Basic PBX features Add-on ACD solution Standard features Add-on
ACD solution Standard features Dedicated ACD High scale and
capabilities Dedicated ACD High scale and capabilities Basic hunt
groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic
hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Departmental Solutions Skills-based routing Skills-based routing
Metrics dbs Metrics dbs Supervisor capabilities Supervisor
capabilities Skills-based routing Skills-based routing Metrics dbs
Metrics dbs Supervisor capabilities Supervisor capabilities High
scale; high availability High scale; high availability
Sophisticated queue & route Sophisticated queue & route
Analytics & advanced metrics Analytics & advanced metrics
Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with
business applns Interop with business applns High scale; high
availability High scale; high availability Sophisticated queue
& route Sophisticated queue & route Analytics &
advanced metrics Analytics & advanced metrics Adjunct systems
(WFM, QM) Adjunct systems (WFM, QM) Interop with business applns
Interop with business applns Internal Helpdesks, Small CCs Large
CCs 2014 UniComm Consulting, LLC
Slide 6
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Slide 8
Source: ContactBabel. The Inner Circle Guide to Multichannel
Customer Contact. 9/2013
Slide 9
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2014 UniComm Consulting, LLC
Slide 11
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Source: Corporate Executive Board
Slide 13
2014 UniComm Consulting, LLC
Slide 14
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Basic PBX features Add-on ACD solution Standard features Add-on
ACD solution Standard features Dedicated ACD High scale and
capabilities Dedicated ACD High scale and capabilities Basic hunt
groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic
hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Departmental Solutions Skills-based routing Skills-based routing
Metrics dbs Metrics dbs Supervisor capabilities Supervisor
capabilities Skills-based routing Skills-based routing Metrics dbs
Metrics dbs Supervisor capabilities Supervisor capabilities High
scale; high availability High scale; high availability
Sophisticated queue & route Sophisticated queue & route
Analytics & advanced metrics Analytics & advanced metrics
Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with
business applns Interop with business applns High scale; high
availability High scale; high availability Sophisticated queue
& route Sophisticated queue & route Analytics &
advanced metrics Analytics & advanced metrics Adjunct systems
(WFM, QM) Adjunct systems (WFM, QM) Interop with business applns
Interop with business applns Internal Helpdesks, Small CCs Large
CCs 2014 UniComm Consulting, LLC
Slide 17
Basic PBX features Add-on ACD solution Standard features Add-on
ACD solution Standard features Dedicated ACD High scale and
capabilities Dedicated ACD High scale and capabilities Basic hunt
groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic
hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Departmental Solutions Skills-based routing Skills-based routing
Metrics dbs Metrics dbs Supervisor capabilities Supervisor
capabilities Skills-based routing Skills-based routing Metrics dbs
Metrics dbs Supervisor capabilities Supervisor capabilities High
scale; high availability High scale; high availability
Sophisticated queue & route Sophisticated queue & route
Analytics & advanced metrics Analytics & advanced metrics
Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with
business applns Interop with business applns High scale; high
availability High scale; high availability Sophisticated queue
& route Sophisticated queue & route Analytics &
advanced metrics Analytics & advanced metrics Adjunct systems
(WFM, QM) Adjunct systems (WFM, QM) Interop with business applns
Interop with business applns Internal Helpdesks, Small CCs Large
CCs Response Group Functionality 2014 UniComm Consulting, LLC
Slide 18
Basic PBX features Add-on ACD solution Standard features Add-on
ACD solution Standard features Dedicated ACD High scale and
capabilities Dedicated ACD High scale and capabilities Basic hunt
groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic
hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Business hours Business hours Auto attendant Auto attendant Basic
