New Virtual Call Centers Powered by Microsoft Lync ®

Daniel Jonathan Valik, Eric Bailey, and Kathy Brennan

American Express Global Business Travel

CUST207

New Virtual Call Centers Powered by Microsoft Lync®

Thank You For Joining Us Today

MS Lync® – a solution for you….But first we want to know who you are.

• IT managers?• Business users?• Call center owners?

What are you hoping to learn from this session. • Lync as telephone substitute?• Lync as call center?• Lync as a travel substitute?

Introductions

5

Eric BaileySenior Travel ManagerStrategy and Technology – MSTravelMicrosoft

Kathy Brennan Global DirectorService Delivery Leader American Express Global Business Travel

Leaders in the industry – leveraging and evangelising innovative technology and trends to showcase the Microsoft platform

Trusted partners with our business stakeholders – driving value, global efficiency, consistency and functional excellence

Effortless travel for employees – providing a predictive, seamless and intuitive travel experience across locations and devices

Transform the business travel experience through integrated, traveler centric solutions.

MSTravel Vision & Mission

60,000 Travelers

>80 Countries

$800m Annual Spend

LYNC® CALL CENTERS

MOVING TO SINGLE ONLINE BOOKING TOOL

ACCESS THROUGH FAMILIAR TOOLS

Outlook®, Lync®, Sharepoint®

5,000 Employees everyday

Microsoft Travel Overview

New Virtual Call Centers Powered by Microsoft Lync®

Employee Benefits• Simpler - one Lync/phone number for all types of phone

reservations and travel agency support • previous itineraries had 7 numbers and 100+ numbers

globally• Efficient - automatic identification– resulting in faster

routing, added security and easier access to your travel profile.

Business Stakeholders• Reduced telecom costs- Calls can be made via wifi or

routed as incoming to mobile phone • Improved support model – virtual dedicated agents• Consistent global service- SLAs can be measured

globally

Microsoft Lync® Service Delivery Platform

EmailQ4

2014

VoiceNA

launchQ4’13 R

outing

MS Network: Communication

AMEX Network: Reservation/Desktop Tools

Create booking on

AMEX Network

Interact on MS

Network

Interact on MS

Network

“Travel 2015 leads innovation in the industry, seamless travel experience, enhanced shareholder value and showcasing Microsoft platforms.”

Lync® Service Delivery Platform

IMQ1

2014

Lync® Access

Today’s

Tomorrow’s

Transformation

Yesterday’s

Paradigm

Traditional local telephone service

“Two-dimensional” communication

Specialized service from a virtual environment

Automatic recognition and Intelligent call routing based on identity

Accessible transparent communication 24/7/365

Seamless Lync® experience; intuitive modalities including voice, IM chat, email integration, streaming video, screen sharing

Lync® Access

Today

Transcending The Call Center Experience

MSTravel Roadmap To Complete MS Lync® Integration

2013 Apr Jun

Aug Oct Dec 2014 Jan Mar Jun >

ClarityConnect TM

POCClarityConnect TM UAT

Peak Season Volume

LaunchLync® US 15-Oct

Solid Foundation

Enhanced Solution

LaunchLync®

Canada

LaunchLync®

VIP

LaunchLync® UK / IE

LaunchLync® AU / NZ

LaunchLync® IM Chat

Providing a predictive, seamless and intuitive travel experience across locations and devices

Global Lync® Service 24/7

Scalable Technology

Lync® server build

Define business requirements

2015

US Virtualization

Supervisor Dashboard

Supervisor Dashboard View of all “queue” statuses Benchmark measures KPI “alerts”

Real TimeSLA Monitoring

Event Session History

Information instantly accessible for service delivery end-users to view themselves

Self-provided behavioral feedback

Immediate leadership consultation

Customer research tool

Event Session IVR Routing

Caller Recognition

Else, system lookup to match Employee ID

System checks for SIP address or known phone

Event Session Call Experience

Call Session Transparency

Agents retrieve calls from queue within seconds

Agent participation details provided in real time

Recorded sessions readily available for review

Looking forwardFollow the Sun/Skill • 24 hour servicing with dedicated agents. • Agents can access phone/email/IM records from previous

interactions• Smart queuing -Callers routed based on need, history and

language

Multi-modal communication• Medium is less important than content• Prioritized based on need and urgency• Improved queuing and staffing vs phone servicing

Imagine your future travel experience

17

Exact location and time integrated into the search

Targeted choices based on smart profile

Hotel suggestions based on relevant schedule, location, CRM intelligence, price, and

policies

Social interaction and coordination among meeting

participants

Connect with Coworkers and peers based on proximity and shared itineraries

Monday, February 17th

Exhibit Hall Hours 6:00pm – 8:00pm

6:00pm – 8:00pm Welcome Reception

Tuesday, February 18th

Exhibit Hall Hours 8:00am – 9:00am (Breakfast), 10:30am – 5:00pm

8:00am – 9:00am Breakfast (Exhibit Hall) 9:00am –10:30am General Session10:30am – 5:00pm Expo Hall Hours11:00am – 12:15pm Sessions & Hands-on Labs12:15pm – 2:00pm Lunch2:00pm – 5:00pm Sessions & Hands-on Labs5:00pm – 7:00pm Ask the Experts

Wednesday, February 19th

Exhibit Hall Hours 10:30am – 4:30pm

7:30am – 8:30am Breakfast8:30am – 11:30am Sessions & Hands-on Labs10:30am – 4:30pm Expo Hall Hours11:30am – 1:00pm Lunch1:00pm – 5:45pm Sessions & Hands-on Labs6:30pm – 9:30pm Attendee Party

Thursday, February 20th

Exhibit Hall Hours 9:00am – 12:00pm

8:00am – 9:00am Breakfast9:00am – 12:00pm Expo Hall Hours9:00am – 12:15pm Sessions & Hands-on Labs12:15pm – 1:30pm Lunch and Departures

Ask the ExpertsLocation: Meal Hall located on Level 1 in Pinyon Ballroom 4-8 Tuesday, February 18

TABLE TOPICS:Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice, Lync Feedback Sessions

Meet face-to-face with the foremost experts in the Lync field and ask them the questions that have you stumped.

