Computer Talk presentation
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This document discusses ComputerTalk's ice contact center solution for Skype for Business. It provides an overview of ComputerTalk and how ice enhances Skype for Business with contact center functionality. Key points covered include: - ice adds contact center capabilities like agent management, IVR, reporting and more to Skype for Business. - Deployments can be on-premises, in the cloud, or hybrid. This allows customers to leverage their Microsoft investments and move contact centers to Skype for Business. - The integration of ice and Skype for Business provides benefits like simplifying contact center management while maximizing business intelligence from customer interactions.
Computer Talk presentation
- 1. ComputerTalk - ice Contact Center for Skype for Business1 Contact Center for Skype for Business Skype for Business Leveraging your Microsoft investment and moving your contact center to Skype for Business.
- 2. ComputerTalk - ice Contact Center for Skype for Business2 • About ComputerTalk • Industry Outlook – What we have learned over the last 6 months • Microsoft and ComputerTalk vs The Past • What ice add to Skype for Business • Deployment Scenarios – Moving forward at your pace and how it makes sense for you. Agenda
- 4. ComputerTalk - ice Contact Center for Skype for Business4 • Maker of ice contact center “The intelligent communication exchange” • Experts in delivering cloud and on-premises multimedia contact center solutions • Only Microsoft native, full service contact center for O365 PSTN* • Microsoft Gold Certified Partner since 2005 o Gold Communications Partner o Gold Application Development Partner o Member of the Microsoft TAP program o Contact Center member of the Microsoft Enterprise Cloud Alliance ComputerTalk: Company Profile
- 5. INDUSTRY OUTLOOK MARKET PERCEPTION OF SKYPE FOR BUSINESS AND CONTACT CENTER
- 6. ComputerTalk - ice Contact Center for Skype for Business6 • A contact center is the central point of communication for customers and employees into an organization and from an organization to their customers and employees. • Contact centers handle all types of communication mediums voice, video, email, IM/webchat, SMS, social media, fax. What is a Contact Center?
- 7. ComputerTalk - ice Contact Center for Skype for Business7 • There isn’t a viable multimedia Microsoft native contact center • They don’t exist!! • Microsoft contact centers and Skype4B don’t have the features we need • Microsoft contact centers don’t scale to our needs • When we think of Microsoft, we certainly don’t think of contact center • We want to more effectively leverage Skype4B This is the contact center you are looking for…..
- 8. ComputerTalk - ice Contact Center for Skype for Business8 ComputerTalk: Skype4B + Contact Center = ice Multimedia Contact Center ACD, Speech IVR, & IoT Email, SMS, Webchat, IM, Social Media Voice & Video QA, Monitoring & Recording Speech Analytics & BI WFM, Analytics & Reporting Outbound Dialer, Alerts & Surveys Native CTI & CRM Screenpops
- 9. ComputerTalk - ice Contact Center for Skype for Business9 Microsoft Advantage: Better Together Voice IM/Web chat Video Presence Screen share Collaboration Email (Exchange) Recording Outbound Database integration SMS Social Fax Voice Screen share Email Database integration Recording Outbound dialing Collaboration I/M, Web chat, Presence Skype4B + ice Cisco and Avaya
- 10. INDUSTRY OUTLOOK CUSTOMER SERVICE AND HELP DESK
- 11. ComputerTalk - ice Contact Center for Skype for Business11 Customers Dictate How We Need To Communicate With Them
- 12. ComputerTalk - ice Contact Center for Skype for Business12 • By 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker) Industry Outlook
- 13. ComputerTalk - ice Contact Center for Skype for Business13 Customer Experience is a Competitive Differentiator Source: Deloitte
- 14. ComputerTalk - ice Contact Center for Skype for Business14 Channel Integration Continues to Struggle Source: Deloitte
