20. Lync 2013
'13 jan +230 millió user
'12 márc
12000+ 50 millió TV
4500 20 millió Kinect
'11 márc
2500
21.
22. Titkárnői funkciók, Cella telítettség – cella bővítés
Kapcsolás, körbecsörgetés
3+ fő HD vs GSM
Hívás rögzítés, elmentés és megosztás Vonal megszakadás, térerő
Kiléptetés
Másik fél némítása
22
23.
24.
25. Customer web support
Outbound
communication
Context sensitive
routing
Skips IVR
Escalate to voice call
Chat
routing, distribution
logics
Set of agents, relevant
skills
Service availability
hours, dates
Agent supporting
scripts Webchat
forLync
26. Integrates your internal and external chat
platform.
Increasing the reach of web portal CE Web Chat
delivers customized information and instant
service.
Highly customizable web client to
embed into external and internal
portals
Chat routing, distribution logics
Set of agents, relevant skills
Service availability hours, dates
Webchat
forLync Agent supporting scripts and rules for
integrated applications
27. Fully featured
Contact Centre
solution:
Inbound ACD
Multi-media:
Voice, Email, Ch
at
Outbound
Call Recording
Self-Service
(IVR)
CRM integration
28. Fully featured Contact Centre solution:
Inbound ACD
Multi-media: Voice, Email, Chat
Outbound – Preview & Progressive
Call Recording
Self-Service (IVR)
Closely integrated with Lync
CRM (and other business apps)
integration
32. • Tier 2 – Remote supporters
Call arrives after 10 sec waiting
• Tier 3 – All free supporters
ACD logic routes it to T2 agents
o On no 3 group has a Lync call in ACD
Tier answer kick out and rings next
After 10sec user can receive IVR (wait/register
Rings everybody in the group
the problem through IVR/leave message)
On wait or no answer – group is transparent
o Name of response transfer to Tier 3
Cont Expert calls Lync it can be routed to
After 10 seconds a specific response
group
Voice mail
o Call exits CC and enters into Lync phone system