The Collaborative Contact Center with Skype for Business

Our mission is to empower every person and every organization on the planet to achieve more.

Satya Nadella

“

“

Technology is fast reshaping our world and has the potential to change everything – people, businesses, communities and nations.

“

Employees work on nearly 2x the number of teams than they did five years ago*

41% employees say mobile business apps are changing the way they work*

Information overload wastes 25% of employee time, costing U.S. business $997B each year*

160M customer records leaked*

229 days to detect security infiltration*

- Luis Alvarez, CEO, Global Services, BT

BT Global Services CIO report 2016: The Digital CIO“

Deliver amazing customer experiences by empowering your employees

Microsoft is reinventing productivity

Collaboration IntelligenceTrust Mobility

Businesses that invest in

the end-to-end customer

journey outperform

their competitors

Source: McKinsey, The three Cs of customer satisfaction: Consistency, consistency, consistency

15%Increase in higher

revenues

20%Improve customer

satisfaction

20%Enjoy a lower

cost-to-serve

Preference for digital interaction is on the rise

Younger generations favor digital over telephone

Millenials

Generation X

Baby Boomers

Traditionalists

Telephone

Digital

Today

TelephoneDigital

Interaction channel preferences are shifting

2006

Transform your E2E customer journeyAn omni-channel experience powered by Skype for Business partner solutions

Researches insurance

policies online

Offered customized help

via pop-up window

Chats with skilled agent in

browser, who sees profile history

Finds policy information with

co-browsing assistance

Receives tailored email

with promotional offer

Receives push message

with same offer via app

Connects to same agent via

click-to-call, makes purchase

Receives SMS follow up

to rate service quality

Improve

customer

engagement

Empower

employees to

delight customers

Optimize

customer service

processes

Share

insights and

predictions

Transform your business throughrich customer experiencesSkype for Business contact center solutions

Office 365 makes communication effortless

Email and schedule

Create, share, find content

Call, meet, and chat

Connect across the org

Choose a comprehensive solution for modern collaboration

Meetings

Conferencing

Video

Broadcasts

Presence

IM

Attendant

consoleContact

center RecordingCompliance

Calling

Cloud

voiceRemote

advisorBots

The Skype for Business you know has so much more under the hood

The organizationContact center agents

Office 365

Traditional contact centers are siloed

Choose a solution that’s integrated with your collaboration suite

Skype for Business3rd party solutionSkype for Business-

enabled solution

Integrated contact centers

E1 E3 E5Features Office 365 Services $8 $20 $35

Business Class Email and Calendars Exchange Online 50 GB Unlimited Unlimited

Social, Video, Sites, Work Management Yammer, O365 Video, SharePoint Online, Planner ● ● ●

IM, Online Meetings, Meeting Broadcast Skype for Business, Microsoft Teams ● ● ●

File Storage, Sharing, Information Discovery OneDrive for Business, Delve ● ● ●

Office Online ● ● ●

Office Client Apps Office 365 ProPlus ● ●

Archiving, Rights Management, Data Loss Prevention, Encryption ● ●

Advanced Security Management, Advanced eDiscovery, Secure Attachments and URLs, Access Control ●

Analytics Power BI Pro, MyAnalytics ●

Cloud PBX Skype for Business ●

PSTN Conferencing* Skype for Business ●

Enterprise Plan Add-ons

PSTN Domestic and International Calling** Skype for Business +$24

CRM Online Professional Dynamics +$50 +$50

*Toll-free and International Dial-out conferencing capabilities will incur additional per minute consumption charges when available. Customers can disable this feature to avoid additional billing. Limited geo availability.

**Domestic only calling plans are available for $12. Tax is included in price in USA. Add-On price to E1 & E3 is $32, which includes Cloud PBX

Office 365 Enterprise Suites

Support your customers in digital ways via seamless experiences

Customer requests

assistance via Instant

Message and is placed

into queue

Agent and customer

can also interact via

video call

Agent escalates the IM

into a voice call to

better understand the

situation

Find the right contact center solution to

transform your E2E customer journey

Handles inbound

requests and calls initiated

from various media types

Generates outbound

calls or notifications

with chat, voice, video

and screen-sharing

Maintains a single

point of contact for

service support

Ensures customers

are maintained across

media and time with

persistent meetings

Extend Skype for Business with a network

of customizable partner solutions

Count on certified solutions for

exceptional experiences and

compatibility

Choose solutions designed

specifically for your industry

and business needs

Integrate seamlessly into

line-of-business processes

Contact

center

Recording

Compliance

Attendant

console

Genesys announces…

…OFFICE 365 SUPPORT PLANS

Why does that matter?

