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.

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  • More than 15 years of IT consulting experience focused on Unified Communications (UC)Responsible for selling and delivering UC solutions for complex business environments – solutions include all components of the Microsoft UC stack, with a particular focus on Microsoft Lync and the integration of Lync with existing voice systemsPrior to joining Perficient, managed the professional services division of a regional Microsoft and Cisco consulting firm
  • A little bit about the company…. We were born out of custom developmentfirm that has been around for over 20 years80 computer science degrees that sit in Chicago along with us working on projects that focus on developing solutions on the MS platform. (Trying to get across the message we are software guys, not shipping hardware)
  • Clarity Connect is a true replacement and advancement of the legacy systems out thereOur UC practice focuses on Products that natively extend Lyn's capabilities6 years ago we were hired by MS to build and deliver the initial developer tool kit. Since then we have been brought in to do countless others. What is the developer tool kit?Very technical content about how the API is structured, how you can build applications against itIn other words we trained all the software developers out there how to leverage the Lync API.We have a really good understanding of how this works, which gives us a huge advantage. A member of our team actually wrote the book on UC Development.We consider ourselves thought leaders in this space and we pride ourselves being the first to say lets use Lync as a call center.
  • As mentioned on the previous slide we aim to be a thought leader in this space. With goals to be the 1st to market with features such as Skype
  • Slide shows some of the functionality that we do provide Everything you’d see with the legacy systems and more.
  • 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
    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 312.863.3415
    23. 23. Connect with Perficient Power BI for Office 365: Using SharePoint to Deliver Self-Service BI Microsoft Lync: Integrating with or Replacing Cisco