queue and route Basic queue and route Basic metrics Basic metrics
Departmental Solutions Skills-based routing Skills-based routing
Metrics dbs Metrics dbs Supervisor capabilities Supervisor
capabilities Skills-based routing Skills-based routing Metrics dbs
Metrics dbs Supervisor capabilities Supervisor capabilities High
scale; high availability High scale; high availability
Sophisticated queue & route Sophisticated queue & route
Analytics & advanced metrics Analytics & advanced metrics
Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with
business applns Interop with business applns High scale; high
availability High scale; high availability Sophisticated queue
& route Sophisticated queue & route Analytics &
advanced metrics Analytics & advanced metrics Adjunct systems
(WFM, QM) Adjunct systems (WFM, QM) Interop with business applns
Interop with business applns Internal Helpdesks, Small CCs Large
CCs Response Group Functionality Partner Solutions 2014 UniComm
Consulting, LLC
Established Contact Center Solutions Providers Typically Newer
Solutions Providers 2014 UniComm Consulting, LLC
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ice Contact Center for Lync Architecture 26 Booth 618
Slide 27
Why Native Contact Center is important 1.Interoperability is
guaranteed a)Anything Lync can reach, ice can reach b)Federated
Lync, Skype, PSTN, Connected PBX, etc c)Lync contact modalities are
supported directly d)Support for all Lync devices and connection
scenarios 2.Unified management and Single Telephony Infrastructure
a)Trunks, Gateways, Routing rules, endpoints, DIDs 3.Works through
migrations a)From IM/Presence with PBX to full Enterprise Voice
4.Lower mediation server usage a)Lync calls stay inside Lync
b)Media bypass support 5.Built in ASR, TTS, and HMP at no extra
license cost 6.Lync Presence aware: Publish, View, and Manipulate
27 Booth 618
Slide 28
2013, Genesys Telecommunications Laboratories, Inc. All rights
reserved. 28 Company Facts $800M+ revenue with 160M+ in the cloud
Among top 50 largest software companies in the world Twenty plus
years of experience; fourteen in the cloud Analyst recognized CX
solution leader with the broadest and deepest integrated platform
on the market 2500+ employees 3,500+ customers across 80 countries
Supporting 100+ million customer interactions per day $800M+
revenue with $160M+ in the cloud Twenty plus years of experience
Analyst recognized CX solution leader with the broadest and deepest
integrated platform on the market 3,500+ customers across 80
countries Supporting 100+ million customer interactions per
day
Slide 29
2013, Genesys Telecommunications Laboratories, Inc. All rights
reserved. 29 Agent desktop Enterprise desktop Available today:
Genesys Integration with Lync Genesys v8.1 SIP Integration Media,
routing, statistical infrastructure Genesys SIP Server PSTN SIP RTP
Lync Mediation Server Gateway / SBC Genesys agent desktop SIP Calls
to Contact Center Calls to Enterprise Calls to Contact Center after
routing RTP SIP presence subscription Microsoft Lync for voice,
corporate presence, IM / collaboration Genesys UC Connector Lync
agent SQL Server Lync DC Lync FE Microsoft Lync for voice,
corporate presence, IM / collaboration
Slide 30
2013, Genesys Telecommunications Laboratories, Inc. All rights
reserved. 30 Genesys with SIP and Native approaches Benefits
Support of voice, presence and IM Standards-based approach: easier
external integration Reusing proven Genesys SIP Server technology
Full Genesys suite support Benefits All Lync features are
reachable: video, management of hard phones, native IM and
presence, collaboration, Skype integration Easy to support and
troubleshoot with standard Microsoft technology Full Genesys suite
support SIP-based Integration UCMA Integration: available soon In
both cases : Enabling the full Genesys suite for Contact Center
applications in a Lync Universal Communications Enterprise: Complex
/ large size Contact Center: Genesys Enterprise Edition Medium size
Contact Centers: Genesys Business Edition Integrating Lync with
Genesys Routing, Campaigns, Agent Desktop, Multi Channel Solution,
Voice Analytics, WFO
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Interactive Intelligence CIC/Lync Architecture 31
Slide 32
Lync + CIC = Where Contact Center & Enterprise Come
