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New Era.
New Customer Interface.

Daniel Jonathan Valik
Sr. Program Manager - Unified Communications
Microsoft HQ
What is
 Contact
 Center?



                       Technology Inside

                       How to build?


Who are the players?
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Mobility                       Social                   Cloud                               Big Data



                                                                                >80%distributed/ in                     49% priority for 2012 as the
                                                                                                                                    of CIOs rank BI
91%
of organizations expect
                                                       Social networking will
                                                       follow not just people
                                                       but also appliances,
                                                                                2012 will be
                                                                                             of new apps                top project

to spend on mobile
devices in 2012
                                                       devices and products
                                                                                deployed on clouds
                                                                                                                                                                  2.7
                                                                                                                                                                  zettabytes
                                    mobile apps


In 2012, mobile
                          85
                          BILLION
                                    will be
                                    downloaded
                                    in 2012
                                                  1/2 of
                                                  companies
                                                                                    The strategic focus
                                                                                    in the cloud
                                                                                    will shift                              2/3 willmobile apps developed
                                                                                                                                    of
                                                                                                                                                                  in 2012


                                                                                    in 2012                                 in 2012    integrate with analytics
devices will outship                              expect to use                                from infrastructure to       offerings
PCs by more than                                  internal social
                                                  network apps
                                                                                               application
                                                                                               platforms
                                                                                                                                                                   32%
2:1                                 =             in 2012
                                                                                34%
                                                                                                                                                                   of businesses
                                                                                                                                                                   are likely to
                                                                                                                                                                   invest in BI
and generate more                                                                                                                                                  and analytics
revenue than PCs                                                                of CIOs say technology as a service
                                                                                (cloud) will have the most profound                                                in 2012
for the first time
                                                                                effect on the CIO role in the future
Microsoft is On To Something…
Lync In The Contact Center - Quick Overview
http://channel9.msdn.com/tags/Lync/

http://msdn.microsoft.com/en-us/lync/gg132942.aspx
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Microsoft                                                                                                                                                                                     Chris Green
Online                                                                  Home   Outlook   SharePoint   | Admin                                                               settings | sign out


                                                                                                                                                                                          ADMIN
     Lucerne Publishing
                           support overview
     Admin Overview
                           help & community                                                              requests summary
                                                                                                         Requests assigned to you (5)
     Users & Groups          search help and community for a solution
                                                                                                         Open requests (27)
     Users                 Get support from the Microsoft Online Community
                                                                                                         Requests that require action (14)
     Security Groups                                                                                     Recently updated requests (2)
     Domains               today’s hot topic                                                             Closed requests (74)
                           Formatting your intranet site                                                 All requests (117)
     Synchronization
     Identity Federation
                           quick solutions to common issues
                           Reset a Microsoft Office Outlook password
     Service Settings      Add more than one user at a time                                               diagnostic tool
                           Resolve sign-in issues with Office Outlook                                     use this tool to collect data for the technical support team to
     Exchange              Add a domain
     SharePoint            Delete documents                                                               troubleshoot your issue
     Communicator                                                                                         Download the diagnostics tool

                           delegated administrators
     Subscriptions         Manage your delegated administrators

     Billing
     Additional Services


     Support
     Overview
     Support Requests
     Services Health
Microsoft                                                                                                                                                                             Chris Green
Online                                                                    Home       Outlook   SharePoint   | Admin                                                            settings | sign out

                                                                                                                                                                                    ADMIN
     Lucerne Publishing
                           support requests
     Admin Overview          New request | Close request | Reopen request

                             View:           All support requests (117)                        6                                            Search all requests            Status
     Users & Groups
     Users                                                                   Opened 6
                                                                                                   Last modified
                                     Title                                                                            Reference number   Assigned to              Status
     Security Groups
     Domains
                                     Cannot add user                             Jul 1 2010         Jul 1 2010        48-412-513-5578    Microsoft                Open
     Synchronization
     Identity Federation
                                     SharePoint unknown storage issue            Jun 8 2010         Jun 8 2010        48-412-513-5560    ChrisG@lucern...         Action required

     Service Settings
                                     License Count not accurate                  Jun 6 2010         Jun 6 2010        48-412-513-5555    Abel Jane & Co.          Closed
     Exchange
     SharePoint
     Communicator                    Reset Password Issue                        Jun 5 2010         Jun 6 2010        48-412-513-5542    Microsoft                Updated


                                     Bad input on CSV                            Jun 4 2010         Jun 4 2010        48-412-513-5502    TimA@lucerne...          Closed
     Subscriptions
     Billing
                                     Service Down                                Jun 3 2010         Jun 5 2010        48-412-513-5503    EricM@lucern...          Action required
     Additional Services

                                     License Question                            Jun 1 2010         Jun 6 2010        48-412-513-5556    Abel Jane & Co.          Open
     Support
     Overview
                                     Password Issue                              Apr 30 2010        Jun 1 2010        48-412-513-5549    Microsoft                Updated
     Support Requests
     Services Health
                                     Bad output on CSV                           Apr 4 2010         Apr 4 2010        48-412-513-5505    ChrisG@lucern...         Action required


                                     Migration                                   Apr 3 2010         Apr 5 2010        48-412-513-5506    Microsoft                Closed
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
• Scenario:   Technical Sales and Solution Sales Support for
  customer    FAQ

• ROI:        Revenue generation, customer satisfaction, Sales
  cycle

• Products:   O365 and Lync
Lync In The Contact Center - Quick Overview
• Scenario:   New support at Microsoft

