Computer Talk presentation

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    10-Jan-2017
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Transcript of 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.

  • ComputerTalk - ice Contact Center for Skype for Business2

    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

  • ComputerTalk - ice Contact Center for Skype for Business4

    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

  • ComputerTalk - ice Contact Center for Skype for Business6

    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?

  • ComputerTalk - ice Contact Center for Skype for Business7

    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 - ice Contact Center for Skype for Business8

    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

  • ComputerTalk - ice Contact Center for Skype for Business9

    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

  • ComputerTalk - ice Contact Center for Skype for Business11

    Customers Dictate How We Need To Communicate With Them

  • ComputerTalk - ice Contact Center for Skype for Business12

    By 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker)

    Industry Outlook

    http://www.walkerinfo.com/customers2020/

  • ComputerTalk - ice Contact Center for Skype for Business13

    Customer Experience is a Competitive Differentiator

    Source: Deloitte

  • ComputerTalk - ice Contact Center for Skype for Business14

    Channel Integration Continues to Struggle

    Source: Deloitte

  • ComputerTalk - ice Contact Center for Skype for Business15

    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

  • ComputerTalk - ice Contact Center for Skype for Business17

    Agent Management

    Queue Management

    Team Management

    Coaching

    Barge

    Wall Boards

    Enhanced Response Groups

  • ComputerTalk - ice Contact Center for Skype for Business18

    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

  • ComputerTalk - ice Contact Center for Skype for Business19

    Application Integrations-Universal Connectors

    contact center

    http://images.google.ca/imgres?imgurl=http://www.btlc.co.uk/Content/Images/logos/logos_75/mitel_blue_logo.jpg&imgrefurl=http://www.btlc.co.uk/Default/Mitel_Business_Phone_Systems.aspx&usg=__5HoFxvm_qQhcbvDBwto4W-OY02I=&h=697&w=1728&sz=150&hl=en&start=1&itbs=1&tbnid=YcR0fpBBtlgyoM:&tbnh=61&tbnw=150&prev=/images?q=Mitel+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://images.google.ca/imgres?imgurl=http://www.btlc.co.uk/Content/Images/logos/logos_75/mitel_blue_logo.jpg&imgrefurl=http://www.btlc.co.uk/Default/Mitel_Business_Phone_Systems.aspx&usg=__5HoFxvm_qQhcbvDBwto4W-OY02I=&h=697&w=1728&sz=150&hl=en&start=1&itbs=1&tbnid=YcR0fpBBtlgyoM:&tbnh=61&tbnw=150&prev=/images?q=Mitel+logo&hl=en&sa=G&gbv=2&tbs=isch:1

  • WHAT DOES ICE ADD TO SKYPE4B

    FOR CONTACT CENTER SUPERVISORS

  • ComputerTalk - ice Contact Center for Skype for Business21

    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

  • ComputerTalk - ice Contact Center for Skype for Business22

    Agent Management

    Queue Management

    Team Management

    Coaching

    Barge

    Wall Boards

    KPIs

    iceManager-Real Time Monitoring

  • ComputerTalk - ice Contact Center for Skype for Business23

    Historical Reports

  • WHAT DOES ICE ADD TO SKYPE4B

    FOR CONTACT CENTER AGENTS

  • ComputerTalk - ice Contact Center for Skype for Business25

    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

  • ComputerTalk - ice Contact Center for Skype for Business26

    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

  • ComputerTalk - ice Contact Center for Skype for Business28

    ice and Skype for Business on ComputerTalk cloud

    Skype for

    Business

    ice

    User

    ComputerTalk

    Cloud

    Customer

    LegendTLS connection

    Internet

  • ComputerTalk - ice Contact Center for Skype for Business29

    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

  • SKYPE FOR BUSINESS AND ICE

    ON-PREM BASED DEPLOYMENT

  • ComputerTalk - ice Contact Center for Skype for Business31

    On Premises Based Deployment

    Customer

    ice

    User

    LegendTLS connection

    Skype for

    Business

  • SKYPE FOR BUSINESS AND ICE

    HYBRID DEPLOYMENTS

  • ComputerTalk - ice Contact Center for Skype for Business33

    ice in the Cloud, Skype for Business On Premises

    Skype for

    Business

    ice

    ComputerTalk

    Customer

    User

    LegendTLS connection

    Federation

    Internet

  • BENEFITS

  • ComputerTalk - ice Contact Center for Skype for Business35

    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]