The document outlines options and updates related to Microsoft's Cloud PBX and contact centers integrated with Office 365 and Azure. It discusses the anticipated roadmap for features such as auto attendants and call queues, as well as the benefits of unified communication solutions in enhancing customer service efficiency. The document also emphasizes the importance of multi-channel communications and mobility for modern contact centers, alongside cost savings from eliminating traditional PBX infrastructure.

1. Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX and Contact Centers

2. Skype Apps - Office 365 - Azure – UC Managed Service
Agenda
• Intros
• Options for Cloud PBX
• Microsoft’s updates
• Partner innovations
• Hosting options

3. Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX with On-premises PSTN Connectivity
PSTN Calls
Existing
Telephony
Infrastructure
Skype for Business
Server Software
Split Domain

4. Skype Apps - Office 365 - Azure – UC Managed Service
PSTN Calling with Cloud PBX
Signaling
Media
Office 365
Customer
Premises
PSTN
PSTN
Calls

5. Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX: Anticipated Roadmap
Auto Attendants
Call queues
Video Interop (Polycom)
Translation
GCC Cloud Updates
Contact Center

6. Skype Apps - Office 365 - Azure – UC Managed Service
AA and Call Queue updates
• In summary, the current plan is as follows:
- Today: Preview for North America available.
- December 2016: Preview for Europe & Asia available.
- January & February 2017: Additional features released into preview
including Speech Recognition.
- March 2017: General availability of Auto Attendant and Call Queues.

7. 1. Limited to voice
• People prefer to initiate communications via IM, webchat and email
• Other communication channels enable collaboration
2. Limited functionality and no real intelligence
• Modern contact center software is the upgrade that many need
3. Limited Reporting
• You can’t manage what you don’t measure.
• Most need either real time monitoring or historical reporting.
NEEDS MAY VARY…OFFICE 365 AND CONTACT CENTERS

8. OFFICE 365 AND CONTACT CENTERS AD HOC COMMUNICATIONS
Office 365 with added functionality is an AM
AZING tool
Reset My Password?
Where’s My Order?
Invoice Payment Status?
Client
Vendor

9. OFFICE 365 AND CONTACT CENTERS
MANAGED
COMMUNICATIONS
Bring structure where it’s needed Automated Attendants
Queuing
Skills-base routing
Metrics
Reporting
Reset My Password?
Where’s My Order? Client
Vendor
CONTACT
CENTER

10. OFFICE 365 AND CONTACT CENTERS USE CASE
Financial Aid Office: Call center without UC
Old Process
Average Resolution Time: 9.3 Days

11. OFFICE 365 AND CONTACT CENTERS USE CASE
Financial Aid Office: The Collaborative Contact Center
New Process
Average Resolution Time: 15 minutes

12. OFFICE 365 AND CONTACT CENTERS TYPES OF INTEGRATIONS
1. Native solutions do not complicate call control or infrastructure
• Simplifies troubleshooting
• Enables full functionality of O365
• Takes advantage of MS investments in security and availability
2. Non-native solutions
• Rely on a separate system for some portion of functionality
• May require additional maintenance, staffing, planning, etc. for mostly duplicate
infrastructure
• May not have access to full functionality of O365
• May be at risk of cross-platform errors and outages

13. OFFICE 365 AND CONTACT CENTERS
MULTI-CHANNEL
COMMUNICATIONS
1. Voice will be in the minority as compared to new channels by 2017
• e.g., IM, web chat
2. O365 consolidates these channels
• Effectively enables collaboration
• Speeds up the learning curve for new agents
• Lowers the time and costs for support by unifying the platforms used
3. Non-integrated solutions may
• Force users to use separate software for each channel
• Can make agents less effective at customer service
• Lead to agent frustration and high turnover

14. OFFICE 365 AND CONTACT CENTERS
MOBILITY & BUSINESS
CONTINUITY
1. It’s becoming more important to enable people to take
calls at multiple locations with several devices
• Especially for subject-matter experts who may not take calls full time
• Mobility now means any device anywhere I work
2. O365 has seamless and secure external access
• Native contact center platforms leverage these capabilities
• Huge implications for:
• Speedy user onboarding
• Disaster recovery
• Remote workers
• Workers who move around or aren’t easily reachable on a desk phone

15. OFFICE 365 AND CONTACT CENTERS SIGNIFICANT COST SAVINGS
• PBX infrastructure elimination*
• Reduced or eliminated maintenance costs*
• Lower price-point per seat*
• Potential to deploy in areas other than contact center*
• Monthly invoicing for seats to more efficiently manage seasonality
• Operating expenditures vs. capital expenditures
* Dependent on native vs. non-native integration

16. OFFICE 365 AND CONTACT CENTERS OFFICE 365 ENVIRONMENT
(CallTower)

17. OFFICE 365 AND CONTACT CENTERS
HYBRID ENVIRONMENT
ON-PREM USER
(CallTower)

19. Removes communication barriers
Delivers a full range of contact center and telephony features
Enhanced flexibility with mobility
Skype for Business
On-Prem
CallTower
Hosted Skype
Skype for Business
Online
MICROSOFT CONTACT CENTER DEPLOYMENT OPTIONS
Industry leading UCaaS with native Skype for Business Contact Center solution

20. Clarity Hosting Partner for 2+ years
2016 Fastest Growing
10 Certified Clarity Experts on Staff
O365 Skype4B Online Federated Deployment
24x7x365 US-Based Support
Partners for 8 years
Certified SPLA Partner Since 2008
Cloud Service Provider
Currently running Skype for Business servers
Top 100 CSP Growth Partner

21. Skype Apps - Office 365 - Azure – UC Managed Service
Next Steps – Our gift to you!
• Cloud Project Planning
• Free ½ day session
• Covers your most pressing Office 365 workloads
• Contact Center Assessment
• Gap analysis
• Project roadmaps

22. Skype Apps - Office 365 - Azure – UC Managed Service
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