Presented at Skype Summit 2016

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

3. ABOUT COMPUTERTALK

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