The Collaborative Contact Center with Skype for Business
The Collaborative Contact Center with Skype for Business
Our mission is to empower every person and every organization on the planet to achieve more.
Satya Nadella
“
“
Technology is fast reshaping our world and has the potential to change everything – people, businesses, communities and nations.
“
Employees work on nearly 2x the number of teams than they did five years ago*
41% employees say mobile business apps are changing the way they work*
Information overload wastes 25% of employee time, costing U.S. business $997B each year*
160M customer records leaked*
229 days to detect security infiltration*
- Luis Alvarez, CEO, Global Services, BT
BT Global Services CIO report 2016: The Digital CIO“
Deliver amazing customer experiences by empowering your employees
Microsoft is reinventing productivity
Collaboration IntelligenceTrust Mobility
Businesses that invest in
the end-to-end customer
journey outperform
their competitors
Source: McKinsey, The three Cs of customer satisfaction: Consistency, consistency, consistency
15%Increase in higher
revenues
20%Improve customer
satisfaction
20%Enjoy a lower
cost-to-serve
Preference for digital interaction is on the rise
Younger generations favor digital over telephone
Millenials
Generation X
Baby Boomers
Traditionalists
Telephone
Digital
Today
TelephoneDigital
Interaction channel preferences are shifting
2006
Transform your E2E customer journeyAn omni-channel experience powered by Skype for Business partner solutions
Researches insurance
policies online
Offered customized help
via pop-up window
Chats with skilled agent in
browser, who sees profile history
Finds policy information with
co-browsing assistance
Receives tailored email
with promotional offer
Receives push message
with same offer via app
Connects to same agent via
click-to-call, makes purchase
Receives SMS follow up
to rate service quality
Improve
customer
engagement
Empower
employees to
delight customers
Optimize
customer service
processes
Share
insights and
predictions
Transform your business throughrich customer experiencesSkype for Business contact center solutions
Office 365 makes communication effortless
Email and schedule
Create, share, find content
Call, meet, and chat
Connect across the org
Choose a comprehensive solution for modern collaboration
Meetings
Conferencing
Video
Broadcasts
Presence
IM
Attendant
consoleContact
center RecordingCompliance
Calling
Cloud
voiceRemote
advisorBots
The Skype for Business you know has so much more under the hood
The organizationContact center agents
Office 365
Traditional contact centers are siloed
Choose a solution that’s integrated with your collaboration suite
Skype for Business3rd party solutionSkype for Business-
enabled solution
Integrated contact centers
E1 E3 E5Features Office 365 Services $8 $20 $35
Business Class Email and Calendars Exchange Online 50 GB Unlimited Unlimited
Social, Video, Sites, Work Management Yammer, O365 Video, SharePoint Online, Planner ● ● ●
IM, Online Meetings, Meeting Broadcast Skype for Business, Microsoft Teams ● ● ●
File Storage, Sharing, Information Discovery OneDrive for Business, Delve ● ● ●
Office Online ● ● ●
Office Client Apps Office 365 ProPlus ● ●
Archiving, Rights Management, Data Loss Prevention, Encryption ● ●
Advanced Security Management, Advanced eDiscovery, Secure Attachments and URLs, Access Control ●
Analytics Power BI Pro, MyAnalytics ●
Cloud PBX Skype for Business ●
PSTN Conferencing* Skype for Business ●
Enterprise Plan Add-ons
PSTN Domestic and International Calling** Skype for Business +$24
CRM Online Professional Dynamics +$50 +$50
*Toll-free and International Dial-out conferencing capabilities will incur additional per minute consumption charges when available. Customers can disable this feature to avoid additional billing. Limited geo availability.
**Domestic only calling plans are available for $12. Tax is included in price in USA. Add-On price to E1 & E3 is $32, which includes Cloud PBX
Office 365 Enterprise Suites
Support your customers in digital ways via seamless experiences
Customer requests
assistance via Instant
Message and is placed
into queue
Agent and customer
can also interact via
video call
Agent escalates the IM
into a voice call to
better understand the
situation
Find the right contact center solution to
transform your E2E customer journey
Handles inbound
requests and calls initiated
from various media types
Generates outbound
calls or notifications
with chat, voice, video
and screen-sharing
Maintains a single
point of contact for
service support
Ensures customers
are maintained across
media and time with
persistent meetings
Extend Skype for Business with a network
of customizable partner solutions
Count on certified solutions for
exceptional experiences and
compatibility
Choose solutions designed
specifically for your industry
and business needs
Integrate seamlessly into
line-of-business processes
Contact
center
Recording
Compliance
Attendant
console
Genesys announces…
…OFFICE 365 SUPPORT PLANS
Why does that matter?
