Create New Experiences with the Office 365 Communications Platform 8/1/2018 6:18 AM BRK2197 Create New Experiences with the Office 365 Communications Platform Andrew Bybee Principal GPM David Newman Senior Program Manager © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Session Objectives And Takeaways Tech Ready 15 8/1/2018 Session Objectives And Takeaways Goals for Today: Overview of current developer capabilities of Skype for Business Highlight key upcoming communications platform capabilities Profile common scenarios driving digital transformation with contextual communications Key Takeaway: Custom communications solutions are a critical asset to drive digital transformation, enabling broader adoption and more successful utilization of Office 365 within your organization. © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Digital Transformation built on contextual communications 8/1/2018 6:18 AM Digital Transformation built on contextual communications Connect your service to conversations Embed conversations in your app Build intelligence from interactions © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Building Solutions Today with Skype for Business Microsoft Build 2016 8/1/2018 6:18 AM Building Solutions Today with Skype for Business © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What’s Available Today 8/1/2018 6:18 AM What’s Available Today Solution Areas Advanced Voice Embedded Conversations Customer engagement Remote Advisor Bots Platform Components © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Customers need advanced voice workloads 8/1/2018 6:18 AM Customers need advanced voice workloads What custom communication solutions must be available before your organization can start your evaluation of Skype for Business Online (select all that apply)? (n=238) © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Scenario: Facilitate handling of incoming calls 8/1/2018 6:18 AM Scenario: Facilitate handling of incoming calls Auto-Attendant Provides caller self-service and ability to handle high call volumes for low cost (menu options, directory search, etc) IVR Callers + Main lines Queues / VMail Department & Direct lines Employees Human Attendant Provides a human touch to largely external interactions with customers, partners, and external inquiries. (call park, send to vmail, consult transfer, etc) Departments © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Scenario: Extend SfB to mitigate legacy PBX 8/1/2018 6:18 AM Scenario: Extend SfB to mitigate legacy PBX Customer Premises Gateway / SBC Legacy PBX Primary PSTN Contact Center EV IM / P Workspace Desktop Edition with plug-in for Skype for Business Hybrid Employees © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Developing with Skype for Business Your desktop app UI extensions Embedded controls Automation API Office integration UI Suppression Collab manager HID / BT Client SDK BToE C# Client Service / Server SIP (3PIP) Skype for Business

Certified Category Solutions 8/1/2018 6:18 AM Certified Category Solutions Category Certified Solutions Attendant Console Contact Center Recording Compliance See all the latest solutions on the Skype for Business Apps Catalog: http://apps.skypeforbusiness.com © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Scenario: Embed conversations with LoB apps 8/1/2018 6:18 AM Scenario: Embed conversations with LoB apps Bring awareness and instant engagement to employees and partners for the people-centric web and mobile experiences they already use every day Approval workflows Sales teams collaboration Help desk and more… © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Scenario: Introduce SfB to address digital channels Digital assistant CHAT Customers Remote Advisor Providers Easy, seamless engagement Download single provider app from store Single Sign-on using provider credentials Collab in app context Seamless voice + video Voice + Video Shared context with customer Integrated agent experience

Developing with Skype for Business Your web app Your mobile/tablet app Instant Messaging Presence Ad-hoc meeting join and schedule Integrated app management with O365 & AAD Embedded Audio/Video (IE/Edge/Safari/iOS/ Android) Skype Web SDK Skype for Business App SDK JavaScript iOS (Objective C), Android (Java) Object Model Media Object Model Media Client Service / Server User API / UCWA Object Model Skype for Business

Partner Integration Examples Skype for Business Contact Center Web-based Agent Experience Skype for Business Web Integration with the Salesforce Lightning Experience Patient-Provider Telehealth Platform powered by Skype for Business Collaborative work management platform with presence, conversations, and meetings powered by Skype for Business © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo: Remote Advisor David Newman Microsoft Build 2016 8/1/2018 6:18 AM Demo: Remote Advisor David Newman © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What’s Next Microsoft Build 2016 8/1/2018 6:18 AM © 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Bringing together Skype for Business and Teams Today Commercial Cloud (Office 365) Commercial On-Premises Skype for Business Online Skype for Business Server Microsoft Teams © Microsoft Corporation. All rights reserved.

