Computer Talk presentation

ComputerTalk - ice Contact Center for Skype for Business1
Contact Center for
Skype for Business
Skype for Business
Leveraging your Microsoft investment and
moving your contact center to Skype for
Business.

About ComputerTalk
Industry Outlook What we have learned over the last 6 months
Microsoft and ComputerTalk vs The Past
What ice add to Skype for Business
Deployment Scenarios Moving forward at your pace and how it makes sense for you.
Agenda

ABOUT COMPUTERTALK

Maker of ice contact center The intelligent communication exchange
Experts in delivering cloud and on-premises multimedia contact center
solutions
Only Microsoft native, full service contact center for O365 PSTN*
Microsoft Gold Certified Partner since 2005
o Gold Communications Partner
o Gold Application Development Partner
o Member of the Microsoft TAP program
o Contact Center member of the Microsoft Enterprise Cloud Alliance
ComputerTalk: Company Profile

INDUSTRY OUTLOOK
MARKET PERCEPTION OF SKYPE FOR BUSINESS AND CONTACT CENTER

A contact center is the central point of communication for customers and employees into an organization and from an organization to their customers and employees.
Contact centers handle all types of communication mediums voice, video, email, IM/webchat, SMS, social media, fax.
What is a Contact Center?

There isnt a viable multimedia Microsoft native contact center
They dont exist!!
Microsoft contact centers and Skype4B dont have the features we need
Microsoft contact centers dont scale to our needs
When we think of Microsoft, we certainly dont think of contact center
We want to more effectively leverage Skype4B
This is the contact center you are looking for..

ComputerTalk: Skype4B + Contact Center = ice
Multimedia Contact Center ACD,Speech IVR,
& IoT
Email, SMS, Webchat, IM, Social Media
Voice &Video
QA, Monitoring
& Recording
Speech Analytics
& BI
WFM, Analytics
& Reporting
Outbound Dialer,
Alerts & Surveys
Native CTI&
CRMScreenpops

Microsoft Advantage: Better Together
Voice
IM/Web chat
Video
Presence
Screen share
Collaboration
Email (Exchange)
Recording
Outbound
Database integration
SMS
Social
Fax
Voice
Screen share
Email
Database integration
Recording
Outbound dialing
Collaboration
I/M, Web chat, Presence
Skype4B + ice Cisco and Avaya

INDUSTRY OUTLOOK
CUSTOMER SERVICE AND HELP DESK

Customers Dictate How We Need To Communicate With Them

By 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker)
Industry Outlook
http://www.walkerinfo.com/customers2020/

Customer Experience is a Competitive Differentiator
Source: Deloitte

Channel Integration Continues to Struggle
Source: Deloitte

ComputerTalk: Skype4B + Contact Center = ice
Multimedia Contact Center ACD,Speech IVR,
& IoT
Email, SMS, Webchat, IM, Social Media
Voice &Video
QA, Monitoring
& Recording
Speech Analytics
& BI
WFM, Analytics
& Reporting
Outbound Dialer,
Alerts & Surveys
Native CTI&
CRMScreenpops

WHAT DOES ICE ADD TO SKYPE4B
FOR SYSTEM ADMINISTRATORS

Agent Management
Queue Management
Team Management
Coaching
Barge
Wall Boards
Enhanced Response Groups

Workflow designer is a powerful drag-and-drop graphical editor that seamlessly integrates:
ACD
IVR
Application Integration
Automated Attendant
System Administration
Dialer/Campaigns
Workflow Designer, Auto-Attendant and Administrator

Application Integrations-Universal Connectors
contact center
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FOR CONTACT CENTER SUPERVISORS

iceJournal is an integrated interaction viewer.
Agents, supervisors, and administrators can look up recorded and in progress interactions, view contact history, and perform agent evaluations.
Native ice recording does not require network intercepts*.
iceJournal-Integrated Interaction Viewer

Agent Management
Queue Management
Team Management
Coaching
Barge
Wall Boards
KPIs
iceManager-Real Time Monitoring

Historical Reports

FOR CONTACT CENTER AGENTS

iceBar:-The Agent Experience and Key to the 365 Cloud
Advanced Agent Experience:
Multiparty conference
Tagging with LOB codes
Screen pop
Queue stats
Call Controls
Agent initiated recording and recording privacy
Emergency notices
Advanced presence states-Not Ready reason codes
Presence of individual queues
Multi-contact handling
Core Customer Data
Maximize Screen Real-estate
This toolbar is the
key to our Office
365 integration

What is your unified communication strategy moving forward?o Legacy PBX (Avaya, Cisco)
oHybrid (Legacy PBX and Skype for Business IM/P)
o Full Enterprise Voice
oHosted PBX
Poll Question

SKYPE FOR BUSINESS AND ICE
CLOUD AND FOR O365 PSTN

ice and Skype for Business on ComputerTalk cloud
Skype for
Business
ice
User
ComputerTalk
Cloud
Customer
LegendTLS connection
Internet

ice Contact Center for Skype for Business + O365
PSTN UserSBC
[email protected]
Telephone
line
Legend
SIP
RTP (Media flow)
ice
SIP Trunk
Provider
ComputerTalk Data Center
Office 365 Cloud
Exchange UM
Internet
Skype for
Business
Conference
SFB (IM/Presence)
SFB (Voice-enabled)
PSTN

ON-PREM BASED DEPLOYMENT

On Premises Based Deployment
Customer
ice
User
Skype for
Business

HYBRID DEPLOYMENTS

ice in the Cloud, Skype for Business On Premises
Skype for
Business
ice
ComputerTalk
Customer
User
Federation
Internet

BENEFITS

Enhance Skype for Business
Consume Office 365 PTSN
Enhance customer service
Simplify contact center management
Minimize your network footprint
Maximize business intelligence
Summary-Putting it all together

THANK YOU AND NOW YOUR QUESTIONS!

ADDITIONAL QUESTIONS? WANT A DEMO?
EMAIL US! [email protected]
[email protected]

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