Contemporary Unified Communications and Contact Center: Better Together
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Transcript of Contemporary Unified Communications and Contact Center: Better Together
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
UC and CC: Lync and CIC
Doug SplinterVP, Sales Engineering
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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&A
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Session Goal
• 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 overview
Why are we here?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Components of and Functions Provided by The Microsoft UC Stack
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft’s Pre-Integrated Business Productivity Platform
BEST PRODUCTIVITY EXPERIENCE
ACROSS PC, PHONE, AND BROWSER
THE CLOUD ON YOUR TERMS
ON-PREMISES
ONLINE
Content Collaboration CommunicationsMessaging
Active Directory ServicesIdentity
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Introducing Microsoft Lync 2010
Instant Messagingand Presence
Enterprise VoiceAudio, Video,Web Conferencing
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft Lync 2010
– 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 integration
What is in the box:
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft Exchange 2010
• 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 Archiving
What is in the box:
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
New Connected Experience
Find and connect with the right people
People SearchSkill Search Activity Feed
Stay connected with your network
Unified Contact Store
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Communicate in Context
Anywhere access to email and IMExchange provides built-in antivirus and antispam software and Outlook Web App for email and instant messaging
Streamlined communicationsUse a single user interface for IM/presence, voice, video, and application sharing
Voice mail previewAccess voice mail and voice mail text preview from anywhere; communicate without switching applications
ignoreconversation
audio playback
contextual contact options
text preview of voicemail
escalate to voice, video, desktop sharing
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
save directly to SharePoint
in-context collaboration
authoring context and presence
related content
get things done faster and more easily
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Work together in real time
coauthoring
presence
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Stay Connected to Your Social Network
conversation view for easy email management
social news feed in Outlookoffline access keeps you productive anywhere
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Authentication
Administration
Storage
Compliance
Unified Experience
Self Service & Speech
E-mail andCalendaring
WebConferencing Telephony
Audio & Video
Conferencing Voice MailInstant
Messaging (IM)
Common Communication Silos
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperience
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperienc
e
Authentication
Administration
Storage
User Experienc
e
Authentication
Administration
Storage
UserExperienc
e
Authentication
Administration
Storage
User Experienc
e
Telephony and
Voice Mail
InstantMessaging
E-mail andCalendaring
Unified Conferencing: Audio, Video,
Web
The Microsoft Unified Communications Offering
On-Premises In the Cloud
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft UC and CIC:Better Together!
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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• Features are being advanced in CIC 4.0
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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 offerings
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Key overlap areas
• 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 Meetings
Between CIC and Lync
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Key differentiating areas
• 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…
Between CIC and Lync
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Functional Goals of Combining
• 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 agents
Playing the right role for your company
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
For CIC Agents – Presence Data
• 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 client
Server-side and Client-side
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Integration Step 1: Presence
• 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 Call
Both CIC and Lync offer presence services
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
ININ CIC and Microsoft LyncPresence Sync- The issue is, they don’t “match up”
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
CIC Agent Presence Mapping
• In rev. 3.0– Base state mapping– All to the same
• In rev 4.0 (released!)– Advanced state mapping
CIC Voice with Lync joint client - Current/Future
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Remote Call Control
• 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 Lync
Used if CIC is your PBX for “regular”, AND you run Lync for collaboration
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync as a Voice client for CIC agents
• 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 scenarios
Rev. 3.0 integration
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync as a Voice client for CIC agents
• 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 status
Rev. 4.0 integration
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Demos
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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 management
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Q & A
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Remote Call ControlLync as collaboration, CIC as the phone system
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync Voice and Remote Call ControlCIC Agents do not run Lync; mixed PBX from Lync and CIC
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Lync Voice and Remote Call ControlCIC Agents may or may not run Lync; mixed PBX
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Full CIC and Microsoft LyncEnd goal: Ad-hoc mix; agents and regular users on both systems
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Thank You!
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012