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John LambTom MorganModality Systems
The Lync Developer Platform - What is Possible? Overview for Non-developers
PLAT101-R
• What is CEBP?• 3 types of application• Lots of demos!• What’s next?
Agenda
What is the HTTP of Real-Time Communications?
- Bill Gates, 2000
The answer to that question is what led to the development of a SIP-based communications platform within Microsoft
“The success of UC in a business will be when it’s like salt in food. It’s always there, but you don’t see it.”
- Gurdeep Singh Pall, Microsoft VP, VoiceCon
2010
Communications Enabled Business Processes
Why? Why?
CommunicationsEnabledBusiness Process
Why?
Organizations are made up of:
People(who do amazing things)
People (Who do amazing things)
Stuff(which can be pretty amazing)
Stuff(Which can be pretty amazing)
Systems(which also do some amazing things)
Processes (Which can enable amazing things)
Process Practice
Supply ChainPayroll
PurchasingData Warehouse
Crisis ResponseException HandlingProblem ResolutionDeal Negotiation
Product Development
3 types of CEBP applications
Enhance Communications
Reduce Human Latency Customer Self-service
3 types of CEBP applications
Enhance Communications
Reduce Human Latency Customer Self-service
Lync Client SDK UCMA UCMA, UCWA
Enhance Communications• Adding Lync to existing/new
software• Flexible presentation model• Drop Lync controls into
applications• Interact with Lync client• Windows Only
Enhance Communications• 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
Scenarios
Integration with existing LOB applications
Incoming phone number resolution to CRM for display
Communication event notification – such as missed instant messages or calls
Automatic timesheet generation for client-based billing
Demo #1
SuperToast
Full Screen Applications • Lync Client runs in
background• Replace Lync UI with
custom UI• Great for Kiosk / Touch
Screen Apps• Windows Only
Scenarios
Information Kiosks
Unattended receptions
Office “portals”
Demo #2
CTS Interpreter Link
Reduce Human Latency• .NET Windows Services• Runs on Lync Servers• Can watch presence,
initiate conversation etc.• Easily interact with other
systems, e.g. External data sources
Scenarios
Load testing Lync installations
Real-time translation via instant message
Conferencing assistance – agenda management, action creation
IVRs – order information, customer surveys
Demo #3,4,5
TrainMe, AlertMe, TimePrompt
Customer Self-service• 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
Scenarios
Customer service webpages
Integration with mobile apps
Real-time floor plans
Bring presence to existing Intranet pages
Demo #6
ucwa.lync.com
Bringing it all together
Bringing it all together
• Commerce Website• Connect user with
expert• No user plug-ins, No
Lync• Call to be routed based
on skills and availability
User
Expert/Advisory/Support Group
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 callRouted to most appropriate available agent using presence
information and skills matrix
Bringing it all together
ContextualContent
Demo #7
WebChat with HelpMe
Bringing it all together
• Use Skype as Customer Service tool• No user plug-ins, No Lync• Call to be routed based on skills and
availability
Expert/Advisory/Support Group
User
• Agents can accept/decline call• Agents may be mobile
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
Bringing it all together
Demo #8
Skype with HelpMe mobile
Engaging users using CEBPdrives user adoption
What’s next?Think about how Lync and CEBP can Communications Enable your business
Contact us if you’d like more information & demos – stand #329
[email protected]@modalitysystems.com
www.modalitysystems.com
Questions – Closing
Microsoft PavilionDemos, Speakers, Demos, Lync Room System, Experts, Demos, a Bar....and more Demos
ATTENDEE PARTYWednesday, February 19th
6:30pm-9:30pmHakkasan, MGM Grand
Brought to you by
When it comes to Vegas nightclubs, it doesn’t get any hotter than Hakkasan. And when it comes to opportunities to connect and reasons to party, no one does it better than Lync Conference! Our attendee party has a full lineup: an open bar, awesome food, and one of the best DJs that Vegas has to offer. Don’t miss out on the fun—stop by at 6:30pm and kick off and evening to remember. Come together.
HANDS-ON LABS
You can also access labs on MyLync!
3:00pm – 9:00pm10:30am – 9:00pm7:30am – 9:00pm8:00am –1:30pm
LOCATIONPinyon 3
Monday, February 17Tuesday, February 18Wednesday, February 19 Thursday, February 20
LRS
LOCATIONCopperleaf 12
Wednesday, February 198:30am – 9:45am10:15am – 11:30am1:00pm – 2:15pm2:45pm – 4:00pm4:30pm – 5:45pm
Thursday, February 209:00am – 10:15am10:45am – 12:15pm12:45pm – 2:00pm
MyLync allows you to create a custom experience and network with the Lync Community both online and in person.With MyLync, you can:• Build your own personalized calendar while browsing all available sessions• View breakout session material including PPTs and Videos within
48 hours of each session• Participate in the Community and find people in your social networks
who are attending and interact with speakers• Arrange meetings or social activities• Navigate the Exhibit Hall floor plan and learn more about our Sponsors• Fill out evaluations to win prizes
Log into MyLync at http://mylync.lyncconf.comFor MyLync support, please visit the Registration Desk.*
* Please note that adding a session to your calendar does not reserve a seat. Seating is on a first-come, first-served basis.
Birds of a FeatherBirds of a Feather flock together! Join daily breakfast discussions of relevant topics by sitting in the separately designated areas of the Meal Hall. Seating will be sorted in a different way for each Birds of a Feather breakfast:Wednesday, February 19:Where are you from? Asia/Pacific, Eastern & Central Europe, Latin America, Middle East & Africa, US (West, Central & East) and Canada, Western Europe
Thursday, February 20:What is your interest?Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice
Fill out evaluations to win prizesFill out evaluations on MyLync or MyLync Mobile.Prizes awarded daily.
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
