Business value of Lync integrations

Business value of Lync integrations

Communications Enabled Business Processes (CEBP)

27 JUNE 2013 Olivier Mangelschots

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We

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Agenda

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Evolution of business communications

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CEBP opportunities

Lync integrations

Talk

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software development & integrations

OfficesGhentKatowice

18 yearssince 1995

21experts

Gold Partner

About Orbit One

Focus: on MicrosoftPassion: Experts: we hebben 18 experts

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Lync

Umbraco CMS

.NET Framework

Dynamics CRM

SharePoint

Key Technologies

Gold Partner

Vraag aan de klant: hoever staan julie met, of wat willen jullie bereiken met ... ?

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Cloud Enabling & Infrastructure

Connect People with Knowledge

Smart Contact Interaction

New World of Work

Web Portals

Our Solutions

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Orbit One = Microsoft vTSP partner

Dirk GullentopsLync Technology Advisor

Albert KooimanProduct manager Lync extensibility

Focus on Lync customizationsVirtual Technology Solutions Professionalis a Microsoft Partner resource acting as an extension of the Microsoft sales team in the capacity of pre-sales technical support.

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Evolution of Business communications

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Where is your customer today?

1Traditional telephone switch (PBX)

2Voice-over-IP telephony (IP PBX)

3IP PBX + collaboration tools

4Unified Communications (UC)

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CEBP

Analogue & digital phones

A hybrid system with both analogue, digital and IP phones.

Toshiba, Aastra, Alcatel, Shoretel, Avaya

Telephony partner

Telephony partner with network experience

Mix of partners

IT infrastructure partner

Software developer business process exper.

Mix of solutions for: audio-conferencing, web meetings, instant messaging, voicemail, email.

Adobe Connect / GoToMeeting+ Belgacom (Audio)conference + Polycom IP video

People centric communication & collaboration.Federated presence

Microsoft Lync 2013orCisco Jabber + Cisco WebEx + Cisco Unified Communications Manager

Integrate communications deeply into your business processes and business software tools.

Visual Studio+Lync APISharePointDynamics CRM

What partner does the customer need?

Next big thing

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CEBP?Communications Enabled Business Processes

Change the way humans communicate!

CEBP creates business value= close UC deals

What?Optimize business process by reducing the human latency that exists within a process flow.How?By embedding unified communication capabilities into the business process flow.Result?More efficient, more automated closed-loop process; translating into significant ROI.

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CEBP example

Contract approval process may be experiencing human latency because the person assigned to providing an approval is on vacation or busy working on something else.

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UC saves companies a lot of money!CEBPapplicationsoftenprovidehighreturnbecausetheyactuallyimprove enterprisesbusinessmethods(processes)inmeasurableandrepeatableways.

* Based on ROI modeling and Published Case Studies

2010 M Parker UniComm Consulting, LLC

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Identifying CEBP Opportunities

Download Whitepaper

http://go.microsoft.com/?linkid=9767940

Optimize Resource UtilizationAccelerate Transaction CompletionIncrease Notification PrecisionImprove Contact SuccessAutomate Communication ProcessesSpeed Information DeliveryEnhance Collaboration Effectiveness

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Microsoft Lync vision

Enable every Application to be an MS UC endpoint

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Why is Lync perfect for CEPB?

Visual Studio.NET Framework

Deep integration with everyday toolsDesktop: Outlook, Word, Excel, SharePoint, Mobile: Windows Phone, iPhone, AndroidMeeting room: Polycom devicesExtensible using open & clear APIs for Microsoft .NET developersLarge community3rd party commercial tools/add-ons, open-source samples & solutions,network of specialists

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Lync Key applications

Streamline Communications

Cut-down Human Latency

Extend the Reach of the Application

1. Enhanced Presence2. Click-2-Call3. Conversation window ext.4. Provide context to each other

5. Notifications and Alerts6. Interactive Outbound7. Expert Finder

8. Kiosk 9. Web Chat10. Query-Response Bots11. Interactive Voice Response (IVR)

Involve people in business processes

Work better togetherbetween 2 people

Examples

People talk to a machine

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1. Customized Presence states

Presence of a doctor (healthcare):Treating a patient, At the bedsidePresence of a contact center agent:Busy, Helping a customer, In a wrap-up (typing information)Presence of a room:Free, In a meeting, ClosedPresence of a truck:On the loading dock, Delivering a package

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Use Lync statistics

for Time Tracking & Billing allows billable professionals to accurately capture revenue based on how they actually spent their time by combining all types of conversations including phone calls, instant messages, emails, Live and Meetings into a calendar

TimeSweeper for Time Tracking & Billing www.copelandbuhl.com Benefitusers can recover 1-2 hours per week in "lost" time which translates to additional revenue for the business

Week View

Day View

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2. Contact center integration

Provide caller infobased on caller-id (screen-pop) and automatically brings up existing support ticket related to the callerClick-2-CallOne click to start conversation with a person, from any business applicationBenefitsReduced wait time for customers, reduced time to resolution, increased customer satisfaction.

