Powering Your Contact Center with Lync – Natively!Webinar - May 29th, 2013

Value of Lync and Skype in the Contact Center

Daniel Jonathan ValikSr. Program Manager Lync-Skype @ Customer CareCSS - Microsoft Corporation

Davalik@Microsoft.com

Topics

Lync @ Customer Support Microsoft

How to build?

Evolution Contact Center?

What is the ROI and Business Case?How to archive?

Technology Expert for UC, Cloud and mobile technologies

SingaporeHong Kong

Seattle Washington

Austria, Germany, Switzerland, Hungary, Spain, UK, Italy, Slovenia

Want to connect? Linkedin

The Evolution of Contact Centers

Traditional Contact Center

1990 – 2000

• Voice Centric Call Centers

• Emergence of IVR and Automation

2000 – 2010

• Multi-Media Customer Interactions

• Telephone, IVR, Web, E-Mail, Chat, SMS

The Evolution of Contact Centers

Multi Channel Contact Center

UC – Social Media Contact Center

2010 – 2020

• Integrated Channels

• Social Media, Web RTC, Mobile Apps, Video, Avatars, Chat 3.0

What customers want

What’s the Business Case?

Creating new Communication and Collaboration interfaces

Skype / Lync, Web chat, Visual IVR, Click to Chat, Click to Call, Persistent Chat, Web RTC, Proactive Customer Support,…

Replacement of Legacy Equipment

Traditional PBX, Phones, Devices, Switches, Applications,…

Optimize Communication Cost

Lync Contact CentersUsing Federation, Skype Network

Less Competitive Technology

Cisco, IBM, PBX, Chat & Business Intelligence tools,…

Increase of Customer Satisfaction

Great Support Experience!

Being Innovative and Competitive

How is Microsoft’s customer support compared to others?

Revenue Uplift and Creating better Relationship

What's the choice of Technology?

Custom Dev.

PIC + Skype

Lync Persistent

Chat

Lync + tools

Lync + partner solution

Federation

Lync Response Group IM an Expert 1.5

(IMQA) Conversation

Translator Web Chat integration Information

Dashboard Mobile application Tabbed Conversations Lync Custom Intranet

Site

Lync 2013 Lync client/server Interfaces – API’s

Key of many new support scenarios

Skype Live Messenger AOL Messenger

Customer Support Examples

Requirements from AdvertisingBusiness Case:

• Revenue-Uplift via next generation platform for in- and outbound campaigns

• Generation of better customer relationship • Increased efficiency and results per Microsoft advertising specialist

Goal:

• Better customer experience based on faster interactions • Real time call queue management• One single application for agents• Innovative and reliant communication and collaboration platform• Opportunities to extend to other communication modalities

Outcome:

• First success and positive experience for new marketing campaigns• Successful adoption rate to other teams and more agents• Drives revenue uplift results• Platform for next stages: Skype/Lync integration, web chat, etc.

Example Scenario: Sales creates email campaigns with new inbound and outbound call service for customers.

Workflow:1. Customer calls into a toll free number2. Customer gets connected to Clarity Connect IVR

and Skills Based Routing engine3. First available sales agent gets connected to

customer by Lync via Clarity Connect4. Advertising Sales reports and tracks each

activity against revenue quota

Microsoft TravelAMEX Travel Support

MSTravel Call Flow to be

Outcome:

• One single phone number per geographical region• Dedicated agent from home region• All AMEX support agent will use Lync and Clarity • telephony (routing) cost and less legacy equipment• Possible roadmap to include chat, sharing, mobile apps, etc.

Big Opportunity

12.5millionUsers

What is Office 365?

88 marketslaunched on June 27th

• Microsoft Office• Email and Calendars• Create your Website• File Sharing,

managing projects• Mobility • Office Web Apps• Unified

Communications• Security and Trust

InitiateIdentify

Customer

Need Assessme

nt

Troubleshoot

EntitleCustomer

Research & Resolve

EscalateResolve

and Close

Create Ticket

(CAP SR)

Create Ticket

(MS-SOLV SR)

Customer Research and Self-

Help

Reduce Time with Automation and Collaboration/Communication interface Integration of Lync and Line of Business application

“Beta” Pilot for O365

LWA and UCWA

Did you hear about IMQA?