Strategic
alignment
Best UC
&
Best CX
Unique CX
benefits
Native
integration
Joined
channels
PBX & ACD
replacement
Skype for Business Server & Online
Genesys platforms support SKYPE FOR BUSINESS
Delivering a variety of high value use cases
SfB Voice contact center (example)Inbound PSTN
to SfB
platform
Qualification
& parking
Router selects
target &
routes call
Customer
terminates call
Best of Suite Contact Center
• Full integrated suite of contact center solutions – supporting all channels
(voice & digital), WFO, Self-Service (…) within an homogeneous
environment
• Omnichannel agent desktop provides a unified interface for all
interactions, and knowledge of customer history across all channels,
including Skype for Business
• Flexible deployments options for companies of all sizes
• Easy to install, deploy, and administer
Agents
triggers call
recording
Call
transferred to
another SfB
agent
Call routed to
agent with SfB
endpoint and
agent desktop
Supervisor
joins the call
with SfB
endpoint
PureEngage: Voice Contact Center
Digital contact center (helpdesk example)Inbound IM
from SfB client
IM Qualification
(bot)
Router selects
target &
routes IM
IM routed to agent
with SfB endpoint
Customer
accepts video
escalation
Agent
conferences
another SfB
agent with video
Enrich CX
• Extend customers’ contact experience with Skype devices – from kiosk,
internal & external helpdesks.
• Enrich Omnichannel customer experience with easy transition from IM
to voice and video
• Deliver a consistent CX by unifying customer journeys across Skype for
Business and all other channels (email, social, web…)
Customer
terminates the
call
Agent adds
@video
channel
Customer
accepts
escalation
IM transcript
is stored
Agent
escalates IM to
voice
PureEngage: Digital Contact Center
Enterprise customer serviceInbound call
Call routed to agent
and answered
Agent selects
available SfB expert
from enterprise
directory &
presence
Agent
escalates to
IM+voice
Customer
holds
Expert accepts
IMExpert accepts
escalation
Agent
conferences
expert &
customer
Customer
terminates call
e2e reporting
Agent drops
from
conference
Agent initiates
IM consultation
with SfB expert
Expert
continues the
call
Workforce Virtualization
• Increase First Contact Resolution by accessing to the best experts throughout
the enterprise based on real-time presence
• Decrease handling time by leveraging Collaboration (IM, voice, share screen or
document) to quickly resolve customer problem
• Increase efficiency with Optimal distribution of customer interactions & work
to the best available skills
• Manage CX in branches and back offices with the ubiquity of Skype for
Business and the control Genesys suite.
On any media: SIP,
PureCloud, SfB…
PureCloud: Enterprise customer service
Supported by flexible deployment models
Deployment models
Partner hosted
Customer network
Partner network
PSTN
On-
premises
Customer network
PSTN
Hybrid &
Federated
Partner/Customer
PSTN
Customer network
Cloud
PSTN
Customer network
What is new?
• Planned support for Office 365 integration (SfBonline) for partner hosted or hybrid deployments
• Planned support for Office 365 integration (SfBonline) for cloud deployments
• Early Adopter Program start: September 2017 (Microsoft Ignite)
PureEngage - Hybrid
PSTN
T-LIB
SIP
RTP
Workspace Desktop Edition with plug-in for Skype for Business
Agent
I need help!
Gateway
Skype for Business
Online users
Skype forBusinessOnline
• Single split-domain
• Genesys application and agents in private SfB
• No limitations vs prem
• Remote users are in the cloud, but not controlled by Genesys
PureEngage - Federated
PSTN
T-LIB
Workspace Desktop Edition with plug-in for Skype for Business
I need help!
Gateway
Skype for Business
Online users
Skype forBusinessOnline Skype for
Business Online agents
• Two domains
• Genesys application in private SfB
• Limitations: presence push, intercept, impersonate
• All users are in the cloud, controlled by Genesys
PureEngage: Deployment example
• Profile• Major utility group – APAC
• Avaya replacement
• 220 agents in 2 sites
• Use cases• Voice Contact Center: Inbound, Outbound, IVR,
Recording
• Enterprise customer service: Office 365 expert consult
• Architecture• Hybrid online – on-prem (split domain)
• UCMA integration
• Active-Active DR
Hybrid
PSTN
Customer network
PureCloud – Office 365 (phase 1)
Skype Desktop(Business User) PureCloud
Desktop(Agent)
IM &
Pre
sen
ce
Skype
Web
SDK
Horizon #1: Contact Center
Full voice support
Contact Center
Helpdesk
Expert consult
IM transcripts
GIR Recording support
Horizon #2: Enterprise – 2017
Parallel UI
Hybrid UI
Higher scalability
Multi-pool
Branch/Back-office
Federation
Horizon #3: Digital
Web & Mobile access
Skype access
Screen-sharing
Digital Engagement
Widget
Workspace Web
Horizon #4: Cloud-Cloud
Solution roadmapToday
Deliver low effort and personalized omni-channel
customer experiences
Engage consistently and seamlessly across all touch
points, channels, and journeys
Future-proof your investmentsby consolidating best-of-breed
software infrastructures
Together, transforming customer experience
Next steps• At CX17: visit the Microsoft booth
• Meet our Microsoft & Genesys experts
• Ask for in depth demo
• WHEN YOU ARE BACK AT THE OFFICE• Engage with Microsoft & Genesys account teams
• Sign-up for the Office 365 – Genesys Early Adopter Program (start 9/17)
Genesys.com Blog
Early Adopter sign-upAssets Videos
Genesys booth &
more demos