Unify2 Overview for Lync Server 2010 Response Group and Application Integration
Daniel Jonathan ValikSr. UC Architect-Asia, Unify2
Microsoft Unified CommunicationsIncreased productivity through communications convergence
Unified Inbox & Presence
Streamline Communications
Between People and Organizations
Increase Operational Efficiency & Flexibility
Amplify IT Visibility and Control
Provide an Interoperable and
Extensible Platform Now and for Your
Future
InstantMessaging
Application Integration
Across Networks
Across Devices
E-mail/Calendaring
Audio, Video & Web
Conferencing
Enterprise TelephonySoftware Powered Communications
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New Areas with Unified Communication
Call Center and Help Desk Scenarios
Knowledge Management
Information Search and Unified Inbox
Automated Workflows
Customer and Partner satisfaction
Reducing IT- Telecommunication complexity
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UC in Line of Business Applications 7
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New Areas with Unified Communication
Response Groups and Workflows
Sharepoint and Skill based Search
Sharepoint and Unified Messaging by Exchange
Response and custom development
Web Integration
Power View from Unify²
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UC Business Integration from Unfy² 7
Examples
Our Mission: Accelerating Microsoft Unified Communications
Unify2 is a leader in providing global enterprises deploying Microsoft Unified Communications with services and solutions
to set them up for long-term success
OCS/Lync Contact Center Solutions Response Group Service (RGS)
Out of the box for OCS 2007 R2 and Lync Departmental IVR/ACD Basic hunt group functionality, integrating presence Simple workflow designer Agents can be formal or informal users
Full Contact Center solution Utilize Lync infrastructure & UC Platform Custom built to Exxon Mobil needs/processes Larger scale, functionality Enhanced reporting and management
Basic PBX features(Basic Hunt group)
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale
High Additional Costs
• High Scale• High Availability• Advanced CDRs• Interop w/ LoB apps
Response GroupService 2007 R2
• Huntgroups and basic IVRs•Integration with OCS/Lync presence• Speech recognition and TTS in 12 langs• Music on hold• Basic CDRs• Lync: Agent Anonymization
Response Group Service and Contact Centers
Internal helpdesks, Small CCs
Large CCs
• Supervisor • Live views• Advanced CDRs
“Anywhere Access” for Mobile and Teleworkers Find the right person, right now, based on presence status View e-mail and documents securely from any device Call to hear & respond to e-mail and voice mail messages View e-mail and documents securely with a VPN-less connection
“Click to Communicate” from Within Applications Connect to e-mail, voice mail, calendaring, instant messaging,
audio, video and/or web conferencing Place & receive calls from your computer or ‘ring all’ Extend business applications with information access and self service
Conferencing to Reduce Travel & Enhance Productivity & Retention Bring together geographically distributed employees simultaneously and securely Connect with rich media application sharing & two-way multi-party video and VoIP Start web/audio conferences with a single click or schedule right from within Outlook Increase productivity & reduce travel to support environmental sustainability policies
Streamline Communications Anywhere Access with Right Person, Right Now Communications
Flexible Billing/Chargeback Model
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Implement a billing/chargeback model appropriate to your specific needsPowerView 2.0 supports 3 billing models (flat-fee, usage-based and carrier
billing)Usage-Based: Based on the modalities used
Simplify LyncBilling/Chargebacks
Drilldown by Geography to User Billing Summary
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Drilldown from Geography User Summary User Details Call Details
Simplify LyncBilling/Chargebacks
Higher Visibility, Improved Decision-Making
StrategyArchitectureDeploymentProducts
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other companies.
Thank you
Examples
• Microsoft Support for Contact Center Projects (Funding)
• Sample Contact Center Application • Part of past MS team will join Unify² for Contact
Center Development, etc.
Unify2 is a leader in providing global enterprises deploying Microsoft Unified Communications with services and solutions
to set them up for long-term success