Together No Rip & Replace Multiple configuration possibilities
for various business units Interfaces with existing non-Lync
infrastructure Open architecture supports Lync-validated end-point
devices Breadth of Contact Center solution available with the Lync
Stack WFO - Recording, Quality Management, Workforce Management,
Scorecards, Screen Recording, Speech Analytics Outbound predictive
dialer with native call analysis Multichannel Calls, Emails, Web
Chats, Callbacks, SMS, Social Media Enterprise-grade contact center
solutions Available on premise and in the cloud 6,000-plus
customers in more than 100 countries Localized in 25 languages
32
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ANYWHERE365 for LYNC 2010 / LYNC 2013 Dialogue Management for
Lync will enable the perfect Customer Journey
www.workstreampeople.com/anywhere365 EVERYONE IS A CONTACT CENTER
Due to its design philosophy, the versatility of Anywhere365 is
limitless, so your implementation is only bound by your own
imagination. Rethink Contact Center We must do something
revolutionary with our business communications rather than trying
to shoehorn old world solutions to new problems. Vicente Faser
Chief Information Officer London School of Business &
Finance
Slide 34
ANYWHERE365 ROLE MODELS Rolemodels. Where do we fit? Reception
Customer Service Service / Support Desk Student Administrations
Organizational Departments (such as HRM) Management Team(s)
Director Manager - Boss/Secretaries Knowledge Groups
Lync Topology Extended with Anywhere365 Trusted Application
Pool Anywhere365 Smallest footprint 1 virtual server SQL Front end
servers Mobile Agents Lync Mobile Client PSTN Desktop Agent Lync
Client Desktop FPO Edge server DMZ inside Lync topology Web
Interactions Webchat/Webvoice SQL IIS CHAT VOICE EMAIL WEBVIDEO
WEBFORMS WEBVOICE WEBCHAT VOICEMAIL Anywhere365 Trusted Server
Wallboard & Reporting 1...n Sip users AGENT Private cloud On
Premise SERVICEBUS MSMQ OR AZURE ONPREMISE / CLOUD Mediation Server
Lync Front-end server(s) running workload. SQL Server backend Edge
server Mediation Server Anywhere365 Trusted Application Server
Dialogue Manager SQL Server for Report & Dialogue Intelligence
IIS Server for webservices SharePoint for Config Settings + IVR
Content Service Bus for data change subscriptions
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? Customer Intimacy Product Leadership Operational Efficiency
Three strategies: Source: Treacy & Wiersema, The Discipline of
Market Leaders Focus on one of these value disciplines 2014 UniComm
Consulting, LLC
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Detailed knowledge of each callers relationship and history
Personalized interactions Seamless integration across all channels
Customer experience designed from customers point of view CSRs
empowered to fix customers issues ? Customer Intimacy Product
Leadership Operational Efficiency Knowledge bases or information
management to provide details Highly trained CSRs Marketing driven
strategies and organization Capture customer insights Invest in
comprehensive, excellent self-service Workforce management systems
and adherence Metrics focused on operational efficiency and cost
reduction Well-designed policies and processes Streamlined workflow
processes 2014 UniComm Consulting, LLC
Slide 40
Center Capabilities Enterprise-wide Customer Focus Relationship
Management and Customer Differentiation Increased Cost
Effectiveness and Customer Service Essential Service is Delivered
Basic : Processes based on internal orgn. Basic routing and queuing
Agent-centric metrics & reports Training focused on mechanics
Emerging : Customer centered processes Appropriate contact
resolution Contact management Focus on self-service Screen-pops,
skills routing, call overflow Flexible staffing Continuous training
Advanced : Process designed to educate customers Data-based routing
Integrated reporting CRM workflow, scripts Empowered Agents
Customer focused training & reporting QM part of training
Proactive sales Leading Edge: Processes for personalized customer
service Integrated multimedia queuing Cross channel contact
tracking Data analysis and mining Agents as knowledgeable experts
Consultative sales and service Measure impact on corp. goals
Necessary Valued Asset Service Differentiator Enterprise-wide
Strategic Value Center Mission 2014 UniComm Consulting, LLC