Making Service Effortless De perfecte match tussen het Customer Interaction Center en Lync
Wesley Boudzovitch & Christian Schelhaas
10 juni 2015
Interactive Intelligence! Visie & mission
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20 Years of best practices in communication, collaboration and customer engagement 6000+ 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
Recognized as a CC leader by analysts
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Communications Markets in Motion
Collaboration Communications Customer Engagement
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
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
Broad functionality
Geheel is meer dan de som der delen
+
= 5
Where do we come together? Customer Interaction Center
Unified Communications
• CTI, ACD, IVR, multi-media
• Unified messaging
• KTO
• Video calls
• Workforce Management
• Screen sharing
• Interaction Recording & QM
• Collaboration
• Real-time statistics
• Online meeting
• Interactive Voice Response Areas of Overlap
• Reporting Quantitative
• Communication Tools UC, Calls, PM
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
Microsoft certificering Certificaten Microsoft Lync 2010 & 2013
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
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
Presence Management
CIC Desktop Client
Lync Client
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
Gebruikers interface
Integratie overzicht Lync gebruikers in de IC directory IM Audio call Start Video Call Start Desktop Sharing
Integratie overzicht Lync gebruikers in de IC directory Zoeken naar expertise Bekijken Lync presence
Eigenschappen gebruiker(s) Start desktop sharing
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
INTERACTIVE INTELLIGENCE INC. www.inin.com
