Enhance CommunicationsReduce Human LatencyCustomer Self-service

Enhance CommunicationsReduce Human LatencyCustomer Self-service Lync Client SDK UCMA UCMA, UCWA

Adding Lync to existing/new software Flexible presentation model Drop Lync controls into applications Interact with Lync client Windows Only

Adding Lync to existing/new software Flexible presentation model Drop Lync controls into applications Interact with Lync client Windows Only Adding extra functionality to Lync client Presented within Lync Client Can communicate with back-end Silverlight Application (IIS Hosted) Windows Only

Scenarios

Lync Client runs in background Replace Lync UI with custom UI Great for Kiosk / Touch Screen Apps Windows Only

Scenarios

.NET Windows Services Runs on Lync Servers Can watch presence, initiate conversation etc. Easily interact with other systems, e.g. External data sources

Scenarios

Web-Based API Lync Web App (LWA) is based on this Predominately for web, can also be used anywhere with internet Today: IM/Presence and Call Setup Only Cross-Platform / Cross- Browser Powerful when used with UCMA

Scenarios

User Expert/Advisory/ Support Group

Reporting Connection User Expert/Advisory/ Support Group Request User initiates request for help via webpage Work ticket information collated for reporting and audit purposes Agent/expert shown context of chat Help or advice given to user with option to escalate to call Routed to most appropriate available agent using presence information and skills matrix

Expert/Advisory/ Support Group User

Reporting Connection User Expert/Advisory/ Support Group Request User initiates request for help via Skype Work ticket information collated for reporting and audit purposes Agent/expert can accept or reject Audio call is connected to agent Routed to most appropriate available agent using presence information and skills matrix

Think about how Lync and CEBP can Communications Enable your business Contact us if you’d like more information & demos – stand #329