1. 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
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2. 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.

3. 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.

4. 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

5. 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

6. 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.

7. 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

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

9. 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.

10. 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.

11. 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.

12. 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 voic
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.

13. 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.

14. 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
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. 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.

16. “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.

17. 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

18. 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.

19. 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.

20. 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
, 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
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

21. Enterprise customer engagement at Microsoft
Point of engagement
Reporting & analytics
Voice
Chat
Mobile
In-product
Web
In-person
Social
REAL TIME SUPPORT
SELF HELP
Interaction data
Chat
Mobile
In-Product
Web
Social
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

22. 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.

23. 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.

24. 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.

25. Q&A

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

27. 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.