Customer Contact for your Microsoft SfB and Teams evolution Welcome!

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1 Customer Contact for your Microsoft SfB and Teams evolution Welcome! Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise Wednesday 17 th of January 4 PM CET

2 Customer Contact for your Microsoft SfB and Teams evolution Welcome! Wim Heldenbergh Solutions CC4Skype E wim.heldenbergh@cc4skype.com T M Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise Wednesday 17 th of January 4 PM CET

3 Native Skype for Business Microsoft Certified Omni Channel Agent / Operator / Supervisor All SfB Architectures Intuitive client & IVR Trough Partners Easy to manage and control

4 Agenda What is Teams? What does the amalgamation of SfB and Teams mean? Impact on your environment and your investment What does it mean for your Customer Contact? and what will offer CC4Skype?

5 Why Microsoft Teams? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

6 Teamwork is how work gets done 2x Teams compared to 5 years ago 50% Increase in collaborative work 5x More likely to be high performing Internal & External Members People outside the firewall need unfettered access Source: 2009, 2014 US IW Survey Geographically Distributed Need varied ways to connect across locations and time-zones Diverse Workforce Different expectations, preferences, and tool demands

7 What Gartner says Published: 01 November 2017 ID: G Analyst(s): Mike Fasciani, Mike Gotta

8 What CEB Global says Published: 18 December 2017 Analyst(s): Sharon George In 2027, human beings will still be at the center of work, even as intelligent software and smart machines become co-workers Prepare for the Future of Work for the next decade - Algorithms will displace middle managers whose jobs revolve around collecting data, supervising actions and ensuring compliance. - By 2027, more than two out of three jobs will likely be non-routine, which is defined as cognitive work that requires thinking rather than doing. - By 2027 companies will soon distribute work across AI software, intelligent software and apps. Employees will develop personal toolkits of AI software and devices using cloud communities, open applications and personal virtual assistants.

9 Teams fits into Microsoft new vision Intelligent communications Digitization of content and Artificial Intelligence Microsoft Graph of enterprise content Bots and natural language processing High Fidelity content capture Smarter audio Smarter video Speech and translation services Microsoft Teams

10 Skype for Business Industry-leading voice services Placed in Leaders Quadrant in Gartner Unified Communications Magic Quadrants. 1 79% of U.S. enterprises are currently deploying or planning to deploy Skype for Business including telephony 2 Microsoft preferred by more customers than any other IP PBX vendor Leading Online Meeting provider, globally 1 Gartner Magic Quadrant for Unified Communications 2 T3i Research, Impact of Microsoft Lync on the Enterprise Voice Market

11 What is Microsoft Teams? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

12 Microsoft Teams, the hub for teamwork in O365 Chat, calls & meetings for today s teams Integrated Office 365 apps Customizable and extensible Enterprise security, compliance & manageability

13 Chat, calls & meetings for today s teams Communicate in the moment and keep everyone in the know Chat, calls, meetings within your team and across organizational boundaries Private chats for 1:1 or small group conversations Schedule and join online Skype meetings with HD video, VoIP, and dial-in audio conferencing options Have a dedicated phone number with advanced features Available across mobile, desktop and browser; integrated with meeting room devices

14 Integrated Office 365 apps Give your team quick access to information they need right in Office 365 Conversations, files and tools live in a team workspace Co-author and edit with Office and other files right in the app Integrated with Skype, SharePoint, OneNote, Power BI and Planner Search across people, files and chats with intelligence from Microsoft Graph integration to keep the whole team in the loop

15 What does the amalgamation of Teams and Skype for Business mean? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

16 Communications in Office 365 Powered by Skype On-Premises Cloud Server Unified communications Full set of enterprise value features Online Unified communications Faster time to value Lower total cost of ownership Intelligent communications Hub for teamwork With AI, Microsoft Graphs, bots IM/Presence, voice, video, meetings, conferencing, sharing

17 Skype-To-Teams experience journey

18 How will this impact your current investment in Microsoft Skype for Business? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

19 Some principles Skype for Business Server Skype for Business Online Microsoft Teams

20 Skype for Business Server 2019 Refreshed mainstream support Quality, security and performance fixes Refreshed Skype for Business clients Continuing commitment to onpremises and hybrid customer needs IT Pro and Voice centric release Cloud Connected Analytics and Voice Apps Improved Teams interop Targeting Late 2018

21 Hybrid Aware Office 365 Portal for Server 2019 Call Analytics and Retention in one Admin Portal for all users Microsoft Teams Skype for Business Server 2019 Skype for Business Online

