Microsoft Lync Server 2010 - платформа для построения

контакт-центров

Vlad EminoviciMicrosoft Corporation

Agenda

▪ Microsoft Lync 2010 SDK▪ Contextual Conversations

▪ Unified Communications Managed API 3.0▪ Communications Enabled Business Processes▪ Virtual Personal Assistants▪ Response Group

▪ Summary

Lync 2010 SDK Overview

Conversation without Context

Conversation without Context

?CRM

Contextual Conversations

Contextual Conversations

Context

Lync 2010 SDK

Lync 2010 Controls

Model API

UIAutomation

WPF SL4

Lync 2010 API Overview

▪ New managed API for Lync 2010 object model▪ Productivity of IMessenger API, without the ceiling▪ Power of UCC API, without the complexity

▪ Automates Lync 2010 ▪ Build custom Lync 2010 clients▪ Requires Lync 2010 ▪ Reuses Lync 2010 connection

Lync 2010 Controls Overview

▪ Ships in Lync 2010 SDK▪ “Drag and Drop” feature integration

▪ Contact list, contact search▪ Presence, contact info, custom contact list▪ IM and audio “Click-to-Call”▪ Supports contextual conversations

▪ WPF and Silverlight▪ Requires Lync 2010 ▪ Reuses Lync 2010 connection

Conversations with Context

DEMO

Unified Communications Managed API 3.0

Communications Enabled Business Processes

Personal Virtual Assistants

?

UCMA 3.0 Overview

▪ Managed API for middle-tier solutions▪ End-to-End communication solutions▪ Adding communication features (CEBP, PVA)

▪ Abstracts underlying protocols (SIP, telephony)▪ Supports IM, voice, presence, call control▪ Highly scalable▪ Highly available

UCMA 3.0 Key Scenarios

▪ Help Desk / Call Center / Contact Center▪ Supervisor monitoring (TCU)▪ Supervisor whisper / barge-in▪ Skills based routing

▪ Communication Enabled Business Processes▪ Personal Virtual Assistants▪ Conferencing▪ Notification Systems▪ Web Click-to-Chat▪ Web Click-to-Call

UCMA 3.0 – What’s New

▪ Make it easier▪ Application provisioning / management▪ Presence publishing / subscribing

▪ Make it better▪ Conferencing▪ Back-to-Back user agent▪ Trusted Conference User▪ Fine grained control over call experience

UCMA 3.0 Workflow API Overview

▪ Based on Windows Workflow Foundation▪ Design application in designer▪ Compiled to executable application

▪ Activities make development easy▪ IM, Audio/Speech▪ Presence▪ Call control ▪ Custom Activities via UCMA 3.0 SDK

▪ Prompts, commands, events create dialog▪ Communications Enabled Business Processes▪ Personal Virtual Assistants

Response Group

DEMO

Unified Communications Roadmap

Q4 2009 Q1 2010 Q2 2010 Q3 2010 Q4 2010

Summary

▪ Communications software is a platform opportunity▪ Existing Infrastructure▪ Existing tools, skills, platform

▪ Lync 2010 SDK▪ Facilitate communication via Contextual Conversations

▪ Unified Communications Managed API 3.0▪ Expedite the enterprise via Communications Enabled Business Processes▪ Facilitate productivity via Personal Virtual Assistants

▪ Exchange Web Services Managed API 1.0▪ Integrate Exchange 2010 data and business logic

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