Hear Daniel Valik of Microsoft’s Global Business Operations and Customer Care team speak about the impact of deploying Lync and Clarity Connect for Microsoft’s internal contact centers. Daniel will present measured cost savings and ROI metrics Microsoft IT themselves have achieved by implementing a native Lync application. Clarity will discuss the benefits of leveraging the Lync API platform to build Lync-powered applications. This allows organizations to take full advantage of Microsoft’s investments in making Lync the leading unified communications platform.

1. Powering Your Contact Center
with Lync – Natively!
Webinar - May 29th, 2013

2. Value of Lync and Skype
in the Contact Center
Daniel Jonathan Valik
Sr. Program Manager Lync-Skype
@ Customer Care
CSS - Microsoft Corporation
Davalik@Microsoft.com

3. Lync @ Customer
Support Microsoft
How to build?
Evolution Contact
Center?

4. Want to connect?  Linkedin

5. The Evolution of Contact Centers

11. Business Case:
Goal:
Outcome:

12. Example Scenario:
Workflow:
1. Customer calls into a toll free number
2. Customer gets connected to Clarity Connect IVR
and Skills Based Routing engine
3. First available sales agent gets connected to
customer by Lync via Clarity Connect
4. Advertising Sales reports and tracks each
activity against revenue quota

13. Outcome:
• telephony (routing) cost and less legacy equipment

14. 12.5million
Users
88markets
launched on June 27th

15. Initiate
Identify
Customer
Need
Assessment
Troublesho
ot
Entitle
Customer
Research &
Resolve
Escalate
Resolve and
Close
Create
Ticket (CAP
SR)
Create
Ticket (MS-
SOLV SR)
Customer
Research
and Self-
Help
Reduce Time with Automation and Collaboration/Communication interface Integration of Lync and Line of
Business application

17. Did you hear about IMQA?

18. "
Amazon (Print Version)
Amazon (Ebook)
PacktPub
Barnes & Noble

20. Powering Your Contact Center
with Lync – Natively!
May 29th, 2013

21. UC Practice Area
• Focused entirely 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, Lync MVP
(development focused)

22. UC Practice Area
• A Series of Firsts
– Built first native Lync Contact Center
– First to demonstrate Skype termination into 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

23. CLARITY CONNECT

24. Why is the Contact Center So Difficult?
• “Contracting is arduous”
Feature based, modular, role based
• “Licensing is costly”
• “Costly Pro Services required”
Installation, customization, upgrades
• “Installation is lengthy, complex”
Servers, desktop clients, supervisor, agents roles
• “Maintaining is expensive/custom”
• “Upgrades are time consuming, expensive”
24

25. Lync and Connect – A Simplified Approach
• Lync Native Solution
– Built on high level API’s
– Call never leaves Lync. Call delivered to Lync client.
• Easy to install and to integrate with Lync
– Functions like another Lync server role
– Simple setup, less maintenance required
• Simplified operational structure
– Monitoring, management
– Call control
• Scales with Lync
• Simplified pricing model!!!
25

26. Clarity Value Proposition
“Clarity Connect is a true UC Contact Center as opposed to UC-enabled one.
Connect uses Lync as an underlying voice platform to anchor the call and the Lync
client extension window for delivering agent desktop related functions.”
Aamer Kaleem, Chief Technology Officer – Lync Enterprise Voice at Microsoft.
26

27. Integrated vs. Native
Lync Server Environment
PSTN Phone
PSTN
PSTN Gateway
Lync Servers
PC with Lync Client
Non-Native Contact
Center System
1 2
36
5
presence information
4
Lync Integrated

28. Integrated vs. Native
Lync Server Environment
PSTN Phone
PSTN
PSTN Gateway
Lync Servers
1 2
3
Application Server(s)
PC with Lync Client
4
control via APIs
Lync Native

29. Zero Client Footprint

30. Clarity Connect - Functionality
• IVR
• Skills Based Routing/ACD
• Call Recording
• Dashboard
• Call Reporting
• Screen Pop
• Data Dips
30

31. Deployment Options
• Lync On-Prem
– Clarity Connect On-Prem
– Hosted Clarity Connect
• Partner Hosted Lync
– Hosted Clarity Connect
• Office 365 – Lync On Line
– Hosted Clarity Connect

32. Licensing Model
• Not feature-based or module pricing
• On Prem Pricing is derived by only three variables
– # of concurrent channels
– # of servers
– # of named agents (Support)
• Fee is all-inclusive, so no separate costs for # of call centers

33. Next Steps
• Next Webinar
– June 13th, 10:00 am CST
– https://clicktoattend.microsoft.com/en-
us/Pages/EventDetails.aspx?EventID=170355
– Inside Clarity Connect
– 1 hour demo of
• IVR – building of call flows
• Management – managing agents, queues, skills
• Agent experience
• Roadmap – Skype, web chat

34. In the Mean Time
Craig Reishus
312-863-3415
craig.Reishus@claritycon.com
sip:craig.Reishus@claritycon.com
http://connect.claritycon.com/
Videos, White Papers, Case Studies