John LambTom MorganModality Systems

The Lync Developer Platform - What is Possible? Overview for Non-developers

PLAT101-R

• What is CEBP?• 3 types of application• Lots of demos!• What’s next?

Agenda

What is the HTTP of Real-Time Communications?  

- Bill Gates, 2000

The answer to that question is what led to the development of a SIP-based communications platform within Microsoft   

“The success of UC in a business will be when it’s like salt in food. It’s always there, but you don’t see it.”

- Gurdeep Singh Pall, Microsoft VP, VoiceCon

2010  

Communications Enabled Business Processes

Why? Why?

CommunicationsEnabledBusiness Process

Why? 

Organizations are made up of: 

People(who do amazing things)

People (Who do amazing things) 

Stuff(which can be pretty amazing)

Stuff(Which can be pretty amazing) 

Systems(which also do some amazing things)

Processes (Which can enable amazing things) 

Process Practice

Supply ChainPayroll

PurchasingData Warehouse

Crisis ResponseException HandlingProblem ResolutionDeal Negotiation

Product Development

3 types of CEBP applications

Enhance Communications

Reduce Human Latency Customer Self-service

3 types of CEBP applications

Enhance Communications

Reduce Human Latency Customer Self-service

Lync Client SDK UCMA UCMA, UCWA

Enhance Communications• Adding Lync to existing/new

software• Flexible presentation model• Drop Lync controls into

applications• Interact with Lync client• Windows Only

Enhance Communications• Adding Lync to existing/new

software• Flexible presentation model• Drop Lync controls into

applications• Interact with Lync client• Windows Only• Adding extra functionality to Lync client• Presented within Lync Client• Can communicate with back-end• Silverlight Application (IIS

Hosted)• Windows Only

Scenarios

Integration with existing LOB applications

Incoming phone number resolution to CRM for display

Communication event notification – such as missed instant messages or calls

Automatic timesheet generation for client-based billing

Demo #1

SuperToast

Full Screen Applications • Lync Client runs in

background• Replace Lync UI with

custom UI• Great for Kiosk / Touch

Screen Apps• Windows Only

Scenarios

Information Kiosks

Unattended receptions

Office “portals”

Demo #2

CTS Interpreter Link

Reduce Human Latency• .NET Windows Services• Runs on Lync Servers• Can watch presence,

initiate conversation etc.• Easily interact with other

systems, e.g. External data sources

Scenarios

Load testing Lync installations

Real-time translation via instant message

Conferencing assistance – agenda management, action creation

IVRs – order information, customer surveys

Demo #3,4,5

TrainMe, AlertMe, TimePrompt

Customer Self-service• Web-Based API• Lync Web App (LWA) is

based on this• Predominately for web,

can also be used anywhere with internet

• Today: IM/Presence and Call Setup Only

• Cross-Platform / Cross-Browser

• Powerful when used with UCMA

Scenarios

Customer service webpages

Integration with mobile apps

Real-time floor plans

Bring presence to existing Intranet pages

Demo #6

ucwa.lync.com

Bringing it all together

Bringing it all together

• Commerce Website• Connect user with

expert• No user plug-ins, No

Lync• Call to be routed based

on skills and availability

User

Expert/Advisory/Support Group

Reporting

Connection

User

Expert/Advisory/Support Group

Request

User initiates request for help via webpage

Work ticket information collated

for reporting and audit purposes

Agent/expert shown context of

chat

Help or advice given to user with option to

escalate to callRouted to most appropriate available agent using presence

information and skills matrix

Bringing it all together

ContextualContent

Demo #7

WebChat with HelpMe

Bringing it all together

• Use Skype as Customer Service tool• No user plug-ins, No Lync• Call to be routed based on skills and

availability

Expert/Advisory/Support Group

User

• Agents can accept/decline call• Agents may be mobile

Reporting

Connection

User

Expert/Advisory/Support Group

Request

User initiates request for help via Skype Work ticket

information collated for reporting and audit purposes

Agent/expert can accept or reject

Audio call is connected to agent

Routed to most appropriate available agent using presence

information and skills matrix

Bringing it all together

Demo #8

Skype with HelpMe mobile

Engaging users using CEBPdrives user adoption

What’s next?Think about how Lync and CEBP can Communications Enable your business

Contact us if you’d like more information & demos – stand #329

john.lamb@modalitysystems.comtom.morgan@modalitysystems.com

www.modalitysystems.com

Questions – Closing

Microsoft PavilionDemos, Speakers, Demos, Lync Room System, Experts, Demos, a Bar....and more Demos

ATTENDEE PARTYWednesday, February 19th

6:30pm-9:30pmHakkasan, MGM Grand

Brought to you by

When it comes to Vegas nightclubs, it doesn’t get any hotter than Hakkasan. And when it comes to opportunities to connect and reasons to party, no one does it better than Lync Conference! Our attendee party has a full lineup: an open bar, awesome food, and one of the best DJs that Vegas has to offer. Don’t miss out on the fun—stop by at 6:30pm and kick off and evening to remember. Come together.

HANDS-ON LABS

You can also access labs on MyLync!

3:00pm – 9:00pm10:30am – 9:00pm7:30am – 9:00pm8:00am –1:30pm

LOCATIONPinyon 3

Monday, February 17Tuesday, February 18Wednesday, February 19 Thursday, February 20

LRS

LOCATIONCopperleaf 12

Wednesday, February 198:30am – 9:45am10:15am – 11:30am1:00pm – 2:15pm2:45pm – 4:00pm4:30pm – 5:45pm

Thursday, February 209:00am – 10:15am10:45am – 12:15pm12:45pm – 2:00pm

MyLync allows you to create a custom experience and network with the Lync Community both online and in person.With MyLync, you can:• Build your own personalized calendar while browsing all available sessions• View breakout session material including PPTs and Videos within

48 hours of each session• Participate in the Community and find people in your social networks

who are attending and interact with speakers• Arrange meetings or social activities• Navigate the Exhibit Hall floor plan and learn more about our Sponsors• Fill out evaluations to win prizes

Log into MyLync at http://mylync.lyncconf.comFor MyLync support, please visit the Registration Desk.*

* Please note that adding a session to your calendar does not reserve a seat. Seating is on a first-come, first-served basis.

Birds of a FeatherBirds of a Feather flock together! Join daily breakfast discussions of relevant topics by sitting in the separately designated areas of the Meal Hall. Seating will be sorted in a different way for each Birds of a Feather breakfast:Wednesday, February 19:Where are you from? Asia/Pacific, Eastern & Central Europe, Latin America, Middle East & Africa, US (West, Central & East) and Canada, Western Europe

Thursday, February 20:What is your interest?Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice

Fill out evaluations to win prizesFill out evaluations on MyLync or MyLync Mobile.Prizes awarded daily.

© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.