Contemporary Unified Communications and Contact Center: Better Together

Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

UC and CC: Lync and CIC

Doug SplinterVP, Sales Engineering

Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012


Agenda

• Session goal review – why are we here?• Microsoft UC “in the box”

– Lync and Exchange Features• The opportunity and overlap between CIC and

Lync• Integration architecture options• Q&A


Session Goal

• Two key enterprise products deployed or be evaluated at many customers– Interactive Intelligence CIC – Contact center platform– Microsoft Lync – Enterprise UC platform

• In this session we’ll review CIC integration from a “what are the advantages of combining with Microsoft UC?” point of view– There is significant overlap, but also unique advantages

in combining. – This is NOT a competitive overview

Why are we here?


Components of and Functions Provided by The Microsoft UC Stack


Microsoft’s Pre-Integrated Business Productivity Platform

BEST PRODUCTIVITY EXPERIENCE

ACROSS PC, PHONE, AND BROWSER

THE CLOUD ON YOUR TERMS

ON-PREMISES

ONLINE

Content Collaboration CommunicationsMessaging

Active Directory ServicesIdentity


Introducing Microsoft Lync 2010

Instant Messagingand Presence

Enterprise VoiceAudio, Video,Web Conferencing


Microsoft Lync 2010

– Core services w/Std., Ent. and Plus CALs:• Presence and Availability• Instant Messaging and File Transfer• Personal Voice & Voice Conferencing• Video Conferencing• Web Conferencing

– Platform for applications:• IVR/Speech (Microsoft Speech Server)• Audio/Video conferencing• Calendaring and Email• Business process integration

What is in the box:


Microsoft Exchange 2010

• Features(w/Std. and Ent. User CAL)– Core Messaging

• Email• Calendaring• Tasks Management• Mobile Access

– Unified Messaging • Single inbox for a variety of message types• Integrated voicemail with many end-user features

– Compliance and Archiving

What is in the box:


New Connected Experience

Find and connect with the right people

People SearchSkill Search Activity Feed

Stay connected with your network

Unified Contact Store


Communicate in Context

Anywhere access to email and IMExchange provides built-in antivirus and antispam software and Outlook Web App for email and instant messaging

Streamlined communicationsUse a single user interface for IM/presence, voice, video, and application sharing

Voice mail previewAccess voice mail and voice mail text preview from anywhere; communicate without switching applications

ignoreconversation

audio playback

contextual contact options

text preview of voicemail

escalate to voice, video, desktop sharing


save directly to SharePoint

in-context collaboration

authoring context and presence

related content

get things done faster and more easily


Work together in real time

coauthoring

presence


Stay Connected to Your Social Network

conversation view for easy email management

social news feed in Outlookoffline access keeps you productive anywhere


Authentication

Administration

Storage

Compliance

Unified Experience

Self Service & Speech

E-mail andCalendaring

WebConferencing Telephony

Audio & Video

Conferencing Voice MailInstant

Messaging (IM)

Common Communication Silos

Authentication

Administration

Storage

User Experienc

e

Authentication

Administration

Storage

UserExperience

Authentication

Administration

Storage

User Experienc

e

Authentication

Administration

Storage

UserExperienc

e

Authentication

Administration

Storage

User Experienc

e

Authentication

Administration

Storage

UserExperienc

e

Authentication

Administration

Storage

User Experienc

e

Telephony and

Voice Mail

InstantMessaging

E-mail andCalendaring

Unified Conferencing: Audio, Video,

Web

The Microsoft Unified Communications Offering

On-Premises In the Cloud


Microsoft UC and CIC:Better Together!


The overlap and the opportunity

Where does CIC play in an MS UC world?

• From a Microsoft standpoint, CIC is a key Contact Center partner

• CIC offers advanced MS Lync integration• Base functions offered today in CIC 3• Features are being advanced in CIC 4.0


History of CIC: Note MS Integration

• First integration offered with OCS 2007 and CIC released in 2008; this was the first MS rev that offered deeper integration offerings


Key overlap areas

• Core telephony– Which system will provide dial tone for non-agent users?

• Instant messaging– Both products have it

• Presence and availability– CIC has basic PA functionality, granular CC Agent– Lync has deeper “regular user” presence

• Audio conferencing– Both platforms support audio bridges– Lync bridges are integrated with Outlook and Lync Web Meetings

Between CIC and Lync


Key differentiating areas

• Advanced contact center agent functions– True ACD functionality– Skills-based routing– Call recording– Workforce Management– Surveys– Outbound dialer– Auto-answer– Supervisor monitor and reporting– More…

Between CIC and Lync


Functional Goals of Combining

• High Level Roles– CIC: Contact Center functionality– Lync: Enterprise UC functionality

• Functional Combinations – Presence and availability– Telephony call control (RCC) for “non-agent” users– Instant Messaging integration– Voice endpoint for agents

Playing the right role for your company


For CIC Agents – Presence Data

• Lync presence availability data shown in CIC directory to CIC users– Users running CIC agent can see availability of Lync

users via server-side directory integration– Agents don’t need to run Lync to see other users – However, no x-system communication is available

unless the agents also run the Lync client

Server-side and Client-side


Integration Step 1: Presence

• CIC Presence– Agent status based on CIC– Many presence states

• Lync Presence– Normally 7 basic presence states– Presence managed in a variety of ways

• PC/Device State – Away, Available• Exchange Calendar – Meeting Status, OOF• Online Meeting: In a Conference• Lync Audio Device Status: On a call, In a Conference• Third-party PBX integration: In a Call

Both CIC and Lync offer presence services


ININ CIC and Microsoft LyncPresence Sync- The issue is, they don’t “match up”


CIC Agent Presence Mapping

• In rev. 3.0– Base state mapping– All to the same

• In rev 4.0 (released!)– Advanced state mapping

CIC Voice with Lync joint client - Current/Future


Remote Call Control

• ONLY for Lync client users who use CIC-attached phones

• Offers 2 key elements– “base” remote control functions of the phone

• click-to-call• click-to-answer

– Phone “in a call” state advertisement to Lync

Used if CIC is your PBX for “regular”, AND you run Lync for collaboration


Lync as a Voice client for CIC agents

• Lync voice client can be used as a Remote Agent endpoint– Works just like normal CIC endpoint– Potential for call handling issues

• If the Lync user receives a call outside of the CIC media path then CIC will not have accurate presence status, and may ring ACD calls inbound

• Calls placed on hold in Lync will not be accurately reflected or managed by CIC

– No true support for high volume dialer and auto-answer scenarios

Rev. 3.0 integration


Lync as a Voice client for CIC agents

• Lync voice client enhanced support– Works just like normal CIC endpoint– Reduced potential for call handling issues

• Visibility of queues in Lync– Calls in queue– Open/closed status

Rev. 4.0 integration


Demos


Potential Future States

• Agent support for– Lync as IM client for queue-based chat sessions

• Current agent consult tools

– Better Lync voice client support• Currently has some small gaps – multiple inbound scenario

when sep gateways exist, etc.• Mostly only advanced scenarios; core works well

• Future potential functionality– Better direct CODEC support– Better upstream/downstream media management


Q & A


Remote Call ControlLync as collaboration, CIC as the phone system


Lync Voice and Remote Call ControlCIC Agents do not run Lync; mixed PBX from Lync and CIC


Lync Voice and Remote Call ControlCIC Agents may or may not run Lync; mixed PBX


Full CIC and Microsoft LyncEnd goal: Ad-hoc mix; agents and regular users on both systems


Thank You!
