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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
UC and CC: Lync and CIC
Doug SplinterVP, Sales Engineering
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Agenda
• Session goal review – why are we here?• Microsoft UC “in the box”
– Lync and Exchange Features• The opportunity and overlap between CIC and
Lync• Integration architecture options• Q&A
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Session Goal
• Two key enterprise products deployed or be evaluated at many customers– Interactive Intelligence CIC – Contact center platform– Microsoft Lync – Enterprise UC platform
• In this session we’ll review CIC integration from a “what are the advantages of combining with Microsoft UC?” point of view– There is significant overlap, but also unique advantages
in combining. – This is NOT a competitive overview
Why are we here?
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Components of and Functions Provided by The Microsoft UC Stack
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft’s Pre-Integrated Business Productivity Platform
BEST PRODUCTIVITY EXPERIENCE
ACROSS PC, PHONE, AND BROWSER
THE CLOUD ON YOUR TERMS
ON-PREMISES
ONLINE
Content Collaboration CommunicationsMessaging
Active Directory ServicesIdentity
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Introducing Microsoft Lync 2010
Instant Messagingand Presence
Enterprise VoiceAudio, Video,Web Conferencing
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft Lync 2010
– Core services w/Std., Ent. and Plus CALs:• Presence and Availability• Instant Messaging and File Transfer• Personal Voice & Voice Conferencing• Video Conferencing• Web Conferencing
– Platform for applications:• IVR/Speech (Microsoft Speech Server)• Audio/Video conferencing• Calendaring and Email• Business process integration
What is in the box:
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft Exchange 2010
• Features(w/Std. and Ent. User CAL)– Core Messaging
• Email• Calendaring• Tasks Management• Mobile Access
– Unified Messaging • Single inbox for a variety of message types• Integrated voicemail with many end-user features
– Compliance and Archiving
What is in the box:
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
New Connected Experience
Find and connect with the right people
People SearchSkill Search Activity Feed
Stay connected with your network
Unified Contact Store
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Communicate in Context
Anywhere access to email and IMExchange provides built-in antivirus and antispam software and Outlook Web App for email and instant messaging
Streamlined communicationsUse a single user interface for IM/presence, voice, video, and application sharing
Voice mail previewAccess voice mail and voice mail text preview from anywhere; communicate without switching applications
ignoreconversation
audio playback
contextual contact options
text preview of voicemail
escalate to voice, video, desktop sharing
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
save directly to SharePoint
in-context collaboration
authoring context and presence
related content
get things done faster and more easily
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Work together in real time
coauthoring
presence
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Stay Connected to Your Social Network
conversation view for easy email management
social news feed in Outlookoffline access keeps you productive anywhere
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Authentication
Administration
Storage
Compliance
Unified Experience
Self Service & Speech
E-mail andCalendaring
WebConferencing Telephony
Audio & Video
Conferencing Voice MailInstant
Messaging (IM)
Common Communication Silos
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperience
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperienc
e
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperienc
e
Authentication
Administration
Storage
User Experienc
e
Telephony and
Voice Mail
InstantMessaging
E-mail andCalendaring
Unified Conferencing: Audio, Video,
Web
The Microsoft Unified Communications Offering
On-Premises In the Cloud
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft UC and CIC:Better Together!
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
The overlap and the opportunity
Where does CIC play in an MS UC world?
• From a Microsoft standpoint, CIC is a key Contact Center partner
• CIC offers advanced MS Lync integration• Base functions offered today in CIC 3• Features are being advanced in CIC 4.0
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
History of CIC: Note MS Integration
• First integration offered with OCS 2007 and CIC released in 2008; this was the first MS rev that offered deeper integration offerings
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Key overlap areas
• Core telephony– Which system will provide dial tone for non-agent users?
• Instant messaging– Both products have it
• Presence and availability– CIC has basic PA functionality, granular CC Agent– Lync has deeper “regular user” presence
• Audio conferencing– Both platforms support audio bridges– Lync bridges are integrated with Outlook and Lync Web Meetings
Between CIC and Lync
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Key differentiating areas
• Advanced contact center agent functions– True ACD functionality– Skills-based routing– Call recording– Workforce Management– Surveys– Outbound dialer– Auto-answer– Supervisor monitor and reporting– More…
Between CIC and Lync
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Functional Goals of Combining
• High Level Roles– CIC: Contact Center functionality– Lync: Enterprise UC functionality
• Functional Combinations – Presence and availability– Telephony call control (RCC) for “non-agent” users– Instant Messaging integration– Voice endpoint for agents
Playing the right role for your company
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
For CIC Agents – Presence Data
• Lync presence availability data shown in CIC directory to CIC users– Users running CIC agent can see availability of Lync
users via server-side directory integration– Agents don’t need to run Lync to see other users – However, no x-system communication is available
unless the agents also run the Lync client
Server-side and Client-side
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Integration Step 1: Presence
• CIC Presence– Agent status based on CIC– Many presence states
• Lync Presence– Normally 7 basic presence states– Presence managed in a variety of ways
• PC/Device State – Away, Available• Exchange Calendar – Meeting Status, OOF• Online Meeting: In a Conference• Lync Audio Device Status: On a call, In a Conference• Third-party PBX integration: In a Call
Both CIC and Lync offer presence services
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
ININ CIC and Microsoft LyncPresence Sync- The issue is, they don’t “match up”
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
CIC Agent Presence Mapping
• In rev. 3.0– Base state mapping– All to the same
• In rev 4.0 (released!)– Advanced state mapping
CIC Voice with Lync joint client - Current/Future
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Remote Call Control
• ONLY for Lync client users who use CIC-attached phones
• Offers 2 key elements– “base” remote control functions of the phone
• click-to-call• click-to-answer
– Phone “in a call” state advertisement to Lync
Used if CIC is your PBX for “regular”, AND you run Lync for collaboration
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync as a Voice client for CIC agents
• Lync voice client can be used as a Remote Agent endpoint– Works just like normal CIC endpoint– Potential for call handling issues
• If the Lync user receives a call outside of the CIC media path then CIC will not have accurate presence status, and may ring ACD calls inbound
• Calls placed on hold in Lync will not be accurately reflected or managed by CIC
– No true support for high volume dialer and auto-answer scenarios
Rev. 3.0 integration
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync as a Voice client for CIC agents
• Lync voice client enhanced support– Works just like normal CIC endpoint– Reduced potential for call handling issues
• Visibility of queues in Lync– Calls in queue– Open/closed status
Rev. 4.0 integration
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Demos
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Potential Future States
• Agent support for– Lync as IM client for queue-based chat sessions
• Current agent consult tools
– Better Lync voice client support• Currently has some small gaps – multiple inbound scenario
when sep gateways exist, etc.• Mostly only advanced scenarios; core works well
• Future potential functionality– Better direct CODEC support– Better upstream/downstream media management
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Q & A
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Remote Call ControlLync as collaboration, CIC as the phone system
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync Voice and Remote Call ControlCIC Agents do not run Lync; mixed PBX from Lync and CIC
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync Voice and Remote Call ControlCIC Agents may or may not run Lync; mixed PBX
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Full CIC and Microsoft LyncEnd goal: Ad-hoc mix; agents and regular users on both systems
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Thank You!
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012