daniel pearson - @dcpearso john regos - @jazman1973 mario d’silva

Contact Centers for Lync 2013Daniel Pearson - @dcpearsoJohn Regos - @jazman1973Mario D’Silva

EXL323

Who am I?CIO IComm 7 Years (Telephony, SIP, Lync Enterprise Voice)

CEO PingCo 3 Years (Cloud, LaaS, IaaS)

Microsoft V-TSP Unified Communications

Connecting at TechEd

Session Objectives And Takeaways

Session Objectives Understand the types of call centers and integration methods available with Lync 2013

Key TakeawayLync is ready and has taken over the PBX, leveraging call center applications with Lync provides a complete solution

Agenda

Quick HistoryResponse GroupsReportingZeacomAspect

History

OCS 2007 R2OCS 2007 Lync 2013Lync 2010

Enterprise Voice Response Groups Attendant RoutingManager Role

Disaster Recovery

Contact Centre integration

What’s in the box?

Response GroupsMultiple call routing methods

Longest Idle, Serial, Attendant, Parallel, Round Robin

Presence based routingInteractive Voice Response (IVR)Call queuingMusic on Hold

Response Groups – Call Flow

INVITE +61 3 xxxx xxxx

Workflow

Welcome Message using TTS or WAV

Routing Engine

Business Hours

Holiday Set

Interactive / Hunt Group

Route to Match Making Service

Select Queue

Routing Method

Send’s available agents to call handler

INVITE sent to agents

Call Answered by Agent

RE-INVITE

200 OK

BYE

Demo

Response Groups

What can I get from the in-box reports?

Diagnostic logs“Thanks for reporting your issue – do you have logs with that?”Both diagnostic codes and media quality are collected and reported Correlate the user’s reported issue with the associated session reported via CDR/QoE Provides an objective view of the experience

Trend analysisUnderstand how to determine the scope of the issueWho else is impacted?How often does this happen?Why is it happening?

Monitoring service administrationWhat can be configured (CDR)Enable/disable monitoring of CDRsEnable/disable purging of CDRsLength of time to keep CDRsLength of time to keep error reports

What can be configured (QoE)Enable/disable monitoring of QoE dataEnable/disable purging of QoE dataLength of time to keep QoE data

Demo

Reporting

EsperaReal-Time display dashboard to advise agents of the current call status

Users know best time for breaks - better balance between breaks and customer service

Ideal for remote workers – Uses Lync communications Tunnelling no need to open up firewall.

EsperaStore unlimited customised reports.

Reports can be scheduled to be emailed every day, every week, every month.

Wrap up code reporting – report on the type of calls received within a Response Group

Integration Methods

Integration Methods

Direct SIPCalls are routed through an SBC or Lync directly to the platform.

UCMA

Integration through UCMA API. Lync remains in control of the call.

• Developed specifically for Lync• Leverages FE servers for call control• Uses conference nodes on AVMCU• Certified with Lync

• Voice path through Lync• Announcements and Queuing etc

completed outside Lync

Client Side API (UCMA)Voice remain outside of Lync and Client leverages Lync Client API.

• Allows presence enabled applications

• Can call functions from Lync client• Voice can be through Lync or SIP

phone (requires Direct SIP)

Mature Platform

Qualified Call Centers

Billing and enhanced Reporting

Software Defined NetworkingAttendant Consoles

Recording

6

1

1013

4

Zeacom

John Regos

Who Is Zeacom?

• Founded in 1994• Acquired in 2012 by Enghouse Interactive• 200+ employees with offices in SYD, MEL, BNE, NZ,

Asia, USA and UK

• 3,161 Contact Centre sites across 35 countries • 88,000+ Contact Centre Seats• On Lync already 1,000+ Contact Centre Seats

What We Do…

• Provide a Native Lync Multimedia Contact Centre• Operator Console• Skills Based Routing Including

• Voice (Inbound & Outbound)• Email, Web Chat, Social Media & Activity Queuing

• Process Automation• Complex IVRs• Integrating into CRMs (Microsoft Dynamic, SalesForce etc)• Enhanced Routing• Provide Integration for Work Force Management Solutions. (Shift track etc)

• Quality Management Suite• Call Recording, Agent Evaluation, Screen Capture and Application Recording

• Reporting and Administration

Our Customers…

Scale with Zeacom

• Supporting up to• 400 Agents• 1,000 Concurrent Calls in Queue• 3 Calls per Second (10,800 Calls Per hour)

Demo

Zeacom

Aspect SoftwareMario D’SilvaCountry Manager Australia & NZmario.dsilva@aspect.com

