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Enhance CommunicationsReduce Human LatencyCustomer Self-service.

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Presentation on theme: "Enhance CommunicationsReduce Human LatencyCustomer Self-service."— Presentation transcript:

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11 Enhance CommunicationsReduce Human LatencyCustomer Self-service

12 Enhance CommunicationsReduce Human LatencyCustomer Self-service Lync Client SDK UCMA UCMA, UCWA

13 Adding Lync to existing/new software Flexible presentation model Drop Lync controls into applications Interact with Lync client Windows Only

14 Adding Lync to existing/new software Flexible presentation model Drop Lync controls into applications Interact with Lync client Windows Only Adding extra functionality to Lync client Presented within Lync Client Can communicate with back-end Silverlight Application (IIS Hosted) Windows Only

15 Scenarios

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17 Lync Client runs in background Replace Lync UI with custom UI Great for Kiosk / Touch Screen Apps Windows Only

18 Scenarios

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20 .NET Windows Services Runs on Lync Servers Can watch presence, initiate conversation etc. Easily interact with other systems, e.g. External data sources

21 Scenarios

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23 Web-Based API Lync Web App (LWA) is based on this Predominately for web, can also be used anywhere with internet Today: IM/Presence and Call Setup Only Cross-Platform / Cross- Browser Powerful when used with UCMA

24 Scenarios

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27 User Expert/Advisory/ Support Group

28 Reporting Connection User Expert/Advisory/ Support Group Request User initiates request for help via webpage Work ticket information collated for reporting and audit purposes Agent/expert shown context of chat Help or advice given to user with option to escalate to call Routed to most appropriate available agent using presence information and skills matrix

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30 Expert/Advisory/ Support Group User

31 Reporting Connection User Expert/Advisory/ Support Group Request User initiates request for help via Skype Work ticket information collated for reporting and audit purposes Agent/expert can accept or reject Audio call is connected to agent Routed to most appropriate available agent using presence information and skills matrix

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34 Think about how Lync and CEBP can Communications Enable your business Contact us if you’d like more information & demos – stand #329 john.lamb@modalitysystems.com tom.morgan@modalitysystems.com www.modalitysystems.com

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