11. Enhance CommunicationsReduce Human LatencyCustomer Self-service

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

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

14. 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

15. Scenarios

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

18. Scenarios

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

21. Scenarios

23. 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

24. Scenarios

27. User Expert/Advisory/ Support Group

28. 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

30. Expert/Advisory/ Support Group User

31. 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

34. Think about how Lync and CEBP can Communications Enable your business Contact us if you’d like more information & demos – stand #329 john.lamb@modalitysystems.com tom.morgan@modalitysystems.com www.modalitysystems.com