a closer look at a microsoft teams contact centre...and ignite for many years •over 600 customers...

Anna Stokes, Enghouse Interactive

A Closer look at a Microsoft Teams Contact Centre

Microsoft + Enghouse

• 12+ Years as a Co-Development Partner

• Member of Microsoft’s Technology Adoption Program (TAP) for Lync, Skype and Teams

• “Native” integrations dating back to 2008

• Presented alongside Microsoft at Inspire and Ignite for many years

• Over 600 customers on Skype for Business

• Teams Solutions in Microsoft’s Certification Program right now

OCS

Lync

Skype for Business

Teams

2007

2010

2015

2018

Blending strategy

Connect

Extend

Power

Conversations

Experiences

Workflow

Insights

Network

The Teams | Contact Centre Boundary

IntelligentQueuing

&

Routing

Email

Web/Mobile

CRM

Unified Communications Contact Centre

Self-Service

FAQs/KM

Reporting& Analytics

CollaborationAgent

Productivity

Customer History &

Transactions

Recording & Quality

Management

IMVoice Video

Presence

Documents & Information

Collaboration

Eliminate Business Silos

FINANCE

SALES

CONTACT CENTRE

DESPATCH

PRODUCT

Connect the Contact Centre

FINANCE

SALES

CONTACT CENTRE

DESPATCH

PRODUCT

Agents homed on Microsoft Teams

Enghouse InteractivePrivate Cloud OR On Premises

SIPSBC

PSTN

Teams Direct Routing

Teams and Enghouse Interactive

◆ Anton video

Presence Server – Teams Connector



SIP

Microsoft Presence APIs

SBC

PSTN


Teams Direct Routing

SBC




Presence Server – Teams Connector

The value of Teams Collaboration:

Consult with your Experts

Get timely assistance

Practical support

Imagine this …

CLINIC: Just checking in after your procedure.How are you feeling?

PATIENT: Actually I’m experiencing some pain.Anything I should do?

Queue

Can we talk over video? Click this link and show me the injury.

Can I take codeine for the pain?AI

BOT

No, that has a negative interactionwith your current medications.

Let me see if your team is available.

Let’s re-wrap the wound together.

The triage nursing group has a 72% resolution rate.

Patients are 2.3 times more satisfied with care from a female nurse.

Queue

Taking it to the next level…

AI

BOT

Omni-channel contact centre

UC and AI-enabled contact centre

video

negative interaction

team

Queue

How do we make this work?

Support for full omni-channel contact centre management.

Delivery of calls (and other interactions) to Teams users.

Use of AI (cognitive services) for customer/agent assistance.

Customer-specific teams, with presence, used for collaboration.

Advanced analytics and customer insights for managers.

1.

2.

3.

4.

5.

What does it look like?

IM, Call & VideoCollaboration

Past Related Interactions

Libraries of Common Responses

Search for Collaboration Assistance (Teams Presence)

Context from Web Self-Service & Queuing

Notes Taking & Tracking

Teams-Embedded Supervisor

Teams-Embedded Analytics Framework

Happy Teams Customer: Mayo County Council

“The combination of Enghouse and Microsoft Teams is a game changer for Mayo

County Council. It has taken our customer service to a whole new level.”

“We were keen to see what we could do in the customer service space, particularly in

relation to Microsoft Teams. The journey to date has been a fruitful one. We have

learned so much from the Enghouse team. Their patience, knowledge and

professionalism is second to none.

We believe our customer service has jumped forward a generation… The staff and

customer satisfaction is a testament to this.”

Danny O'Toole, Head of Digital Transformation – Mayo County Council

Communications Platform Migration

• Staged migrations

• Sites/Users/Queues on multiple platforms

• Consistent agent and supervisor tools

• Cross-platform integrated reporting

• Skype and Teams presence

in same view

Where do we go from here?

◆ Full contact centre queuing and routing

◆ Multi-channel / Omni-channel

◆ Delivery of calls to Teams endpoints

◆ Monitoring, recording

◆ Agent desktop, side-by-side with Teams

◆ Presence integration

◆ Custom BOTs for self-service, agent assistance

◆ Full reporting and analytics

◆ Teams-embedded management tools – Supervisor, Analytics

◆ Teams-embedded agent experience

◆ Packaged agent assistance BOTs

◆ Dynamic team creation

Based on customer needs

◆ Teams native IM/Video queuing, media escalation

inside Teams

◆ Advanced AI-based analytics

Currently … What’s next …

The Intelligent, Collaborative

Contact Centre is Here!

Teams, The Enghouse Way