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Maximizing Your Lync Investment in the Contact Center

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Extending Lync to other business units such as the contact center is an easy way to add functionality to your existing Lync environment. We evaluate common pitfalls associated with legacy systems and discuss the benefits of a Lync-native solution that removes system redundancy and high costs.

Join Perficient and Clarity as we present how a native solution enables you to simplify administration and decrease costs, without sacrificing on functionality or user experience.

Published in: Technology, Business
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Maximizing Your Lync Investment in the Contact Center

  1. 1. Maximizing Your Lync Investment in the Contact Center
  2. 2. About Perficient Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities.
  3. 3. Perficient Profile • • • • • • • • • • Founded in 1997 Public, NASDAQ: PRFT 2012 revenue of $327 million Major market locations throughout North America • Atlanta, Austin, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbu s, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, New York, Northern California, Philadelphia, Southern California, St. Louis, Toronto, and Washington, D.C. Global delivery centers in China, Europe and India ~2,000 colleagues Dedicated solution practices ~85% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards
  4. 4. Our Solutions Expertise Business Solutions Technology Solutions • • • • • • • • • • • • • • • • • Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management Consulting Business Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social
  5. 5. Our Microsoft Practice
  6. 6. Unified Communications Expertise • • • Two Lync Masters on staff (only 50 in the world) One of only three partners to be a Office 365 Fast Track Packaged service offerings focused on: • • • • • • Office 365 Lync Voice Experience with on-premise, cloud, and blended deployments Over 500k cloud users deployed to date Published O365 book in FY13 Strategic Partnerships with AudioCodes, Dell Software Group, Clarity Connect, Proofpoint 6
  7. 7. Our Speakers Matt McGillen, Director of Infrastructure at Perficient With more than 15 years of IT consulting experience focused on Unified Communications (UC), Matt is responsible for selling and delivering UC solutions for complex business environments. The solutions include all components of the Microsoft UC stack with a focus on Lync. Craig Reishus, Director of Business Development at Clarity Craig focuses on Clarity’s Unified Communications Practice Area, which includes its popular native-Lync contact center product, Clarity Connect. Craig looks to identify and bring to market new products and solutions that leverage Microsoft Lync. He’s worked in the telecommunications and software industries for 15 years and has extensive experience in the Microsoft ecosystem.
  8. 8. Why Perficient for Lync?
  9. 9. Microsoft Unified Communications
  10. 10. Lync: Modernizing Communications
  11. 11. Why Lync 2013?
  12. 12. ABOUT CLARITY US based software development firm • 80 employees in North America • 10 person development team in Croatia 19 years delivering on the Microsoft platform • Focused on building and deploying enterprise solutions on the Microsoft platform
  13. 13. CLARITY’S UC PRACTICE AREA FOCUSED 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 (development focused) Michael Greenlee: Lead UC Architect, Lync MVP – Developer, Author
  14. 14. A SERIES OF FIRSTS Built first native Lync Contact Center First to connect Skype in to 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
  15. 15. CLARITY CONNECT FUNCTIONALITY IVR Skills Based Routing / ACD Call Reporting Call Recording Screen Pop Dashboard Data Dips
  16. 16. A SIMPLIFIED APPROACH LYNC NATIVE SOLUTION EASY INSTALL AND LYNC INTEGRATION SIMPLIFIED OPERATIONAL STRUCTURE Built on high level API’s Functions like another Lync server role Monitoring & management Call never leaves Lync. Call delivered to Lync client. Simple setup, less maintenance required Call control
  17. 17. THE TRADITIONAL 7 STEPS
  18. 18. CLARITY 4 STEP PROCESS
  19. 19. ZERO CLIENT FOOTPRINT
  20. 20. OUR CUSTOMERS
  21. 21. LICENSING MODEL On Prem Pricing is derived by the quantity of three variables Concurrent Channels Support Agents Fee is all-inclusive - no separate costs for the number of call centers Servers
  22. 22. THANKS! CRAIG REISHUS Craig.Reishus@claritycon.com 312.863.3415 Connect.claritycon.com
  23. 23. Connect with Perficient Power BI for Office 365: Using SharePoint to Deliver Self-Service BI bit.ly/1hvK3Mi Microsoft Lync: Integrating with or Replacing Cisco bit.ly/1iwTwo2

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