Building Applications

IMQA

Want to know more? "Microsoft Lync 2013 Unified Communications: From Telephony to Real-Time Communication in the Digital Age"

• Published 2013, April• Business and Technology• Business Case, Project examples• Lync 2013 Deep Drive• Other stuff

• Amazon (Print Version) • Amazon (Ebook) • PacktPub• Barnes & Noble

THANK YOU

Powering Your Contact Center with Lync – Natively!May 29th, 2013

UC Practice Area• Focused entirely on:– Products that natively extend Lync’s capabilities– Custom solutions to meet customer specific requirements

• Built and delivered the developer training kits for OCS, Lync 2010, Lync 2013 and Office 365

• Wrote the book on UC Development, Lync MVP (development focused)

UC Practice Area• A Series of Firsts– Built first native Lync Contact Center– First to demonstrate Skype termination into UCMA endpoint– Built first MS approved hosted audio conferencing connector for

on–prem Lync– Built first product to allow users to manage inbound Federated

communications

CLARITY CONNECT

Why is the Contact Center So Difficult?

• “Contracting is arduous”Feature based, modular, role based

• “Licensing is costly”

• “Costly Pro Services required”Installation, customization, upgrades

• “Installation is lengthy, complex”Servers, desktop clients, supervisor, agents roles

• “Maintaining is expensive/custom”

• “Upgrades are time consuming, expensive”24

Lync and Connect – A Simplified Approach

• Lync Native Solution– Built on high level API’s– Call never leaves Lync. Call delivered to Lync client.

• Easy to install and to integrate with Lync– Functions like another Lync server role– Simple setup, less maintenance required

• Simplified operational structure– Monitoring, management– Call control

• Scales with Lync• Simplified pricing model!!! 25

Clarity Value Proposition

“Clarity Connect is a true UC Contact Center as opposed to UC-enabled one.

Connect uses Lync as an underlying voice platform to anchor the call and the Lync client extension window for delivering agent desktop related functions.”

Aamer Kaleem, Chief Technology Officer – Lync Enterprise Voice at Microsoft.

26

Integrated vs. NativeLync Server Environment

PSTN Phone

PSTN

PSTN Gateway

Lync Servers

PC with Lync Client

Non-Native Contact Center System

1 2

6

5

presence information

4

Lync Integrated

Integrated vs. Native

Lync Server Environment

PSTN Phone

PSTN

PSTN Gateway

Lync Servers

1 2

Application Server(s)

PC with Lync Client

4Lync Native

Zero Client Footprint

Clarity Connect - Functionality

• IVR• Skills Based Routing/ACD• Call Recording • Dashboard• Call Reporting• Screen Pop• Data Dips

30

Deployment Options

• Lync On-Prem– Clarity Connect On-Prem– Hosted Clarity Connect

• Partner Hosted Lync– Hosted Clarity Connect

• Office 365 – Lync On Line– Hosted Clarity Connect

Licensing Model

• Not feature-based or module pricing• On Prem Pricing is derived by only three variables – # of concurrent channels – # of servers– # of named agents (Support)

• Fee is all-inclusive, so no separate costs for # of call centers

Next Steps

• Next Webinar– June 13th, 10:00 am CST– https

://clicktoattend.microsoft.com/en-us/Pages/EventDetails.aspx?EventID=170355

– Inside Clarity Connect– 1 hour demo of

• IVR – building of call flows• Management – managing agents, queues, skills• Agent experience• Roadmap – Skype, web chat

In the Mean Time

Craig Reishus312-863-3415craig.Reishus@claritycon.comsip:craig.Reishus@claritycon.com

http://connect.claritycon.com/Videos, White Papers, Case Studies