The Collaborative Contact Center with Skype for Business

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1 The Collaborative Contact Center with Skype for Business

2 Our mission is to empower every person and every organization on the planet to achieve more. Satya Nadella

3 Employees work on nearly 2x the number of teams than they did five years ago* Technology is fast reshaping our world and has the potential to change everything people, businesses, communities and nations. - Luis Alvarez, CEO, Global Services, BT BT Global Services CIO report 2016: The Digital CIO 41% employees say mobile business apps are changing the way they work* Information overload wastes 25% of employee time, costing U.S. business $997B each year* 160M customer records leaked* 229 days to detect security infiltration*

4 Microsoft is reinventing productivity Deliver amazing customer experiences by empowering your employees Trust Collaboration Intelligence Mobility

5 Businesses that invest in the end-to-end customer journey outperform their competitors 15% Increase in higher revenues 20% Improve customer satisfaction 20% Enjoy a lower cost-to-serve Source: McKinsey, The three Cs of customer satisfaction: Consistency, consistency, consistency

6 Preference for digital interaction is on the rise Telephone Interaction channel preferences are shifting 2006 Digital Today Younger generations favor digital over telephone Digital Telephone Millenials Generation X Baby Boomers Traditionalists

7 Transform your E2E customer journey An omni-channel experience powered by Skype for Business partner solutions Finds policy information with co-browsing assistance Receives tailored with promotional offer Chats with skilled agent in browser, who sees profile history Receives push message with same offer via app Offered customized help via pop-up window Connects to same agent via click-to-call, makes purchase Researches insurance policies online Receives SMS follow up to rate service quality

8 Transform your business through rich customer experiences Skype for Business contact center solutions Improve customer engagement Empower employees to delight customers Optimize customer service processes Share insights and predictions

9 Choose a comprehensive solution for modern collaboration Office 365 makes communication effortless and schedule Create, share, find content Call, meet, and chat Connect across the org

10 The Skype for Business you know has so much more under the hood Conferencing Calling Broadcasts Video Presence Remote advisor Meetings Cloud voice Bots IM Contact center Attendant console Recording Compliance

11 Choose a solution that s integrated with your collaboration suite Traditional Integrated contact centers are siloed Contact center agents The organization Skype 3 rd for Businessenabled party solution solution Skype for Business Office 365

12 Office 365 Enterprise Suites E1 E3 E5 Features Office 365 Services $8 $20 $35 Business Class and Calendars Exchange Online 50 GB Unlimited Unlimited Social, Video, Sites, Work Management Yammer, O365 Video, SharePoint Online, Planner IM, Online Meetings, Meeting Broadcast Skype for Business, Microsoft Teams File Storage, Sharing, Information Discovery OneDrive for Business, Delve Office Online Office Client Apps Office 365 ProPlus Archiving, Rights Management, Data Loss Prevention, Encryption Advanced Security Management, Advanced ediscovery, Secure Attachments and URLs, Access Control Analytics Power BI Pro, MyAnalytics Cloud PBX Skype for Business PSTN Conferencing* Skype for Business Enterprise Plan Add-ons PSTN Domestic and International Calling** Skype for Business +$24 CRM Online Professional Dynamics +$50 +$50 *Toll-free and International Dial-out conferencing capabilities will incur additional per minute consumption charges when available. Customers can disable this feature to avoid additional billing. Limited geo availability. **Domestic only calling plans are available for $12. Tax is included in price in USA. Add-On price to E1 & E3 is $32, which includes Cloud PBX

13 Support your customers in digital ways via seamless experiences Customer requests assistance via Instant Message and is placed into queue Agent escalates the IM into a voice call to better understand the situation Agent and customer can also interact via video call

14 Find the right contact center solution to transform your E2E customer journey Maintains a single point of contact for service support Handles inbound requests and calls initiated from various media types Generates outbound calls or notifications with chat, voice, video and screen-sharing Ensures customers are maintained across media and time with persistent meetings

15 Extend Skype for Business with a network of customizable partner solutions Count on certified solutions for exceptional experiences and compatibility Choose solutions designed specifically for your industry and business needs Contact center Compliance Integrate seamlessly into line-of-business processes Attendant console Recording

16 Genesys announces OFFICE 365 SUPPORT PLANS

17 Why does that matter? Strategic alignment Best UC & Best CX Unique CX benefits Native integration Joined channels PBX & ACD replacement

