Contemporary Unified Communications and Contact Center: Better Together

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In this session we'll show how the Contact Center and Unified Communications can "play nice" and allow you to deliver world-class service to your customers, while still using a common UC toolset to collaborate both within and outside organization. We'll showcase the interoperability between Interactive Intelligence CIC 4.0 and Microsoft Lync 2010 using both "out of the box" and lightweight custom enhancements to illustrate a variety of common service scenarios.

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  • Contemporary Unified Communications and Contact Center: Better Together

    1. 1. UC and CC: Lync and CIC Doug Splinter VP, Sales EngineeringAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
    2. 2. 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&AAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    3. 3. Session GoalWhy are we here?• 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 overviewAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    4. 4. Components of and Functions Provided by The Microsoft UC Stack Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
    5. 5. Pre-Integrated ONLI NE Content Messaging Collaboration CommunicationsAvtex Customer Conference 2012 Active Directory ServicesThe Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012 Identity
    6. 6. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    7. 7. Microsoft Lync 2010 What is in the box: – 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 integrationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    8. 8. Microsoft Exchange 2010 What is in the box:• 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 ArchivingAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    9. 9. New Connected Experience Find and connect with the right people Stay connected with your network Skill People Search Search Unified Contact Store Activity FeedAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    10. 10. escalate to voice, video, audio playback desktop sharing contextual contact options ignore text preview of conversation voicemailAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    11. 11. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    12. 12. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    13. 13. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    14. 14. The Microsoft Unified Communications OfferingCommon Communication Silos Instant Audio & Web E-mail and Self Service &Messaging (IM) Video Conferencing Calendaring Speech Voice Mail Conferencing Telephony Telephony Instant and Messaging Unified E-mail and Conferencing: Voice Mail Calendaring Audio, Video, Web Authentication Authentication Authentication Authentication Administration Administration Administration Administration Storage Storage Storage Storage Authentication Authentication Authentication Authentication Administration Administration Administration Administration Storage Storage Storage Storage Compliance Avtex Customer Conference 2012 On-Premises The Intersection of Technology and Customer Experience In the Cloud Hyatt Regency | Minneapolis |10.25.2012
    15. 15. Microsoft UC and CIC: Better Together!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    16. 16. 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 • FeaturesAvtex Customer Conference 2012 are being advanced in CIC 4.0The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    17. 17. 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 offeringsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    18. 18. Key overlap areasBetween CIC and Lync• 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 MeetingsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    19. 19. Key differentiating areasBetween CIC and Lync• 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…Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    20. 20. Functional Goals of CombiningPlaying the right role for your company• 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 agentsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    21. 21. For CIC Agents – Presence Data Server-side and Client-side• 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 clientAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    22. 22. Integration Step 1: Presence Both CIC and Lync offer presence services• 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 CallAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    23. 23. ININ CIC and Microsoft Lync Presence Sync- The issue is, they don’t “match up”Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    24. 24. CIC Agent Presence Mapping CIC Voice with Lync joint client - Current/Future• In rev. 3.0 – Base state mapping – All to the same• In rev 4.0 (released!) – Advanced state mappingAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    25. 25. Remote Call Control Used if CIC is your PBX for “regular”, AND you run Lync for collaboration• 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 LyncAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    26. 26. Lync as a Voice client for CIC agentsRev. 3.0 integration• 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 scenariosAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    27. 27. Lync as a Voice client for CIC agentsRev. 4.0 integration• 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 statusAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    28. 28. DemosAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    29. 29. 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 managementAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    30. 30. Q&AAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    31. 31. Remote Call Control Lync as collaboration, CIC as the phone systemAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    32. 32. Lync Voice and Remote Call Control CIC Agents do not run Lync; mixed PBX from Lync and CICAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    33. 33. Lync Voice and Remote Call Control CIC Agents may or may not run Lync; mixed PBXAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    34. 34. Full CIC and Microsoft Lync End goal: Ad-hoc mix; agents and regular users on both systemsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    35. 35. Thank You!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    36. 36. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

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