Maximizing Your Lync Investment in the Contact Center

Maximizing Your Lync Investment in the Contact Center

Perficient is a leading information technology consulting firm serving clients

throughout North America.

We help clients implement business-driven technology solutions that integrate

business processes, improve worker productivity, increase customer loyalty and

create a more agile enterprise to better respond to new business opportunities.

About Perficient

• Founded in 1997• Public, NASDAQ: PRFT• 2012 revenue of $327 million• Major market locations throughout North America

• Atlanta, Austin, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, New York, Northern California, Philadelphia, Southern California, St. Louis, Toronto, and Washington, D.C.

• Global delivery centers in China, Europe and India• ~2,000 colleagues• Dedicated solution practices• ~85% repeat business rate • Alliance partnerships with major technology vendors• Multiple vendor/industry technology and growth awards

Perficient Profile

Business Solutions• Business Intelligence• Business Process Management• Customer Experience and CRM• Enterprise Performance Management• Enterprise Resource Planning• Experience Design (XD)• Management Consulting

Technology Solutions• Business Integration/SOA• Cloud Services• Commerce• Content Management• Custom Application Development• Education• Information Management• Mobile Platforms• Platform Integration• Portal & Social

Our Solutions Expertise

Our Microsoft Practice

6

• Two Lync Masters on staff (only 50 in the world)• One of only three partners to be a Office 365 Fast Track • Packaged service offerings focused on:

• Office 365• Lync Voice

• Experience with on-premise, cloud, and blended deployments• Over 500k cloud users deployed to date• Published O365 book in FY13• Strategic Partnerships with AudioCodes, Dell Software Group,

Clarity Connect, Proofpoint

Unified Communications Expertise

Matt McGillen, Director of Infrastructure at Perficient

With more than 15 years of IT consulting experience focused on Unified Communications (UC), Matt is responsible for selling and delivering UC solutions for complex business environments. The solutions include all components of the Microsoft UC stack with a focus on Lync.

Craig Reishus, Director of Business Development at Clarity

Craig focuses on Clarity’s Unified Communications Practice Area, which includes its popular native-Lync contact center product, Clarity Connect. Craig looks to identify and bring to market new products and solutions that leverage Microsoft Lync. He’s worked in the telecommunications and software industries for 15 years and has extensive experience in the Microsoft ecosystem.

Our Speakers

Why Perficient for Lync?

Why People are Choosing Lync

Microsoft Unified Communications

Lync: Modernizing Communications

Why Lync 2013?

ABOUT CLARITY

US based software development firm

• 80 employees in North America

• 10 person development team in Croatia

19 years delivering on the Microsoft

platform

• Focused on building and deploying enterprise solutions on the Microsoft platform

CLARITY’S UC PRACTICE AREA

FOCUSED ON

• Products that natively extend Lync’s capabilities

• Custom solutions to meet customer specific requirements

• Built and delivered the developer training kits for OCS, Lync 2010, Lync 2013

and Office 365

Wrote the book on UC Development (development focused)Michael Greenlee: Lead UC Architect, Lync MVP – Developer, Author

Built first native Lync Contact Center

A SERIES OF FIRSTS

First to connect Skype in to UCMA endpoint

Built first MS approved hosted audio

conferencing connector for on-prem Lync

Built first product to allow users to manage

inbound federated communications

CLARITY CONNECTFUNCTIONALITY

IVRSkills Based Routing /

ACDCall Recording Dashboard

Call Reporting Screen Pop Data Dips

A SIMPLIFIED APPROACH

LYNC NATIVE

SOLUTION

SIMPLIFIED OPERATIONAL STRUCTURE

EASY INSTALL AND LYNC INTEGRATION

Built on high level API’s

Call never leaves Lync. Call delivered to Lync client.

Functions like another Lync server role

Simple setup, less maintenance required

Monitoring & management

Call control

THE TRADITIONAL 7 STEPS

CLARITY 4 STEP PROCESS

ZERO CLIENT FOOTPRINT

OUR CUSTOMERS

LICENSING MODEL

On Prem Pricing is derived by the quantity of three variables

Fee is all-inclusive - no separate costs for the number of call centers

Concurrent Channels Support Agents Servers

THANKS!

CRAIG REISHUS

Craig.Reishus@claritycon.com

312.863.3415

Connect.claritycon.com

Follow us on Twitter@Perficient_MSFT

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Our Microsoft blogblogs.perficient.com/microsoft

On DemandWebinarMicrosoft Lync: Integrating with or Replacing Ciscobit.ly/1iwTwo2

Webinar1/29/14Power BI for Office 365: Using SharePoint to Deliver Self-Service BIbit.ly/1hvK3Mi

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