Mic icrosoft Teams Contact Centre Anna Stokes, Enghouse Interactive - PowerPoint PPT Presentation

A Clo loser lo look at a Mic icrosoft Teams Contact Centre Anna Stokes, Enghouse Interactive

Microsoft + Enghouse • 12+ Years as a Co-Development Partner 2018 • Member of Microsoft’s Technology Adoption 2015 Teams Program (TAP) for Lync, Skype and Teams 2010 Skype for Business • “Native” integrations dating back to 2008 Lync 2007 • Presented alongside Microsoft at Inspire and Ignite for many years OCS • Over 600 customers on Skype for Business • Teams Solutions in Microsoft’s Certification Program right now

Blending strategy Conversations Connect Experiences Extend Workflow Insights Power Network

The Teams | Contact Centre Boundary CRM Customer Agent Collaboration History & Presence Productivity Transactions Intelligent IM FAQs/KM Voice Queuing Video & Routing Documents & Recording & Reporting Self- Information Quality & Analytics Service Collaboration Management Email Unified Communications Contact Centre Web/Mobile

Eliminate Business Silos FINANCE DESPATCH SALES PRODUCT CONT ACT CENTRE

Connect the Contact Centre FINANCE DESPATCH SALES PRODUCT CONT ACT CENTRE

Teams and Enghouse In Interactive Agents homed on Teams Direct Microsoft Teams Routing PSTN SBC SIP Enghouse Interactive Private Cloud OR On Premises

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Teams and Enghouse In Interactive Microsoft Presence APIs Agents homed on Teams Direct Microsoft Teams Routing PSTN Presence Server – Teams Connector SBC SIP Enghouse Interactive Private Cloud OR On Premises

Teams and Enghouse In Interactive Agents homed on Microsoft Teams The value of Teams Presence Server – Teams Connector Collaboration:  Consult with your Experts SBC  Get timely assistance  Practical support Enghouse Interactive Private Cloud OR On Premises

Imagine this … Queue CLINIC: Just checking in after your procedure. How are you feeling? PATIENT: Actually I’m experiencing some pain. Anything I should do? Can we talk over video? Click this link and show me the injury. BOT Can I take codeine for the pain? No, that has a negative interaction AI with your current medications. Let me see if your team is available. Let’s re -wrap the wound together. The triage nursing group has a 72% resolution rate. Patients are 2.3 times more satisfied with care from a female nurse.

Taking it to the next level… Queue Queue video BOT negative interaction AI team Omni-channel contact centre UC and AI-enabled contact centre

How do we make this work? 1. Support for full omni-channel contact centre management. 2. Delivery of calls (and other interactions) to Teams users. 3. Use of AI (cognitive services) for customer/agent assistance. 4. Customer-specific teams, with presence, used for collaboration. 5. Advanced analytics and customer insights for managers.

What does it look like? Past Related Interactions Context from Web Search for Collaboration Self-Service & Queuing Assistance (Teams Presence) IM, Call & Video Collaboration Libraries of Common Notes Taking Responses & Tracking

Teams-Embedded Supervisor

Teams-Embedded Analytics Framework

Happy Teams Customer: Mayo County Council “ The combination of Enghouse and Microsoft Teams is a game changer for Mayo County Council. It has taken our customer service to a whole new level.” “We were keen to see what we could do in the customer service space, particularly in relation to Microsoft Teams. The journey to date has been a fruitful one. We have learned so much from the Enghouse team. Their patience, knowledge and professionalism is second to none. We believe our customer service has jumped forward a generation… The staff and customer satisfaction is a testament to this.” Danny O'Toole, Head of Digital Transformation – Mayo County Council

Communications Platform Migration • Staged migrations • Sites/Users/Queues on multiple platforms • Consistent agent and supervisor tools • Cross-platform integrated reporting • Skype and Teams presence in same view

Where do we go from here? Currently … What’s next … ◆ Full contact centre queuing and routing ◆ Teams-embedded agent experience ◆ Multi-channel / Omni-channel ◆ Packaged agent assistance BOTs ◆ Delivery of calls to Teams endpoints ◆ Dynamic team creation  Based on customer needs ◆ Monitoring, recording ◆ Agent desktop, side-by-side with Teams ◆ Teams native IM/Video queuing, media escalation inside Teams ◆ Presence integration ◆ Advanced AI-based analytics ◆ Custom BOTs for self-service, agent assistance ◆ Full reporting and analytics ◆ Teams-embedded management tools – Supervisor, Analytics

Teams, The Enghouse Way The Intelligent, Collaborative Contact Centre is Here!