Enhance Customer Engagement with Office 365 and Partner Solutions 9/16/2018 2:45 PM BRK2027 Enhance Customer Engagement with Office 365 and Partner Solutions Andrew Bybee Principal GPM James Skay Sr. Product Marketing Manager © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Session Objectives Goals for Today: Key Takeaway: Tech Ready 15 9/16/2018 Session Objectives Goals for Today: Discuss how industry trends and customer engagement needs are influencing organizations evaluating Microsoft as a UC provider Review organizational needs for Attendant Console and Contact Center and preferred partner solutions that integrate with Office 365 and Skype for Business Online Share real-world examples of customer engagement solutions in use at Microsoft Key Takeaway: Combining Office 365 with integrated partner solutions for customer and employee engagement can ignite digital transformation and enhance business results for 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.

Customer engagement is evolving Skype for Business 9/16/2018 2:45 PM Customer engagement is evolving Generational preferences Digital channels Customer journey complexity Technology transformations © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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

Rise of digital channels Social Mobile app Web self-service Voice self-service 58% callers who first used web in current transaction 34% callers on web while talking to a rep 10% leakage of loyalty when web self-service fails Contact center Source: CEB

Cost-effective voice interactions are still essential 9/16/2018 2:45 PM Cost-effective voice interactions are still essential What custom communication solutions must be available before your organization can start your evaluation of Skype for Business Online (select all that apply)? High-value interactions Reduce cost of delivery (n=238) © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Businesses that invest in the end-to-end customer journey outperform their competitors Source: McKinsey, The three Cs of customer satisfaction: Consistency, consistency, consistency 10-15% Revenue 20% Customer satisfaction 20% Cost-to-serve

Transform your E2E customer journey An omni-channel experience powered by Office 365 partner solutions Finds policy information with co-browsing assistance Receives tailored email with promotional offer Customer 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

Modernized Engagement Platform with Microsoft Skype for Business 9/16/2018 2:45 PM Modernized Engagement Platform with Microsoft System of record CRM Leads Opportunities Cases System of engagement Lifecycle monitoring & analytics Self & assisted service Omni-channel context Workforce optimization Interaction & work item routing Personalized orchestration Productivity Platform Custom channels Legacy Voice © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Basic engagement 9/16/2018 2:45 PM © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Department & Direct lines 9/16/2018 2:45 PM What is an Attendant? Facilitates efficient handling of incoming calls… Auto-Attendant Caller self-service and ability to handle high call volumes for low cost IVR Callers + Main lines Queues / VMail Department & Direct lines Employees Human Attendant Departments Human touch for initial interactions with customers, partners, and external inquiries. © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Common attendant console requirements 9/16/2018 2:45 PM Common attendant console requirements Flexible queue management and visualization Work against the same queues with multiple attendants See position of calls in a queue Treat queues differently in priority and visual treatment Take a call out of order from a queue based on human knowledge Use reporting capabilities for managerial visibility Administrative call control Call Park with SMS, Chat, or overhead paging integration Control with both consultative transfer or blind transfer to another user Redirect to voicemail Optimize for call handling speed: speed of search, keyboard short cuts, intelligent focus/layout Rich directory integration and aggregation Search directories fast Access AAD, 3rd party directories, LOB data Annotate contact information with extended status: out of office details, on-call details, custom notes Integrate with CRM systems - SalesForce, Dynamics, custom © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo: TouchPoint John Cray Enghouse Interactive 9/16/2018 2:45 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9/16/2018 2:45 PM Take a test drive of TouchPoint Attendant today! Works with Skype for Business Server and Office 365 Download the 30 day free trial at http://www.enghouseinteractive.com/touchpoint-attendant/ © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Managing the customer journey 9/16/2018 2:45 PM Managing the customer journey aka “Contact Center” © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

“Contact Center” is more than Communication 9/16/2018 2:45 PM “Contact Center” is more than Communication Skype for Business contact center solutions Improve customer engagement Empower employees to delight customers Optimize customer service processes Share insights and predictions © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Address digital channels with Skype for Business Scenario Address digital channels with Skype for Business Customers Chat Digital assistant Easy, seamless engagement Download single provider app from store Single Sign-on using provider credentials Collaborate in app context Seamless voice + video Remote advisor Providers Voice + video Shared context with customer Integrated agent experience

Departmental jump to Office 365 9/16/2018 2:45 PM Scenario Departmental jump to Office 365 Customer premises Primary PSTN Gateway / SBC Legacy PBX EV + RGS Selected PSTN lines Department Federation © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Demo: ice Contact Center 9/16/2018 2:45 PM Demo: ice Contact Center Brandon Viamonte Chris Bardon ComputerTalk Technologies © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

ComputerTalk Contact Center for Office 365 and Skype for Business 9/16/2018 2:45 PM ComputerTalk Contact Center for Office 365 and Skype for Business ACD, Speech IVR, & IoT Email, SMS, Webchat, IM, Social Media Voice & Video QA, Monitoring & Recording Speech Analytics & BI WFM, Reporting Outbound Dialer, Alerts & Surveys Native CTI CRM Screenpops Skype for Business native, multimedia contact center solution, auto-attendant and enhanced response group application for on-premises based and cloud solutions http://www.computer-talk-com © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Enterprise customer engagement at Microsoft Point of engagement Reporting & analytics Voice Chat Mobile In-product Web Email In-person Social REAL TIME SUPPORT SELF HELP Interaction data Chat Mobile In-Product Web Social Email In-product Inbound voice Callback Web Telemetry CSS Concierge Telesales Identification IVR BOT IVR Rave Speech and interaction analytics SFB PBX Routing IQR ICM CES IQR Callback Synthetic voice transaction Call control Workspace Web ICM Softphone Comm console IQR Rave Voice quality measures CRM DESKTOP TOOLS DESKTOP TOOLS DESKTOP TOOLS MS Solve/CAP Customer service Technical support Rave CES Sales USD Agent Agent Parature Agent ASD

Extend Skype for Business to mitigate legacy PBX 9/16/2018 2:45 PM Scenario Extend Skype for Business to mitigate legacy PBX Customer premises Primary PSTN Gateway / SBC Legacy PBX Contact center EV + IM / P 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.

Certified Category Solutions 9/16/2018 2:45 PM Certified Category Solutions Category Certified Solutions Attendant Console Contact Center Recording Compliance © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Session Objectives Goals for Today: Key Takeaway: Tech Ready 15 9/16/2018 Session Objectives Goals for Today: Discuss how industry trends and customer engagement needs are influencing organizations evaluating Microsoft as a UC provider Review organizational needs for Attendant Console and Contact Center and preferred partner solutions that integrate with Office 365 and Skype for Business Online Share real-world examples of customer engagement solutions in use at Microsoft Key Takeaway: Combining Office 365 with integrated partner solutions for customer and employee engagement can ignite digital transformation and enhance business results for 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.

Q&A

Please evaluate this session Tech Ready 15 9/16/2018 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.

9/16/2018 2:45 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.