- 15. ComputerTalk - ice Contact Center for Skype for Business15 ComputerTalk: Skype4B + Contact Center = ice Multimedia Contact Center ACD, Speech IVR, & IoT Email, SMS, Webchat, IM, Social Media Voice & Video QA, Monitoring & Recording Speech Analytics & BI WFM, Analytics & Reporting Outbound Dialer, Alerts & Surveys Native CTI & CRM Screenpops
- 16. WHAT DOES ICE ADD TO SKYPE4B FOR SYSTEM ADMINISTRATORS
- 17. ComputerTalk - ice Contact Center for Skype for Business17 Agent Management Queue Management Team Management Coaching Barge Wall Boards Enhanced Response Groups
- 18. ComputerTalk - ice Contact Center for Skype for Business18 Workflow designer is a powerful drag-and-drop graphical editor that seamlessly integrates: • ACD • IVR • Application Integration Automated Attendant System Administration Dialer/Campaigns Workflow Designer, Auto-Attendant and Administrator
- 19. ComputerTalk - ice Contact Center for Skype for Business19 Application Integrations-Universal Connectors contact center
- 20. WHAT DOES ICE ADD TO SKYPE4B FOR CONTACT CENTER SUPERVISORS
- 21. ComputerTalk - ice Contact Center for Skype for Business21 • iceJournal is an integrated interaction viewer. • Agents, supervisors, and administrators can look up recorded and in progress interactions, view contact history, and perform agent evaluations. • Native ice recording does not require network intercepts*. iceJournal-Integrated Interaction Viewer
- 22. ComputerTalk - ice Contact Center for Skype for Business22 Agent Management Queue Management Team Management Coaching Barge Wall Boards KPIs iceManager-Real Time Monitoring
- 23. ComputerTalk - ice Contact Center for Skype for Business23 Historical Reports
- 24. WHAT DOES ICE ADD TO SKYPE4B FOR CONTACT CENTER AGENTS
- 25. ComputerTalk - ice Contact Center for Skype for Business25 iceBar:-The Agent Experience and Key to the 365 Cloud Advanced Agent Experience: • Multiparty conference • Tagging with LOB codes • Screen pop • Queue stats • Call Controls • Agent initiated recording and recording privacy • Emergency notices • Advanced presence states-Not Ready reason codes • Presence of individual queues • Multi-contact handling • Core Customer Data • Maximize Screen Real-estate This toolbar is the key to our Office 365 integration
- 26. ComputerTalk - ice Contact Center for Skype for Business26 • What is your unified communication strategy moving forward? oLegacy PBX (Avaya, Cisco) oHybrid (Legacy PBX and Skype for Business IM/P) oFull Enterprise Voice oHosted PBX Poll Question
- 27. SKYPE FOR BUSINESS AND ICE CLOUD AND FOR O365 PSTN
- 28. ComputerTalk - ice Contact Center for Skype for Business28 ice and Skype for Business on ComputerTalk cloud Skype for Business ice User ComputerTalk Cloud Customer Legend TLS connection Internet
- 29. ComputerTalk - ice Contact Center for Skype for Business29 ice Contact Center for Skype for Business + O365 PSTN User SBC sipuser@o365.com Telephone line Legend SIP RTP (Media flow) ice SIP Trunk Provider ComputerTalk Data Center Office 365 Cloud Exchange UM Internet Skype for Business Conference SFB (IM/Presence) SFB (Voice-enabled) PSTN
- 30. SKYPE FOR BUSINESS AND ICE ON-PREM BASED DEPLOYMENT
- 31. ComputerTalk - ice Contact Center for Skype for Business31 On Premises Based Deployment Customer ice User Legend TLS connection Skype for Business
- 32. SKYPE FOR BUSINESS AND ICE HYBRID DEPLOYMENTS
- 33. ComputerTalk - ice Contact Center for Skype for Business33 ice in the Cloud, Skype for Business On Premises Skype for Business ice ComputerTalk Customer User Legend TLS connection Federation Internet
- 34. BENEFITS
- 35. ComputerTalk - ice Contact Center for Skype for Business35 • Enhance Skype for Business • Consume Office 365 PTSN • Enhance customer service • Simplify contact center management • Minimize your network footprint • Maximize business intelligence Summary-Putting it all together
- 36. THANK YOU AND NOW YOUR QUESTIONS!
- 37. ADDITIONAL QUESTIONS? WANT A DEMO? EMAIL US! BVIAMONTE@COMPUTER-TALK.COM CONTACT@COMPUTER-TALK.COM