CEBP mit Lync 2010
Philipp Beck MCM in Lync 2010
Microsoft Lync
Connecting people in new ways, anytime, anywhere
Ease deployment through interoperability and extensibility Reduces cost through converged communications
Lync Server Interoperability
Investments & Partnerships
Open Interoperability Program
Direct SIP: Gateways and IP PBXs
Independent Testing and Qualification of Gateways, PBXs and SIP Trunking Services
Open Interoperability Program
SIP Trunking Services
Independent Testing and Qualification of Gateways, PBXs and SIP Trunking Services
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
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 Conference Audio Web
Conference Messaging Instant Enterprise
Telephony Conference Video
Familiar Platform Familiar Infrastructure Application Sharing Email Web Conferencing Enterprise
Telephony Instant Messaging
Calendaring Voice Mail Audio / Video Conferencing Contact Management Single Identity Single Inbox Inbox Presence
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
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
End-User Experience – Context
Geomant Presence Suite with Location and Availability
• Presence meshed up with:
• Location
• Availability
• Better awareness on
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
Consumer Integration by Luware
Conversation Context used for CoBrowsing
Extensibility – Lync 2010 Managed API (client)
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
Click To Call from CRM
Extensibility – UCMA 3.0 (server)
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
LUCS by Luware
Contact Center for Lync based on UCMA API
Next Steps
• Download the Lync Server 2010
• Learn more about Lync at www.microsoft.com/lync
• Go deeper on Lync in the Microsoft TechNet library
• Find a Lync Partner
© 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.
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Backup Slides zu den
Demos
LUCS Contact Center / Feaures 1
• 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
LUCS Contact Center / Feaures 2
• Expertisen, Sprachen und Zuständigkeit
sind Personen zugeordnet
• Intelligente Vermittlung zur geeignetsten
Person
• Kurze Wartezeit
• Hohe Auslastung der Berater
Consumer Interaction I
• Wie können wir Kunden enablen mit uns in Verbindung zu treten und
die neuen Features zu nutzen, auch wenn diese keinen Lync haben?
Consumer Interaction II
• Der Agent bekommt im aktuellen Conversationwindow
Zusatzinformation zur aktuellen Conversation.
