods changed
the media
industry.
iPhones
ramped even
faster. iPad
growth is at 3x
iPhone.
0
200
400
600
800
1,000
1,200
1,400
0 1 2 3 4 5 6 7 8
Global
Unit
Shipments
(000)
Quarters After Launch
iPad iPhone iPod
0
5,000
10,000
15,000
20,000
0 1 2 3 4 5 6 7 8
Global
Unit
Shipments
(000)
Quarters After Launch
iPad iPhone iPod
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
0 1 2 3 4 5 6 7 8
Global
Unit
Shipments
(000)
Quarters After Launch
iPad iPhone iPod
First 8 Quarters Cumulative Unit Shipments, iPod vs. iPhone vs. iPad
Source: Apple, as of CQ1:12 (8 quarters post iPad launch).
iPods Changed Media Industry iPhones Ramped Even
Faster iPad Growth (3x iPhone) Leaves “Siblings” in Dust
9

31. ©2013 Aspect Software, Inc. All rights reserved
Despite Tremendous Ramp So Far,
Smartphone User Adoption Has Huge Upside
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
Smartphone Mobile Phone
Global
Subscriptions
(MM)
Global Smartphone vs. Mobile Phone Subscriptions, Q4:11
Source: Mobile phone subscriptions per Informa (as of Q4:11), Smartphone subscriptions estimate based on Morgan Stanley Research’s
estimated smartphone user as % of total mobile user at the end of 2011 (16%).
Note: While there are 1B global 3G subscribers as of Q4:11, not all of them were smartphone users. One user may have multiple mobile
953MM
Smartphone
Subscriptions
6.1B Mobile Phone
Subscriptions
11
31
31
Despite the
tremendous
ramp so far,
Smartphone
user adoption
still has a
huge upside

32. ©2013 Aspect Software, Inc. All rights reserved
32
32

33. ©2013 Aspect Software, Inc. All rights reserved
33
The New Voice of the Customer
Customers now have limitless ways to make their voices heard –
whenever, wherever and however they choose.

34. ©2013 Aspect Software, Inc. All rights reserved
34
It’s all fueling a collision of “re-imagination”
…with new “consumer powered preferences”

35. ©2013 Aspect Software, Inc. All rights reserved
Customer Experience
35
Meet & Seat
KLM:
View
passengers’
social media
profiles

36. ©2013 Aspect Software, Inc. All rights reserved
Customer Experience
36
Pizza Button
Dubai’s Red
Tomato Pizza
Bluetooth
connected
fridge magnet

37. ©2013 Aspect Software, Inc. All rights reserved
Super Bowl marketing: 16 months in
planning.
Millions of dollars of broadcast
advertising.
Then a priceless moment representing
opportunity, decisiveness, and a bold
move.
Oreo rose above the noise.
37
Oreo Cookie ✔ @Oreo
Power out? No problem. pic.twitter.com/dnQ7pOgC
5:48 PM - 3 Feb 2013

38. ©2013 Aspect Software, Inc. All rights reserved
38
38
Customer service strategies are being reshaped
Subject Matter
Experts
Agents
Finance
Enterprise Technologies
Information Sources
CC Core
Technologies CRM
Business
Intelligence
UCC
Knowledge
Management
Supervisors
Operations
Customer

39. ©2013 Aspect Software, Inc. All rights reserved
Placing the Contact Center at the
Center of the Customer Experience
48%
Our contact center strategy is
a cornerstone of our customer
experience strategy
45%
We are in the process of aligning
our contact center strategy to our
customer experience strategy
7%
Our contact center is seen as a
cost center - not aligned with our
customer experience

40. ©2013 Aspect Software, Inc. All rights reserved
Aspect’s Market Leading Positions Today
40
INBOUND
Cloud, On-Premise & Hybrid
UCC
PBX
UCC
PBX
ACD
Predictive Dialing
IVR/ Self Service
Analytics
OUTBOUND
Supervisor
Agents
WFO
Enterprise PBX/UCC Integrations
CRM & Operational Environment Integrations
Integrations to CRM, PBX, MS
Voice
Email
Video
Chat
Customers
Social
SMS
Mobile
Customers

41. ©2013 Aspect Software, Inc. All rights reserved
Aspect’s Market Leading Positions
With the Addition of Voxeo
41
INBOUND
Cloud, On-Premise & Hybrid
UCC
PBX
UCC
PBX
ACD
Predictive Dialing
IVR/ Self Service
Analytics
OUTBOUND
Supervisor
Agents
WFO
Enterprise PBX/UCC Integrations
CRM & Operational Environment Integrations
Integrations to CRM, PBX, MS
Voice
Email
Video
Chat
Customers
Social
SMS
Mobile
Customers

42. ©2013 Aspect Software, Inc. All rights reserved
The Combination Of Aspect and Voxeo Deliver Market Leading Position
42

43. 2013 Mid-Year Analyst Update
Aspect + Voxeo:
The Art of the Possible

44. ©2013 Aspect Software, Inc. All rights reserved
44
Aspect + Voxeo: The Art of the Possible

45. ©2013 Aspect Software, Inc. All rights reserved
45
Aspect + Voxeo: The Art of the Possible

46. ©2013 Aspect Software, Inc. All rights reserved
46
Aspect + Voxeo: The Art of the Possible

47. ©2013 Aspect Software, Inc. All rights reserved
47
Aspect + Voxeo: The Art of the Possible
Aspect Unified IP
TigerShark

48. ©2013 Aspect Software, Inc. All rights reserved
48
Aspect + Voxeo: The Art of the Possible

49. ©2013 Aspect Software, Inc. All rights reserved
49

50. ©2013 Aspect Software, Inc. All rights reserved
Building remarkable customer experiences.
 Have a great summit,
engage our people, our
partners, and each other
 We’re going to work very
hard for you these next
few days, and beyond
 Let’s have our own
RELATIONSHIP
REVOLUTION right here
in Florida
 Thank you!
 Please allow me
introduce some Leaders
you should all know
+