office 365 cloud contact center webinar

Skype Apps - Office 365 - Azure – UC Managed Service

Cloud PBX and Contact CentersInnovations around Skype for Business Voice!

Skype Apps - Office 365 - Azure – UC Managed Service

Agenda• Intros • Options for Cloud PBX• Microsoft’s updates• Partner innovations• Hosting options

Skype Apps - Office 365 - Azure – UC Managed Service

Cloud PBX with On-premises PSTN Connectivity

Office 365

Customer Premises

PSTNPSTN Calls

Existing Telephony

Infrastructure

Skype for BusinessServer Software

Split Domain

Skype Apps - Office 365 - Azure – UC Managed Service

PSTN Calling with Cloud PBX

Signaling

Media

Office 365CustomerPremises

PSTNPSTN Calls

Skype Apps - Office 365 - Azure – UC Managed Service

Cloud PBX: Anticipated RoadmapAuto AttendantsCall queuesVideo Interop (Polycom)TranslationGCC Cloud UpdatesContact Center

Skype Apps - Office 365 - Azure – UC Managed Service

AA and Call Queue updates• In summary, the current plan is as follows:

- Today: Preview for North America available.- December 2016: Preview for Europe & Asia available.- January & February 2017: Additional features released into preview including Speech Recognition.- March 2017: General availability of Auto Attendant and Call Queues.

1. Limited to voice• People prefer to initiate communications via IM, webchat and email• Other communication channels enable collaboration

2. Limited functionality and no real intelligence• Modern contact center software is the upgrade that many need

3. Limited Reporting• You can’t manage what you don’t measure.  • Most need either real time monitoring or historical reporting.

NEEDS MAY VARY…OFFICE 365 AND CONTACT CENTERS

OFFICE 365 AND CONTACT CENTERS AD HOC COMMUNICATIONS

Office 365 with added functionality is an AMAZING tool

Lunch?

Reset My Password?

Does Ins

urance

Cover?

Did you watch GOT?

Review document?

Where’s My Order?

Invoice Payment Status?

Client

Vendor

OFFICE 365 AND CONTACT CENTERS

MANAGED COMMUNICATIONS

Bring structure where it’s needed

Automated AttendantsQueuingSkills-base routingMetricsReporting

Lunch?

Reset My Password?

Does Insurance Cover?

Did you watch GOT?

Review document?

Where’s My Order?

Invoice Payment Status?

Client

Vendor

CONTACT CENTER

OFFICE 365 AND CONTACT CENTERS USE CASE

Financial Aid Office: Call center without UC

Old ProcessAverage Resolution Time: 9.3 Days

OFFICE 365 AND CONTACT CENTERS USE CASE

Financial Aid Office: The Collaborative Contact Center

New ProcessAverage Resolution Time: 15 minutes

OFFICE 365 AND CONTACT CENTERS TYPES OF INTEGRATIONS

1. Native solutions do not complicate call control or infrastructure• Simplifies troubleshooting• Enables full functionality of O365• Takes advantage of MS investments in security and availability

2. Non-native solutions• Rely on a separate system for some portion of functionality

• May require additional maintenance, staffing, planning, etc. for mostly duplicate infrastructure

• May not have access to full functionality of O365• May be at risk of cross-platform errors and outages

OFFICE 365 AND CONTACT CENTERS

MULTI-CHANNEL COMMUNICATIONS

1. Voice will be in the minority as compared to new channels by 2017• e.g., IM, web chat

2. O365 consolidates these channels • Effectively enables collaboration• Speeds up the learning curve for new agents• Lowers the time and costs for support by unifying the platforms used

3. Non-integrated solutions may • Force users to use separate software for each channel • Can make agents less effective at customer service• Lead to agent frustration and high turnover

OFFICE 365 AND CONTACT CENTERS

MOBILITY & BUSINESS CONTINUITY

1. It’s becoming more important to enable people to takecalls at multiple locations with several devices• Especially for subject-matter experts who may not take calls full time• Mobility now means any device anywhere I work

2. O365 has seamless and secure external access • Native contact center platforms leverage these capabilities• Huge implications for:

• Speedy user onboarding• Disaster recovery• Remote workers• Workers who move around or aren’t easily reachable on a desk phone

OFFICE 365 AND CONTACT CENTERS SIGNIFICANT COST SAVINGS

• PBX infrastructure elimination*• Reduced or eliminated maintenance costs*• Lower price-point per seat*

• Potential to deploy in areas other than contact center*• Monthly invoicing for seats to more efficiently manage

seasonality• Operating expenditures vs. capital expenditures

* Dependent on native vs. non-native integration

OFFICE 365 AND CONTACT CENTERS OFFICE 365 ENVIRONMENT

(CallTower)

OFFICE 365 AND CONTACT CENTERS

HYBRID ENVIRONMENT ON-PREM USER

(CallTower)

Removes communication barriers

Delivers a full range of contact center and telephony features

Enhanced flexibility with mobility

Skype for Business On-Prem

CallTower Hosted Skype

Skype for Business Online

MICROSOFT CONTACT CENTER DEPLOYMENT OPTIONSIndustry leading UCaaS with native Skype for Business Contact Center solution

Clarity Hosting Partner for 2+ years2016 Fastest Growing

10 Certified Clarity Experts on StaffO365 Skype4B Online Federated

Deployment 24x7x365 US-Based Support

Partners for 8 yearsCertified SPLA Partner Since 2008

Cloud Service ProviderCurrently running Skype for Business

serversTop 100 CSP Growth Partner

Skype Apps - Office 365 - Azure – UC Managed Service

Next Steps – Our gift to you!• Cloud Project Planning• Free ½ day session• Covers your most pressing Office 365 workloads• Contact Center Assessment• Gap analysis• Project roadmaps

Skype Apps - Office 365 - Azure – UC Managed Service

www.enablingtechcorp.comCstegh@enablingtechcorp.com