18 Genesys platforms support SKYPE FOR BUSINESS Skype for Business Server & Online

19 Delivering a variety of high value use cases

20 SfB Voice contact center (example) Inbound PSTN to SfB platform Qualification & parking Router selects target & routes call Call routed to agent with SfB endpoint and agent desktop Agents triggers call recording Customer terminates call Supervisor joins the call with SfB endpoint Call transferred to another SfB agent Best of Suite Contact Center Full integrated suite of contact center solutions supporting all channels (voice & digital), WFO, Self-Service ( ) within an homogeneous environment Omnichannel agent desktop provides a unified interface for all interactions, and knowledge of customer history across all channels, including Skype for Business Flexible deployments options for companies of all sizes Easy to install, deploy, and administer

21 PureEngage: Voice Contact Center

22 Digital contact center (helpdesk example) Inbound IM from SfB client IM Qualification (bot) Router selects target & routes IM IM routed to agent with SfB endpoint Agent escalates IM to voice Customer terminates the call Agent conferences another SfB agent with video Customer accepts video escalation Agent channel Customer accepts escalation IM transcript is stored Enrich CX Extend customers contact experience with Skype devices from kiosk, internal & external helpdesks. Enrich Omnichannel customer experience with easy transition from IM to voice and video Deliver a consistent CX by unifying customer journeys across Skype for Business and all other channels ( , social, web )

23 PureEngage: Digital Contact Center

24 Enterprise customer service Inbound call Call routed to agent and answered Agent selects available SfB expert from enterprise directory & presence Agent initiates IM consultation with SfB expert Agent drops from conference Agent conferences expert & customer Expert accepts escalation Agent escalates to IM+voice Customer holds Expert accepts IM Expert continues the call On any media: SIP, PureCloud, SfB Customer terminates call e2e reporting Workforce Virtualization Increase First Contact Resolution by accessing to the best experts throughout the enterprise based on real-time presence Decrease handling time by leveraging Collaboration (IM, voice, share screen or document) to quickly resolve customer problem Increase efficiency with Optimal distribution of customer interactions & work to the best available skills Manage CX in branches and back offices with the ubiquity of Skype for Business and the control Genesys suite.

25 PureCloud: Enterprise customer service

26 Supported by flexible deployment models

27 Deployment models Onpremises Partner hosted Hybrid & Federated Cloud PSTN PSTN PSTN PSTN Partner network Partner/Customer Customer network Customer network Customer network Customer network

28 What is new? Planned support for Office 365 integration (SfB online) for partner hosted or hybrid deployments Planned support for Office 365 integration (SfB online) for cloud deployments Early Adopter Program start: September 2017 (Microsoft Ignite)

29 PureEngage - Hybrid Single split-domain Genesys application and agents in private SfB No limitations vs prem Remote users are in the cloud, but not controlled by Genesys I need help! PSTN Gateway RTP SIP Agent Workspace Desktop Edition with plug-in for Skype for Business T-LIB Skype for Business Online Skype for Business Online users

30 PureEngage - Federated Two domains Genesys application in private SfB Limitations: presence push, intercept, impersonate All users are in the cloud, controlled by Genesys I need help! PSTN Gateway Skype for Business Online users T-LIB Skype for Business Online Skype for Business Online agents Workspace Desktop Edition with plug-in for Skype for Business

31 PureEngage: Deployment example Profile Major utility group APAC Avaya replacement 220 agents in 2 sites Use cases Voice Contact Center: Inbound, Outbound, IVR, Recording Enterprise customer service: Office 365 expert consult Architecture Hybrid online on-prem (split domain) UCMA integration Active-Active DR PSTN Hybrid Customer network

32 IM & Presence PureCloud Office 365 (phase 1) Skype Desktop (Business User) Skype Web SDK PureCloud Desktop (Agent)

33 Solution roadmap Horizon #1: Contact Center Today Full voice support Contact Center Helpdesk Expert consult IM transcripts GIR Recording support Horizon #2: Enterprise 2017 Horizon #3: Digital Parallel UI Hybrid UI Web & Mobile access Higher scalability Skype access Multi-pool Screen-sharing Branch/Back-office Digital Engagement Federation Widget Workspace Web Horizon #4: Cloud-Cloud

34 Together, transforming customer experience Deliver low effort and personalized omni-channel customer experiences Engage consistently and seamlessly across all touch points, channels, and journeys Future-proof your investments by consolidating best-of-breed software infrastructures

35 Next steps At CX17: visit the Microsoft booth Meet our Microsoft & Genesys experts Ask for in depth demo WHEN YOU ARE BACK AT THE OFFICE Engage with Microsoft & Genesys account teams Sign-up for the Office 365 Genesys Early Adopter Program (start 9/17) Genesys.com Blog Early Adopter sign-up Assets Videos Genesys booth & more demos

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