©2013 Aspect Software, Inc. All rights reserved

First ACD

First WFM

First Unified Architecture

First SIP Interoperability

Aspect – Microsoft Strategic Alliance

1973

1980

2000

2007

2008

Unified Communications Applications for the Contact Centre 2009

Synchronized Performance Optimization

First Dialer 1981

1996

Next-Generation Customer Contact 2012

Aspect HistoryNearly 40 Years of Industry Innovation for today’s organisations

©2013 Aspect Software, Inc. All rights reserved

Aspect Unified PlatformSystems deployed

Worldwide platform facts

Agents deployed

Agent size per system

Self-service ports per system

Supervisory and monitoring consoles

1,600+ systems | 40 countries

246,000+ agents

Up to 216,000

Up to 2,000 ports

Up to 200 per system

Availability ~99.999% uptime

Busy hour attempts/completions

Enterprise agent configuration Up to 40,000 agents

Up to 2,000 blended agents

A Trusted Partner in Building Customer-Company Relationships

©2013 Aspect Software, Inc. All rights reserved

Perennial Market Leader

32

▸ Aspect continues to set new quality benchmarks

Leader

contact center

infrastructure market

2001-2012 2011 2011

#1 in outbound dialer

market share

North America

Performance verified contact

center architecture

Aspect FY12 Customer Wins with Lync in the Contact Center

What we do?

Deliver Seamless, Informed, Empowered Interactions

• Interaction Management, Workforce Optimization and Back Office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point.

©2013 Aspect Software, Inc. All rights reserved

Differentiated Next Gen: Aspect + Microsoft

35

Social & Collaboration Analytics Workflow & Routing Agent Controls Knowledge Resources

©2013 Aspect Software, Inc. All rights reserved

Enterprise solution leverages Lync to deliver Next-Generation experiences today

36

– Access IM, Presence, Video, and Collaboration capabilities in addition to contact center functions

– Handle non-contact center calls from Microsoft Lync within the same Unified Agent Desktop

– “Find the expert” with search from Microsoft SharePoint 2010

Uses Microsoft Lync to Increase Collaboration Between the Contact Center and the Enterprise

©2013 Aspect Software, Inc. All rights reserved

Companies are able to Collaborate like never before

37

Leverage Lync within the Contact Center and the Enterprise

©2013 Aspect Software, Inc. All rights reserved

Aspect Unified IP

Customer at Kiosk

Agents and Supervisors

MicrosoftLync

Aspect Unified IP

Video Kiosk Support with Microsoft Lync

Demo

Aspect

Design Considerations

Design ConsiderationsWhere are your users?

How are they connected?

Who will control voice?

Design Considerations

Direct SIPCalls are routed through an SBC or Lync directly to the platform.

UCMA

Integration through UCMA API. Lync remains in control of the call.

• Scale Lync FE to support conferencing

• Ensure availability of network to FE roles and services

• Voice path through Lync• Announcements and Queuing etc

completed outside Lync

Client Side API (UCMA)Voice remain outside of Lync and Client leverages Lync Client API.

• Allows presence enabled applications

• Can call functions from Lync client• Voice can be through Lync or SIP

phone (requires Direct SIP)

Session Objectives And Takeaways

Session Objectives Understand the types of call centers and integration methods available with Lync 2013

Key TakeawayLync is ready and has taken over the PBX, leveraging call center applications with Lync provides a complete solution

Developer Network

Resources for Developers

http://msdn.microsoft.com/en-au/

Learning

Virtual Academy

http://www.microsoftvirtualacademy.com/

TechNet

Resources

Sessions on Demand

http://channel9.msdn.com/Events/TechEd/Australia/2013

Resources for IT Professionals

http://technet.microsoft.com/en-au/

Keep Learning1. Download both Exchange Server 2013 and Lync Server 2013 and try in

your own environment

2. Trial Exchange and Lync Online

3. Contact your Microsoft or Partner Account Manager to arrange a time test drive Exchange and Lync in one of our Customer Immersion Experience Centres

4. Contact your Microsoft or Partner Account Manager to get a Lync business value assessment or an Exchange and Lync technical briefing

Track resourcesExchange Server Documentation – http://aka.ms/E15DocsExchange Team Blog – http://aka.ms/EHLOLync Server Documentation - http://aka.ms/Lync15DocsLync Server Team Blog – http://aka.ms/LyncBlogDownload Exchange and Lync Today!Contact your Microsoft or Partner Account Manager to arrange a time test drive Exchange and Lync at the Office Showcase

Track Resources contd.Qualified Lync Applicationshttp://technet.microsoft.com/en-us/lync/hh972602.aspx

Zeacomhttp://www.zeacom.com

Aspecthttp://www.aspect.com

Esperahttp://www.advatel.com.au/content/view/241/242

© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows 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.