Strategic

alignment

Best UC

&

Best CX

Unique CX

benefits

Native

integration

Joined

channels

PBX & ACD

replacement

Skype for Business Server & Online

Genesys platforms support SKYPE FOR BUSINESS

Delivering a variety of high value use cases

SfB Voice contact center (example)Inbound PSTN

to SfB

platform

Qualification

& parking

Router selects

target &

routes call

Customer

terminates call

Best of Suite Contact Center

• Full integrated suite of contact center solutions – supporting all channels

(voice & digital), WFO, Self-Service (…) within an homogeneous

environment

• Omnichannel agent desktop provides a unified interface for all

interactions, and knowledge of customer history across all channels,

including Skype for Business

• Flexible deployments options for companies of all sizes

• Easy to install, deploy, and administer

Agents

triggers call

recording

Call

transferred to

another SfB

agent

Call routed to

agent with SfB

endpoint and

agent desktop

Supervisor

joins the call

with SfB

endpoint

PureEngage: Voice Contact Center

Digital contact center (helpdesk example)Inbound IM

from SfB client

IM Qualification

(bot)

Router selects

target &

routes IM

IM routed to agent

with SfB endpoint

Customer

accepts video

escalation

Agent

conferences

another SfB

agent with video

Enrich CX

• Extend customers’ contact experience with Skype devices – from kiosk,

internal & external helpdesks.

• Enrich Omnichannel customer experience with easy transition from IM

to voice and video

• Deliver a consistent CX by unifying customer journeys across Skype for

Business and all other channels (email, social, web…)

Customer

terminates the

call

Agent adds

@video

channel

Customer

accepts

escalation

IM transcript

is stored

Agent

escalates IM to

voice

PureEngage: Digital Contact Center

Enterprise customer serviceInbound call

Call routed to agent

and answered

Agent selects

available SfB expert

from enterprise

directory &

presence

Agent

escalates to

IM+voice

Customer

holds

Expert accepts

IMExpert accepts

escalation

Agent

conferences

expert &

customer

Customer

terminates call

e2e reporting

Agent drops

from

conference

Agent initiates

IM consultation

with SfB expert

Expert

continues the

call

Workforce Virtualization

• Increase First Contact Resolution by accessing to the best experts throughout

the enterprise based on real-time presence

• Decrease handling time by leveraging Collaboration (IM, voice, share screen or

document) to quickly resolve customer problem

• Increase efficiency with Optimal distribution of customer interactions & work

to the best available skills

• Manage CX in branches and back offices with the ubiquity of Skype for

Business and the control Genesys suite.

On any media: SIP,

PureCloud, SfB…

PureCloud: Enterprise customer service

Supported by flexible deployment models

Deployment models

Partner hosted

Customer network

Partner network

PSTN

On-

premises

Customer network

PSTN

Hybrid &

Federated

Partner/Customer

PSTN

Customer network

Cloud

PSTN

Customer network

What is new?

• Planned support for Office 365 integration (SfBonline) for partner hosted or hybrid deployments

• Planned support for Office 365 integration (SfBonline) for cloud deployments

• Early Adopter Program start: September 2017 (Microsoft Ignite)

PureEngage - Hybrid

PSTN

T-LIB

SIP

RTP

Workspace Desktop Edition with plug-in for Skype for Business

Agent

I need help!

Gateway

Skype for Business

Online users

Skype forBusinessOnline

• Single split-domain

• Genesys application and agents in private SfB

• No limitations vs prem

• Remote users are in the cloud, but not controlled by Genesys

PureEngage - Federated

PSTN

T-LIB

Workspace Desktop Edition with plug-in for Skype for Business

I need help!

Gateway

Skype for Business

Online users

Skype forBusinessOnline Skype for

Business Online agents

• Two domains

• Genesys application in private SfB

• Limitations: presence push, intercept, impersonate

• All users are in the cloud, controlled by Genesys

PureEngage: Deployment example

• Profile• Major utility group – APAC

• Avaya replacement

• 220 agents in 2 sites

• Use cases• Voice Contact Center: Inbound, Outbound, IVR,

Recording

• Enterprise customer service: Office 365 expert consult

• Architecture• Hybrid online – on-prem (split domain)

• UCMA integration

• Active-Active DR

Hybrid

PSTN

Customer network

PureCloud – Office 365 (phase 1)

Skype Desktop(Business User) PureCloud

Desktop(Agent)

IM &

Pre

sen

ce

Skype

Web

SDK

Horizon #1: Contact Center

Full voice support

Contact Center

Helpdesk

Expert consult

IM transcripts

GIR Recording support

Horizon #2: Enterprise – 2017

Parallel UI

Hybrid UI

Higher scalability

Multi-pool

Branch/Back-office

Federation

Horizon #3: Digital

Web & Mobile access

Skype access

Screen-sharing

Digital Engagement

Widget

Workspace Web

Horizon #4: Cloud-Cloud

Solution roadmapToday

Deliver low effort and personalized omni-channel

customer experiences

Engage consistently and seamlessly across all touch

points, channels, and journeys

Future-proof your investmentsby consolidating best-of-breed

software infrastructures

Together, transforming customer experience

Next steps• At CX17: visit the Microsoft booth

• Meet our Microsoft & Genesys experts

• Ask for in depth demo

• WHEN YOU ARE BACK AT THE OFFICE• Engage with Microsoft & Genesys account teams

• Sign-up for the Office 365 – Genesys Early Adopter Program (start 9/17)

Genesys.com Blog

Early Adopter sign-upAssets Videos

Genesys booth &

more demos