CEBP mit Lync 2010 Philipp Beck MCM in Lync 2010

Transcription

1 CEBP mit Lync 2010 Philipp Beck MCM in Lync 2010

2 Microsoft Lync Connecting people in new ways, anytime, anywhere Quick adoption through Ease of use and Microsoft Office Reduces cost through converged communications Ease deployment through interoperability and extensibility

3 Lync Server Interoperability Investments & Partnerships Devices Desktop Video Conferencing Media Federation Mobile Inter domain Federation Public IM Federation

4 Open Interoperability Program Independent Testing and Qualification of Gateways, PBXs and SIP Trunking Services Direct SIP: Gateways and IP PBXs

5 Open Interoperability Program Independent Testing and Qualification of Gateways, PBXs and SIP Trunking Services SIP Trunking Services

6 Unified Communications Interoperability Forum Non profit vendor alliance formed in April 2010 Open to all UC hardware, software vendors, service providers and network operators Mission - To enable interoperability of UC scenarios based on existing standards

7 Old Telecommunications World Many heterogeneous, proprietary systems Many islands of communications Closely tied to hardware Hard to integrate Multitude of clients No or limited public APIs Hard to customize Hard to extend Requiring specialized resources For development For maintenance Voice Mail Web Conference Enterprise Telephony Audio Conference Instant Messaging Video Conference 7

8 Unified Communications Application Sharing Web Conferencing Audio / Video Conferencing Single Identity Single Inbox Presence Inbox Voice Mail Calendaring Contact Management Enterprise Telephony Instant Messaging Familiar Platform Familiar Infrastructure

9 Microsoft Unified Communications Contextual Collaboration On the device person to person Streamline Communications Enhanced Presence Click to Communicate Communications context Business Process Communications In the middle-tier machine to person Cut-down Human Latency Notifications and Alerts Outbound Calls Expert Finder Anywhere Information Access Anywhere, any device person to machine Extend the Reach of the Application Web Chat Query-Response Bots Interactive Voice Response

10 Microsoft UC Platform Adoption Drivers Economics Cost Savings Lower Cost of Entry Efficiency Optimized Business Processes Leverage Experts End-User Experience Communicate with context from within your Application Enhance Collaboration through embedded Communications

11 End-User Experience Context Geomant Presence Suite with Location and Availability Presence meshed up with: Location Availability Better awareness on other people s availability

12 Extend the Lync 2010 Experience Conversation Window Extension (CWE) A window attached to the right of the Communicator Conversation Window Peer-to-peer communication (no server-side BOT is required) Hosts Silverlight application within a browser instance Silverlight app has access to Lync 2010 Managed API via Silverlight bridge

13 Consumer Integration by Luware Conversation Context used for CoBrowsing Demo

14 Extensibility Lync 2010 Managed API (client) Managed API to access all Lync capabilities for custom applications Key Features Fully managed.net API Integrate Lync experience with LoB apps Enrich conversations with context Extend Lync capabilities Customize the Lync client UI Drag and Drop feature integration Supports WPF and Silverlight

15 Click To Call from CRM Demo

16 Extensibility UCMA 3.0 (server) A robust, secure, extensible and scalable platform to fit custom needs Key Features.NET 3.5 SP1 based multi-layered managed API Communicate more effectively with context Reduce human latency Enable Anywhere Access Zero royalty redistribution licensing model Trusted conferencing user model Support supervisor scenarios Back to Back User Agent support Web click to call/chat

17 LUCS by Luware Contact Center for Lync based on UCMA API Demo

18 Next Steps Download the Lync Server 2010 Learn more about Lync at Go deeper on Lync in the Microsoft TechNet library Find a Lync Partner Sign up for a free trial of the online service

19 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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. This document may contain information related to pre-release software, which may be substantially modified before its first commercial release. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Unless otherwise noted, the example companies, organizations, products, domain names, addresses, logos, people, places and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, address, logo, person, place or event is intended or should be inferred.

20 Backup Slides zu den Demos

21 LUCS Contact Center / Feaures 1 Service Presence, Modalitäten, ICR Service Presence Kein blinder Kontaktversuch Tag for status change alerts Kommunikation über alle Modalitäten IM, Voice, Video, Sharing Interactive Conversation Response (ICR) Hinweise, Auswahlmenus auch für IM

22 LUCS Contact Center / Feaures 2 Policy-based Distribution Expertisen, Sprachen und Zuständigkeit sind Personen zugeordnet Intelligente Vermittlung zur geeignetsten Person Kurze Wartezeit Hohe Auslastung der Berater

23 Consumer Interaction I Chat integriert in Website - Kundensicht Wie können wir Kunden enablen mit uns in Verbindung zu treten und die neuen Features zu nutzen, auch wenn diese keinen Lync haben?

24 Consumer Interaction II Chat integriert in Website - Agentenansicht Der Agent bekommt im aktuellen Conversationwindow Zusatzinformation zur aktuellen Conversation.