This document provides an overview of new developments in technology including mobility, social media, cloud computing and big data that will impact businesses in 2012. Key points include:
- Mobile devices will outship PCs 2:1 and generate more revenue than PCs for the first time.
- 85 billion mobile apps will be downloaded in 2012 with over half of companies expecting to use internal social network apps.
- Cloud computing deployment will shift from infrastructure to application platforms, with technology as a service having the most profound effect on CIO roles.
- Big data and business intelligence/analytics will be a priority for organizations, with two thirds planning to integrate mobile apps with analytics offerings.
Whats New In Microsoft Lync Server 2010 Launch Presentation Speaker Daniel J ...
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
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
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.
KPI’s offer the end user to see real time health of critical metrics. The KPI’s are user defined and can be customized.
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.
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”
Rebecca receives a screen pop in a pane within her Lync client.