• ROI:        65% faster MSFT – agent connect

• Products:   All
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Lync In The Contact Center - Quick Overview
Davalik@Microsoft.com

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Lync In The Contact Center - Quick Overview

  • 1. New Era. New Customer Interface. Daniel Jonathan Valik Sr. Program Manager - Unified Communications Microsoft HQ
  • 2. What is Contact Center? Technology Inside How to build? Who are the players?
  • 6. Mobility Social Cloud Big Data >80%distributed/ in 49% priority for 2012 as the of CIOs rank BI 91% of organizations expect Social networking will follow not just people but also appliances, 2012 will be of new apps top project to spend on mobile devices in 2012 devices and products deployed on clouds 2.7 zettabytes mobile apps In 2012, mobile 85 BILLION will be downloaded in 2012 1/2 of companies The strategic focus in the cloud will shift 2/3 willmobile apps developed of in 2012 in 2012 in 2012 integrate with analytics devices will outship expect to use from infrastructure to offerings PCs by more than internal social network apps application platforms 32% 2:1 = in 2012 34% of businesses are likely to invest in BI and generate more and analytics revenue than PCs of CIOs say technology as a service (cloud) will have the most profound in 2012 for the first time effect on the CIO role in the future
  • 7. Microsoft is On To Something…
  • 12. Microsoft Chris Green Online Home Outlook SharePoint | Admin settings | sign out ADMIN Lucerne Publishing support overview Admin Overview help & community requests summary Requests assigned to you (5) Users & Groups search help and community for a solution Open requests (27) Users Get support from the Microsoft Online Community Requests that require action (14) Security Groups Recently updated requests (2) Domains today’s hot topic Closed requests (74) Formatting your intranet site All requests (117) Synchronization Identity Federation quick solutions to common issues Reset a Microsoft Office Outlook password Service Settings Add more than one user at a time diagnostic tool Resolve sign-in issues with Office Outlook use this tool to collect data for the technical support team to Exchange Add a domain SharePoint Delete documents troubleshoot your issue Communicator Download the diagnostics tool delegated administrators Subscriptions Manage your delegated administrators Billing Additional Services Support Overview Support Requests Services Health
  • 13. Microsoft Chris Green Online Home Outlook SharePoint | Admin settings | sign out ADMIN Lucerne Publishing support requests Admin Overview New request | Close request | Reopen request View: All support requests (117) 6 Search all requests Status Users & Groups Users Opened 6 Last modified Title Reference number Assigned to Status Security Groups Domains Cannot add user Jul 1 2010 Jul 1 2010 48-412-513-5578 Microsoft Open Synchronization Identity Federation SharePoint unknown storage issue Jun 8 2010 Jun 8 2010 48-412-513-5560 ChrisG@lucern... Action required Service Settings License Count not accurate Jun 6 2010 Jun 6 2010 48-412-513-5555 Abel Jane & Co. Closed Exchange SharePoint Communicator Reset Password Issue Jun 5 2010 Jun 6 2010 48-412-513-5542 Microsoft Updated Bad input on CSV Jun 4 2010 Jun 4 2010 48-412-513-5502 TimA@lucerne... Closed Subscriptions Billing Service Down Jun 3 2010 Jun 5 2010 48-412-513-5503 EricM@lucern... Action required Additional Services License Question Jun 1 2010 Jun 6 2010 48-412-513-5556 Abel Jane & Co. Open Support Overview Password Issue Apr 30 2010 Jun 1 2010 48-412-513-5549 Microsoft Updated Support Requests Services Health Bad output on CSV Apr 4 2010 Apr 4 2010 48-412-513-5505 ChrisG@lucern... Action required Migration Apr 3 2010 Apr 5 2010 48-412-513-5506 Microsoft Closed
  • 18. • Scenario: Technical Sales and Solution Sales Support for customer FAQ • ROI: Revenue generation, customer satisfaction, Sales cycle • Products: O365 and Lync
  • 20. • Scenario: New support at Microsoft • ROI: 65% faster MSFT – agent connect • Products: All

Notes de l'éditeur

  1. Slide Objective:Now talk about the ideal communications and collaboration experience. Discuss and share how people described their ideal communications and collaboration experience,from the perspectives of both IT and business (end) users.Talking Points:When asked about the ideal communications experience, users described it in various ways:Some of the themes that emerged were how people felt the need to be valued, capable, and connected in their daily work and communications.Users talked about creating connections with people, as opposed to just communicating or delivering a message.Users wanted to be connected to what is going on, even when working remotely, across the hall or across the globe.Users wanted to be connected from within what they are working on—instead of having to “application hop” just to find the information they need.These word maps were helpful for us in defining the focus of our solution. We knew this solution had to be seamless and integrated and a natural part of the work that users do, instead of an assortment of technologies acquired from different places and “duct taped” together. Communication is more than just transmission and receipt of a message; it is also about creating a connection with someone.So, what are the barriers to having this connected experience at work? Lets discuss them.
  2. KPI’s offer the end user to see real time health of critical metrics. The KPI’s are user defined and can be customized.
  3. Chris navigates to the “Support Requests” link on the bar.In the demo, anywhere will take you forward to the “Service Requests”; for clarity you should navigate to what would be the true link.
  4. Chris has noticed that he has a number of open SR’s that require his attention.He clicks on the “action required” section of the first SR listed: “cannot add user”
  5. Rebecca receives a screen pop in a pane within her Lync client.