Making Service Effortless De perfecte match tussen het Customer Interaction Center en Lync. Wesley Boudzovitch & Christian Schelhaas 10 juni 2015

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1 Making Service Effortless De perfecte match tussen het Customer Interaction Center en Lync Wesley Boudzovitch & Christian Schelhaas 10 juni 2015

2 Interactive Intelligence! Visie & mission

3 20 Years of best practices in communication, collaboration and customer engagement customers globally Recognized industry leader in contact center 60% of new business orders are delivered as a cloud solution Rapid, flexible deployment options Single, open platform for collaboration, communications, and customer engagement Focus on delighting customers Innovative and focus on meeting customer requirements. 20% revenue in R&D

4 Recognized as a CC leader by analysts This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Interactive Intelligence in the latest newsletter at Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

5 Communications Markets in Motion Collaboration Communications Customer Engagement

6 Collaboration & Communications Offering Broad set of applications - IP PBX, IM, presence management, conferencing, unified messaging, collaboration, and more All-in-one platform Highly scalable Open, software-based with many back-office integrations Advantages Reduces TCO Delivers contact center and enterprise functionality on a single platform Enhances collaboration and productivity

7 Customer Engagement Offering All-in-one, software-based, open Broad set of applications multichannel ACD, mobile, reporting, CRM and UC integrations, WFO, voice self-service, outbound dialing and scripting Highly scalable Available on-premises or as a cloud service Advantages Reduces costs, simplifies administration, customization, and reporting Offers flexibility, interoperability, cost-effective growth Provides lower TCO and rapid ROI

8 Broad functionality

9 Geheel is meer dan de som der delen + = 5

10 Where do we come together? Customer Interaction Center Unified Communications CTI, ACD, IVR, multi-media KTO Workforce Management Interaction Recording & QM Real-time statistics Interactive Voice Response Unified messaging Video calls Screen sharing Collaboration Online meeting Reporting Quantitative Areas of Overlap Communication Tools UC, Calls, PM

11 De uitgangspunten Like Skype for Business: Focus op enterprise unified communications Out-of-the-box Lync levert geen schaalbare, robuuste contact center oplossing Microsoft heeft een open UC framework gecreëerd waarmee het mogelijk is om een nauwe integratie met Lync te realiseren Visie Interactive Intelligence: Primaire contact center oplossing voor Microsoft Lync, voor mid- en grootzakelijke omgevingen

12 Microsoft certificering Certificaten Microsoft Lync 2010 & 2013

13 USP s integratie CIC-Skype for Business Multi-channel klanten service: Integratie front- & backoffice Agenten toegang geven tot UC functionaliteiten, IM / video etc, ter verbetering klantervaring en verhogen efficiëntie Vergroten first contact resolution en klanttevredenheid door aanbieden van de juiste informatie op het juiste moment All-in-One oplossing: Centraliseren van multi-channel afhandeling, configuratie, beheer en management informatie Gereduceerde kosten: Multi-channel convergentie = minder beheer & integratie Standaard hardware of virtualisatie

14 Integratie overzicht Features: Uitgebreide, gesynchroniseerde, presence integratie Centrale directory, Lync enabled Endpoint ondersteuning (direct SIP) UC functionaliteit vanuit CIC Geen noodzaak voor gebruik 2 clients Toegang tot rijke CIC feature set

15 Presence Management CIC Desktop Client Lync Client

16 Gebruikte endpoints Endpoints registreren altijd met Lync CIC integreert met Lync certified endpoints Middels CIC client-plugin wordt auto-off-hook toegepast, gelijk aan ieder ander SIP device

17 Gebruikers interface

18 Integratie overzicht Lync gebruikers in de IC directory IM Audio call Start Video Call Start Desktop Sharing

19 Integratie overzicht Lync gebruikers in de IC directory Zoeken naar expertise Bekijken Lync presence Eigenschappen gebruiker(s) Start desktop sharing

20 Samengevat Integratie Skype for Business & Interactive Intelligence Best of both worlds: enterprise UC & enterprise contact center Maximale integratie front- en backoffice Optimaal gebruik van presence functionaliteiten Optimaal gebruik standaard hard- en software componenten

21 INTERACTIVE INTELLIGENCE INC.