Daniel Pearson - @dcpearso John Regos - @jazman1973 Mario D’Silva.
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Contact Centers for Lync 2013 Daniel Pearson - @dcpearso John Regos - @jazman1973 Mario D’Silva EXL323
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Transcript of Daniel Pearson - @dcpearso John Regos - @jazman1973 Mario D’Silva.
Contact Centers for Lync 2013Daniel Pearson - @dcpearsoJohn Regos - @jazman1973Mario D’Silva
EXL323
Who am I?CIO IComm 7 Years (Telephony, SIP, Lync Enterprise Voice)
CEO PingCo 3 Years (Cloud, LaaS, IaaS)
Microsoft V-TSP Unified Communications
Connecting at TechEd
Session Objectives And Takeaways
Session Objectives Understand the types of call centers and integration methods available with Lync 2013
Key TakeawayLync is ready and has taken over the PBX, leveraging call center applications with Lync provides a complete solution
Agenda
Quick HistoryResponse GroupsReportingZeacomAspect
History
OCS 2007 R2OCS 2007 Lync 2013Lync 2010
Enterprise Voice Response Groups Attendant RoutingManager Role
Disaster Recovery
Contact Centre integration
What’s in the box?
Response GroupsMultiple call routing methods
Longest Idle, Serial, Attendant, Parallel, Round Robin
Presence based routingInteractive Voice Response (IVR)Call queuingMusic on Hold
Response Groups – Call Flow
INVITE +61 3 xxxx xxxx
Workflow
Welcome Message using TTS or WAV
Routing Engine
Business Hours
Holiday Set
Interactive / Hunt Group
Route to Match Making Service
Select Queue
Routing Method
Send’s available agents to call handler
INVITE sent to agents
Call Answered by Agent
RE-INVITE
200 OK
BYE
Demo
Response Groups
What can I get from the in-box reports?
Diagnostic logs“Thanks for reporting your issue – do you have logs with that?”Both diagnostic codes and media quality are collected and reported Correlate the user’s reported issue with the associated session reported via CDR/QoE Provides an objective view of the experience
Trend analysisUnderstand how to determine the scope of the issueWho else is impacted?How often does this happen?Why is it happening?
Monitoring service administrationWhat can be configured (CDR)Enable/disable monitoring of CDRsEnable/disable purging of CDRsLength of time to keep CDRsLength of time to keep error reports
What can be configured (QoE)Enable/disable monitoring of QoE dataEnable/disable purging of QoE dataLength of time to keep QoE data
Demo
Reporting
EsperaReal-Time display dashboard to advise agents of the current call status
Users know best time for breaks - better balance between breaks and customer service
Ideal for remote workers – Uses Lync communications Tunnelling no need to open up firewall.
EsperaStore unlimited customised reports.
Reports can be scheduled to be emailed every day, every week, every month.
Wrap up code reporting – report on the type of calls received within a Response Group
Integration Methods
Integration Methods
Direct SIPCalls are routed through an SBC or Lync directly to the platform.
UCMA
Integration through UCMA API. Lync remains in control of the call.
• Developed specifically for Lync• Leverages FE servers for call control• Uses conference nodes on AVMCU• Certified with Lync
• Voice path through Lync• Announcements and Queuing etc
completed outside Lync
Client Side API (UCMA)Voice remain outside of Lync and Client leverages Lync Client API.
• Allows presence enabled applications
• Can call functions from Lync client• Voice can be through Lync or SIP
phone (requires Direct SIP)
Mature Platform
Qualified Call Centers
Billing and enhanced Reporting
Software Defined NetworkingAttendant Consoles
Recording
6
1
1013
4
Zeacom
John Regos
Who Is Zeacom?