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3. Conversation Window Extension (CWE)

Mini-apps embedded in Lync clientProvides a (Silverlight) based window next to the Lync client. Uses context of your conversation.

ExamplesReal-time chat translationInformation Dashboard with customer data from CRM systemsFind knowledge based articles related to customer chatTimePrompt for logging timesheets when calling (Modality)Automate phone surveys

Download Conversation Translator Add-In for Microsoft Lync http://www.microsoft.com/en-us/download/details.aspx?id=26136+ registry fix http://voipnorm.blogspot.be/2012/11/lync-2013-enabling-conversation.html

http://modalitysystems.com/software/time-prompt

http://www.orbitone.com/en/blog/archive/2012/01/24/dynamics-crm-dashboard-for-microsoft-lync-1.aspx

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4. Provide context to each other

Invite people to talk from business appProvide context trough Conversation subject & info panels

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5. Notifications and Alerts

Fast push-alertsTrough IM, voice, email, SMS, social media, ExampleInform people when to approve a documentsRespond to emergenciesBenefitsPeople are getting notified a lot fasterpeople can respond on the alert (interactive)

FireLinkQuickly alert everyone in an area when there is a fire.http://wm.MS-STUDIOSMEDIA.COM/a10065/o9/events/Lync/en-us/1005128_JASCO_1017_1500k.wmv

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6. Interactive Outbound

Crew dispatch systemallows dispatchers to initiate automated outbound calls to crew cell phones with the click of a button.

BenefitsDecreased resolution time while decreasing dispatch labor

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7. Expert Finder

Using skill search and location informationUses SharePoint profile informationCustom Integrationback-end systems: HR, training certification, timesheets, etcBenefitsQuickly find an available expert within minutesstart a conversation right from within the application

http://www.microsoft.com/en-us/download/details.aspx?id=16104

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8. Visitor Kiosk receptionist

Skinning of Lync app

http://www.avtex.com/products/avtex-products/video-kiosk

http://www.avtex.com/products/avtex-products/video-kiosk

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Learning portal

Allows professors to schedule and deliver live courses and communicate via video, chat, and data sharing.

Benefitsinteractive distance learning experience for students

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9. Web Chat

Orbit One Lync Presence & Chat Widgethttp://www.orbitone.com/EN/COMPANY/Pages/People.aspxFor education: student > teacherFor sales: web visitor > product expertFor customer service: end-user > service agentFor cities: residents > city employeeIntegration in public facing sites or secured portals.

BenefitsVery accessibleNo software neededBe a people company

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10. Query-Response Bots

Personnel on the field can send instant messages to an IM Bot and get status and updates instantly!Payments statusDelivery trackingProject statusStock statusHoliday requestsBenefitsEliminate waiting timesHappy customersAccess from anywhere

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11. Interactive Voice Response (IVR)

Response Groups WorkflowsCustomers calls & uses keypad to navigateCustomizations: Auto redirect call based on CallerIdCustom routing based on customer numberRoute caller to engineer based on SLA levelMake decisions based on wait timeSign-in / sign-out of response groupsUsage statisticsExample: water-usage for billing

Click on Speaker Icon. Audio Recording of IVR.

http://technet.microsoft.com/en-us/library/jj945604.aspx

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How to find CEBP opportunities?

1. ScanoperationsFor the communicationintensive processes or steps2. Identify hot spotsSteps withsymptomssuchas delays, errors, or duplicativework.3. TestThe hot spots against the solution scenarios to identify potential for UC applications for process optimization.

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Conclusion

CEBP = high ROI, big opportunityLync UC+CEBP = competitive advantage

Orbit One =your Lync CEBP integration partner

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Talk

Q&A

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Resources (videos)

Lync Inside BusinessApplicationshttp://channel9.msdn.com/Events/TechEd/Europe/2012/EXL312

Communications-enable your applications (API)http://msdn.microsoft.com/en-us/lync/fp179716

Demohttps://ucwa.lync.com

1 212 613 1220

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ORBIT ONE CVBARaas van Gaverestraat 83 G, 9000 Ghent, Belgium. 32-9-330.15.00 info@orbitone.com The information herein is for informational purposes only and represents the current view of Orbit One CVBA as of the date of this presentation.

www.orbitone.com

Solution Provider

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