Bringing together Skype for Business and Teams Tomorrow Commercial Cloud (Office 365) Commercial On-Premises Microsoft Teams Skype for Business Online voice, video, and meetings powered by next-gen services Server for voice, video and meetings  Continued Commitments Skype for Business Server Cloud voice and video Support for 3rd party devices & solutions O365 Upgrade Benefits Fewer apps, richer experiences Higher quality calling and meetings Rapid innovation of UC capabilities © Microsoft Corporation. All rights reserved.

O365 Platform for Conversations 8/1/2018 6:18 AM O365 Platform for Conversations UC Solution Areas Integrating with Teams as Hub Embedding experiences in your service / app Leverage communication services for your interaction © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Transition Skype for Business Client Integrations to Teams Your desktop app HID / BT Client SDK BToE Windows Client Service / Server SIP (3PIP) Skype for Business

Transition Skype for Business Client Integrations to Teams Teams Client Your Teams app HID / BT BToE Win / Mac / iOS / Android / Web Client Service / Server O365 Communication Services

Leveraging the Microsoft Teams App Platform Available now Bots Help users get tasks done in conversations Connectors Post rich updates to channels Tabs Surface rich content within Teams Office Store Drive engagement by submitting your app to the Office Store Actionable Messages Add rich interaction to your connector cards Activity Feed Engage users via feed notifications Compose Extensions Allow users to query and share rich cards in conversations Available in Developer Preview Reach your users in their chats, channels, notifications, and personal workspace

Developer Considerations 8/1/2018 6:18 AM Developer Considerations Teams App model unlocks rich conversation context Target direct service interactions vs. client as ‘proxy’ IT-managed vs. user-managed integrations Get started today and iterate  © Microsoft Corporation. All rights reserved.

Integrating the Communications Services Platform Programmable Voice & Video Intelligent Messaging Sharing & Meetings Analytics & Insights Control calling and integrate cognitive services Reason over and automate conversations that drive your business Moderate and structure real-time collaboration Utilize conversation data to build compliant insights Transform business processes and customer engagement with integrated, intelligent communication services

Communications Services Platform Overview Microsoft Graph - graph.microsoft.com Integrated Microsoft 365 experiences Workload-based communications with cross-network, cross-platform reach

Build Insights from Communications in Microsoft Graph 8/1/2018 6:18 AM Build Insights from Communications in Microsoft Graph Integrate and extend Enhance Graph with communications context (who, how, process stage) Extend Graph with communications content (media, transcripts, language) Leverage Graph objects / domains and actions (conversations, meetings, ‘join’) Integrates internal and customer-facing interactions together © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Intelligent Messaging Microsoft Build 2017 8/1/2018 6:18 AM Intelligent Messaging © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Conversational Bots & Trusted App Services 8/1/2018 6:18 AM Conversational Bots & Trusted App Services Bots and Digital Assistants naturally respond to speech and text and intelligently add human agents as needed Trusted Application Services for sophisticated call flows, complex recording, conferencing, compliance policy enforcement, and archiving © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Connectors with Actionable Messages Microsoft Build 2017 8/1/2018 6:18 AM Connectors with Actionable Messages Push rich interactive cards into channels Users can take quick actions like comment, select options, set a date Uses incoming webhook API Fully supported in both Teams and Outlook © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft Build 2017 8/1/2018 6:18 AM Bots Bots make it easy for users to interact with your app in Team conversations or 1:1 Built using Microsoft Bot Framework Complete tasks via basic commands, menu or natural language Rich Microsoft Teams features, e.g. Input menus Dynamic message updates Integrate with tabs © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Audience Targeting with Bot Framework Channels Managed Self-Service Office Store Bot Bot Directory O365 App Admin Cognitive Services Bot Developer Portal Bot Framework Chat SfB Channel Teams Channel Skype Channel O365 (SfB) SfB On-prem (Hybrid) O365 (Teams) External consumers © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo: Enterprise Messaging with Bot Framework Microsoft Build 2017 8/1/2018 6:18 AM Demo: Enterprise Messaging with Bot Framework David Newman © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Programmable Voice and Video Microsoft Build 2017 8/1/2018 6:18 AM Programmable Voice and Video © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Programmable Voice and Video Components Control calling and meeting flows with flexible access to media and intelligence… IVR Moderated meetings Recording Call routing Video agents Automated dialers Call Control Media Network Cognitive Services Communications Infrastructure © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Existing Technology in the Skype Calling Platform Skype Calling API for Interactive Voice scenarios in Skype for consumers. Leverage all of the power of video with the Real-time Media SDK (developer preview) In Preview

