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
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 [email protected]:[email protected]
http://connect.claritycon.com/Videos, White Papers, Case Studies