Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX and Contact CentersInnovations around Skype for Business Voice!
Skype Apps - Office 365 - Azure – UC Managed Service
Agenda• Intros • Options for Cloud PBX• Microsoft’s updates• Partner innovations• Hosting options
Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX with On-premises PSTN Connectivity
Office 365
Customer Premises
PSTNPSTN Calls
Existing Telephony
Infrastructure
Skype for BusinessServer Software
Split Domain
Skype Apps - Office 365 - Azure – UC Managed Service
PSTN Calling with Cloud PBX
Signaling
Media
Office 365CustomerPremises
PSTNPSTN Calls
Skype Apps - Office 365 - Azure – UC Managed Service
Cloud PBX: Anticipated RoadmapAuto AttendantsCall queuesVideo Interop (Polycom)TranslationGCC Cloud UpdatesContact Center
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.
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
OFFICE 365 AND CONTACT CENTERS AD HOC COMMUNICATIONS
Office 365 with added functionality is an AMAZING tool
Lunch?
Reset My Password?
Does Ins
urance
Cover?
Did you watch GOT?
Review document?
Where’s My Order?
Invoice Payment Status?
Client
Vendor
OFFICE 365 AND CONTACT CENTERS
MANAGED COMMUNICATIONS
Bring structure where it’s needed
Automated AttendantsQueuingSkills-base routingMetricsReporting
Lunch?
Reset My Password?
Does Insurance Cover?
Did you watch GOT?
Review document?
Where’s My Order?
Invoice Payment Status?
Client
Vendor
CONTACT CENTER
OFFICE 365 AND CONTACT CENTERS USE CASE
Financial Aid Office: Call center without UC
Old ProcessAverage Resolution Time: 9.3 Days
OFFICE 365 AND CONTACT CENTERS USE CASE
Financial Aid Office: The Collaborative Contact Center
New ProcessAverage Resolution Time: 15 minutes
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
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
OFFICE 365 AND CONTACT CENTERS
MOBILITY & BUSINESS CONTINUITY
1. It’s becoming more important to enable people to takecalls 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
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
OFFICE 365 AND CONTACT CENTERS OFFICE 365 ENVIRONMENT
(CallTower)
OFFICE 365 AND CONTACT CENTERS
HYBRID ENVIRONMENT ON-PREM USER
(CallTower)
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 OPTIONSIndustry leading UCaaS with native Skype for Business Contact Center solution
Clarity Hosting Partner for 2+ years2016 Fastest Growing
10 Certified Clarity Experts on StaffO365 Skype4B Online Federated
Deployment 24x7x365 US-Based Support
Partners for 8 yearsCertified SPLA Partner Since 2008
Cloud Service ProviderCurrently running Skype for Business
serversTop 100 CSP Growth Partner
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
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