• Founded in 1994• Acquired in 2012 by Enghouse Interactive• 200+ employees with offices in SYD, MEL, BNE, NZ,
Asia, USA and UK
• 3,161 Contact Centre sites across 35 countries • 88,000+ Contact Centre Seats• On Lync already 1,000+ Contact Centre Seats
What We Do…
• Provide a Native Lync Multimedia Contact Centre• Operator Console• Skills Based Routing Including
• Voice (Inbound & Outbound)• Email, Web Chat, Social Media & Activity Queuing
• Process Automation• Complex IVRs• Integrating into CRMs (Microsoft Dynamic, SalesForce etc)• Enhanced Routing• Provide Integration for Work Force Management Solutions. (Shift track etc)
• Quality Management Suite• Call Recording, Agent Evaluation, Screen Capture and Application Recording
• Reporting and Administration
Our Customers…
Scale with Zeacom
• Supporting up to• 400 Agents• 1,000 Concurrent Calls in Queue• 3 Calls per Second (10,800 Calls Per hour)
Demo
Zeacom
Aspect SoftwareMario D’SilvaCountry Manager Australia & [email protected]
©2013 Aspect Software, Inc. All rights reserved
First ACD
First WFM
First Unified Architecture
First SIP Interoperability
Aspect – Microsoft Strategic Alliance
1973
1980
2000
2007
2008
Unified Communications Applications for the Contact Centre 2009
Synchronized Performance Optimization
First Dialer 1981
1996
Next-Generation Customer Contact 2012
Aspect HistoryNearly 40 Years of Industry Innovation for today’s organisations
©2013 Aspect Software, Inc. All rights reserved
Aspect Unified PlatformSystems deployed
Worldwide platform facts
Agents deployed
Agent size per system
Self-service ports per system
Supervisory and monitoring consoles
1,600+ systems | 40 countries
246,000+ agents
Up to 216,000
Up to 2,000 ports
Up to 200 per system
Availability ~99.999% uptime
Busy hour attempts/completions
Enterprise agent configuration Up to 40,000 agents
Up to 2,000 blended agents
A Trusted Partner in Building Customer-Company Relationships
©2013 Aspect Software, Inc. All rights reserved
Perennial Market Leader
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▸ Aspect continues to set new quality benchmarks
Leader
contact center
infrastructure market
2001-2012 2011 2011
#1 in outbound dialer
market share
North America
Performance verified contact
center architecture
Aspect FY12 Customer Wins with Lync in the Contact Center
What we do?
Deliver Seamless, Informed, Empowered Interactions
• Interaction Management, Workforce Optimization and Back Office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point.
©2013 Aspect Software, Inc. All rights reserved
Differentiated Next Gen: Aspect + Microsoft
35
Social & Collaboration Analytics Workflow & Routing Agent Controls Knowledge Resources
©2013 Aspect Software, Inc. All rights reserved
Enterprise solution leverages Lync to deliver Next-Generation experiences today
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– Access IM, Presence, Video, and Collaboration capabilities in addition to contact center functions
– Handle non-contact center calls from Microsoft Lync within the same Unified Agent Desktop
– “Find the expert” with search from Microsoft SharePoint 2010
Uses Microsoft Lync to Increase Collaboration Between the Contact Center and the Enterprise
©2013 Aspect Software, Inc. All rights reserved
Companies are able to Collaborate like never before
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Leverage Lync within the Contact Center and the Enterprise
©2013 Aspect Software, Inc. All rights reserved
Aspect Unified IP
Customer at Kiosk
Agents and Supervisors
MicrosoftLync
Aspect Unified IP
Video Kiosk Support with Microsoft Lync
Demo
Aspect
Design Considerations
Design ConsiderationsWhere are your users?
How are they connected?
Who will control voice?
Design Considerations
Direct SIPCalls are routed through an SBC or Lync directly to the platform.
UCMA
Integration through UCMA API. Lync remains in control of the call.
• Scale Lync FE to support conferencing
• Ensure availability of network to FE roles and services
• Voice path through Lync• Announcements and Queuing etc
completed outside Lync
Client Side API (UCMA)Voice remain outside of Lync and Client leverages Lync Client API.
• Allows presence enabled applications
• Can call functions from Lync client• Voice can be through Lync or SIP
phone (requires Direct SIP)
Session Objectives And Takeaways
Session Objectives Understand the types of call centers and integration methods available with Lync 2013
Key TakeawayLync is ready and has taken over the PBX, leveraging call center applications with Lync provides a complete solution
Developer Network
Resources for Developers
http://msdn.microsoft.com/en-au/
Learning
Virtual Academy
http://www.microsoftvirtualacademy.com/
TechNet
Resources
Sessions on Demand
http://channel9.msdn.com/Events/TechEd/Australia/2013
Resources for IT Professionals
http://technet.microsoft.com/en-au/
Keep Learning1. Download both Exchange Server 2013 and Lync Server 2013 and try in
your own environment
2. Trial Exchange and Lync Online
3. Contact your Microsoft or Partner Account Manager to arrange a time test drive Exchange and Lync in one of our Customer Immersion Experience Centres
4. Contact your Microsoft or Partner Account Manager to get a Lync business value assessment or an Exchange and Lync technical briefing
Track resourcesExchange Server Documentation – http://aka.ms/E15DocsExchange Team Blog – http://aka.ms/EHLOLync Server Documentation - http://aka.ms/Lync15DocsLync Server Team Blog – http://aka.ms/LyncBlogDownload Exchange and Lync Today!Contact your Microsoft or Partner Account Manager to arrange a time test drive Exchange and Lync at the Office Showcase
Track Resources contd.Qualified Lync Applicationshttp://technet.microsoft.com/en-us/lync/hh972602.aspx
Zeacomhttp://www.zeacom.com
Aspecthttp://www.aspect.com
Esperahttp://www.advatel.com.au/content/view/241/242
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