Location: Breakout rooms located on Level 1 5:00pm-7:00pm

GROUPS INCLUDE:Manageability – Pinyon 2Meetings & Web Experiences – Bluethorn 4-6Mobility – Bluethorn 7-9Presence & Chat – Pinyon 1Voice & Video – Bluethorn 1-3

Come participate in targeted Feedback Sessions to hear about the high-priority feature asks and help us improve the next release!

Lync Feedback

These sessions are meant to be informational, providing an understanding of the workload and conversational, to discuss your user scenarios and desired improvements.

Birds of a FeatherBirds of a Feather flock together! Join daily breakfast discussions of relevant topics by sitting in the separately designated areas of the Meal Hall. Seating will be sorted in a different way for each Birds of a Feather breakfast:Wednesday, February 19:Where are you from? Asia/Pacific, Eastern & Central Europe, Latin America, Middle East & Africa, US (West, Central & East) and Canada, Western Europe

Thursday, February 20:What is your interest?Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice

#LyncConf14

/msftLYNC

/microsoft-lync

/MSFTLync

Lync Launch PadYou’ve launched Lync. Now Launch this.MS Pavilion – Expo Hall

Fill out evaluations to win prizesFill out evaluations on MyLync or MyLync Mobile.Prizes awarded daily.

© 2014 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.

Roadmap to 2015 Info-graphic

Current Projects Overview

Launch Performance Metrics – US First 4 Weeks

Clarity ConnectTM Employs Native Lync®

Microsoft Designed Redundant Infrastructure

AppendixDesign of MSTravel Dedicated Lync Structure

28

Jan

20

12

Jan

20

13

Dec

20

13

Jan

20

14

Jun

20

14

Jun

20

15

MS Travel Virtual Team

US Facility Closure

Phase 1LYNC DEPLOYMENT• US – 15-Oct• UK / IE – 12-Nov• Executive – 12-Nov• Canada – 10-Dec

Microsoft Roadmap 2015 Customer Focus - Exclusive configuration employs virtual workforce to deliver integrated service via MS network.

DTR Next generation real time data integration fuels Global Notification

Amex Travel App & DTR integrate itinerary data with MS Office Exchange . Real-time information in one click.

Jan

20

15

CRM Deployed

LYNC GLOBAL DEPLOYMENT• Expanded to regional markets• Enhanced modalities opening communication to IM chat, email• 24/7 Online, Offline, After-Hours

Microsoft Roadmap to 2015 Shared mission to create an infrastructure through functional excellence that supports a seamless travel experience and enhanced shareholder value, showcasing Microsoft platforms.

FULLY INTEGRATED TRAVEL EXPERIENCE BY 2015MSTravel and Amex innovation together transform the business travel experience

Current Date

Amex and MSTravel begin shared collaboration to design new model for enhanced traveler experience.

Jun

20

12

Jun

20

13

Global Consolidation Continues

• Online tool• GDS

• Global Profile

29

AMEX MSTravel Is The Largest Venture Yet To Use Clarity Connect To Route Lync® Contacts

Team Performance – Clarity Connect ReportingFirst Four Weeks of US Experience

WeekQueue Count

Service Level* AHT

15-Oct to 20-Oct 622 90%  

21-Oct to 25-Oct 749 56% 622

28-Oct to 01-Nov 905 64% 518

04-Nov to 08-Nov 869 63% 551

  Week

AverageAttendant Seconds

AverageQueue

Seconds

AverageAccept

SecondsTotal 15-Oct to 20-Oct 30.42 15.5 3.45Lync SIP 22.57 4.91 2.36Total 21-Oct to 25-Oct 32.07 49.74 2.5Lync SIP 29.69 33.43 1.81Total 28-Oct to 01-Nov 30.35 37.57 3.28Lync SIP 24.7 22.13 2.21Total 04-Nov to 08-Nov 27.37 43.99 2.54Lync SIP      

Service Levels Compete With Office Closure

15-Oct – Deploy Lync / Clarity technology for all call contact service in US

21-Oct – US migration to @home begins – accelerated effort needed to meet deadline

Average Handle Time not affected by TC use of Lync solution

Lync Users May Experience Faster Access

Attendant Seconds – time user is in automated IVR – 10-25% faster with Lync SIP calls

Queue Seconds – time user is waiting in queue before serviced – 30-70% faster with Lync SIP calls

Accept Seconds – time agent took to accept call – 25-35% faster with Lync SIP calls

* Contract SLA suspended during Lync deployment

Employs Native Lync®

Integrated Contact Routing

Flexible design

Operates within native Lync® environment

Leverages Lync® status for queue assignment

Technology To Route Contacts Intelligently

Microsoft Designed Redundant InfrastructureDedicated Instance Hosts MSTravel Application

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Microsoft Builds New Model for MSTravel Service ”Contacts”

Contacts route through redundant instances to ensure continuity for all users

Dedicated instance of Lync® utility built upon CSS model

Counselors using Enterprise Version of Lync® via MS Corporate Network

Call flow between sub-teams and/or markets can be set up or changed at a “flip of switch”