Download - 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 isn’t a viable multimedia Microsoft native contact center

• They don’t exist!!

• Microsoft contact centers and Skype4B don’t have the features we need

• Microsoft contact centers don’t scale to our needs

• When we think of Microsoft, we certainly don’t 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

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:1

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:1


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]