Existing Technology in the Skype Calling Platform Communication SDKs Local Media Capabilities Direct Access to Media Stream Audio,Video, Sharing Remote Media Capabilities Example Bots: Speech Recognition Real-time Translation Recording Video Bots Meeting Bots Example Bots: Skype Echo Service Announcement Voicemail Small Business IVR Audio Calls Play Prompt Recognize DTMF/Voice Record Skype Infrastructure

Future of the Programmable Voice and Video Platform Communication SDKs Microsoft Graph Call Control Media Network Cognitive Services O365 Communications Infrastructure © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Future of the Programmable Voice and Video Platform Communication SDKs Microsoft Graph Call Control Media Network Cognitive Services O365 Communications Infrastructure © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Key Concepts: IT-managed Applications and Endpoints 8/1/2018 6:18 AM Key Concepts: IT-managed Applications and Endpoints Provision Apps with Azure Active Directory and register with Partner tenant Provision apps per tenant with O365 admin console Access trusted apps directly via per-tenant endpoints Partner.onmicrosoft.com contoso.onmicrosoft.com AAD AAD Partner Services provision Register with SfB Register with tenant PartnerApp PartnerApp AppID CallbackURI Assign Name Direct TN #1 Toll-free #1 Toll-free usage Toll-free Calling minutes from consumption wallet (shared across tenant endpoints) Teams / SfB PSTN © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo: Real-time Media Bots for Teams Enterprise Voice Bots Microsoft Build 2017 8/1/2018 6:18 AM Demo: Real-time Media Bots for Teams Enterprise Voice Bots David Newman © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Session Objectives And Takeaways Tech Ready 15 8/1/2018 Session Objectives And Takeaways Goals for Today: Overview of current developer capabilities of Skype for Business Highlight key upcoming communications platform capabilities Profile common scenarios driving digital transformation with contextual communications Key Takeaway: Custom communications solutions are a critical asset to drive digital transformation, enabling broader adoption and more successful utilization of Office 365 within your organization. © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8/1/2018 6:18 AM Call to action Ramp up on Teams App Platform (http://dev.office.com/microsoft-teams) Add Teams + Skype for Business channels to your Bot Framework bot Check out Github from http://dev.office.com/skype Re-visit Build session recordings on Channel 9. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8/1/2018 6:18 AM Q&A If you have questions please proceed to the Q&A MICROPHONE located in your session room. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Please evaluate this session Tech Ready 15 8/1/2018 Please evaluate this session From your Please expand notes window at bottom of slide and read. Then Delete this text box. PC or tablet: visit MyIgnite https://myignite.microsoft.com/evaluations Phone: download and use the Microsoft Ignite mobile app https://aka.ms/ignite.mobileapp Your input is important! © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8/1/2018 6:18 AM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.