22 Hybrid deployment options protect investments Hybrid will ensure interoperability between Skype for Business and Microsoft Teams with migration paths to move to Teams With hybrid, Server 2019 will connect to the Online portal to provide consistency in administration tools, for call analytics and meeting management

23 Some principles Always be in control of your deployment Move the right users at the right time Add cloud value at your pace

24 What are potential paths for you moving forward? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

25 Enable Microsoft Teams side-by-side with SfB Starting Point: SfB only Add Teams for Collaboration and Chat Add Meetings to Teams Teams only Chat Calling Chat Calling Chat Chat Calling Chat Chat Calling Meetings CC4Skype Meetings CC4Skype Collab Meetings CC4Skype Meetings Collab Meetings Collab CC4Skype Skype for Business Teams Blue = Skype for Business Purple = Teams

26 Deploy Teams depending on user profiles

27 Use both clients side-by-side Side- By-Side

28 Skype for Business Teams Interop Interop Call:

29 What does it mean for your customer contact Center needs today? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

30 Preference for digital interaction is on the rise Telephone Digital Interaction channel preferences are shifting 2006 Today Younger generations favor digital over telephone Millenials Generation X Baby Boomers Traditionalists Digital Telephone Source: 2017, Ignite Session BRK2017

31 Cost-effective voice interactions are still essential % High-value interactions Reduce cost of delivery % 30% 25% 40 17% 20 8% 7% 0 Attendant console Contact Center Call recording CRM integration Outbound call automation CloudPBX (OrgAA/Queues) Other (n=238) Source: 2017, Ignite Session BRK2017

32 Work still to be done Part One Before the Contact Centre application can be integrated in Teams, there is some work to be done. First of all, the client interface has to migrate from SfB to teams.

33 CC4Skype Scope in Microsoft Teams CC4Skype CC4Teams Personal Scope

34 CC4Skype Scope in Microsoft Teams (Example 1) DND Sales Review CC4Skype for Teams is in beta Agent Supervisor MS Dynamics Waiting Media (2/2) Media Caller Status Waiting Queue Type Call Incoming 00:00:55 Sales Queue Waiting CC4Skype Mail 00:11:21 Support Mail Waiting

35 CC4Skype Scope in Microsoft Teams (Example 2) DND Sales Review CC4Skype for Teams is in beta Agent Supervisor MS Dynamics Active Media (2/2) Media Caller Status Waiting Queue Type Call Incoming 00:00:55 Sales Queue Waiting CC4Skype Mail 00:11:21 Support Mail Waiting Queue Sales Agent Reason Score Desire Joined John Williams DND Order Process 0 0 GertJan Coolen Available 0 0 Anne-Meine Gramsma DND Sales Review 10 0

36 CC4Skype Scope in Microsoft Teams (Example 3) DND Sales Review CC4Skype for Teams is in beta Agent Supervisor MS Dynamics CC4Skype

37 Work still to be done Part Two We ll have to wait for Microsoft to provide us with a UCMA kind of API to be able to connect to Teams. PvvP: Programmable Voice and Video Platform

38 Hybrid Architecture (Split Domain) PSTN On-premise or hosted MS Teams Gateway Teams users UCMA SfB Server CC4Skype Server SfB online & CC4Skype users SfB users SfB + CC4Skype users UCMA: Microsoft Unified Communications Managed API

39 AudioCodes CloudBond Migration example Microsoft Teams Skype for Business Online CloudBond 365 and SBC at HQ reconfiguration: CloudBond 365 (OPCH) Pair a new SBC SIP interface with Microsoft Teams. Create new route towards Teams in the SBC routing table Leverage AudioCodes dynamic routing decision capability (based on AD look up or dial plan) Skype for Business Server User Migration: SBC / Gateway SIP-T/PSTN Centralized Gradually move users with the User Management Pack 365 SIP-T/PSTN local breakout at branch Teams does not support hybrid voice, or BYOT (as CCE) today Direct Connect: in Trial right now. User Manageme User nt Management Pack Pack 365

40 Conclusion The products can co-exist Skype for Business Server Skype for Business Online Microsoft Teams There does not need to be a big switch Always be in control of your deployment Start piloting Microsoft Teams with business end users Move the right users at the right time Plan strategically for Microsoft Teams to evolve as the primary user experience Keep leveraging the Skype for Business Server for Enterprise Voice as long as needed, for example for all Contact Centre users and operators. Watch out for the new CC4Skype Teams client!

41 THANK YOU! Questions? Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

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