maximizing your lync investment in the contact center
DESCRIPTION
Extending Lync to other business units such as the contact center is an easy way to add functionality to your existing Lync environment. We evaluate common pitfalls associated with legacy systems and discuss the benefits of a Lync-native solution that removes system redundancy and high costs. Join Perficient and Clarity as we present how a native solution enables you to simplify administration and decrease costs, without sacrificing on functionality or user experience.TRANSCRIPT
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Maximizing Your Lync Investment in the Contact Center
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Perficient is a leading information technology consulting firm serving clients
throughout North America.
We help clients implement business-driven technology solutions that integrate
business processes, improve worker productivity, increase customer loyalty and
create a more agile enterprise to better respond to new business opportunities.
About Perficient
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• Founded in 1997• Public, NASDAQ: PRFT• 2012 revenue of $327 million• Major market locations throughout North America
• Atlanta, Austin, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, New York, Northern California, Philadelphia, Southern California, St. Louis, Toronto, and Washington, D.C.
• Global delivery centers in China, Europe and India• ~2,000 colleagues• Dedicated solution practices• ~85% repeat business rate • Alliance partnerships with major technology vendors• Multiple vendor/industry technology and growth awards
Perficient Profile
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Business Solutions• Business Intelligence• Business Process Management• Customer Experience and CRM• Enterprise Performance Management• Enterprise Resource Planning• Experience Design (XD)• Management Consulting
Technology Solutions• Business Integration/SOA• Cloud Services• Commerce• Content Management• Custom Application Development• Education• Information Management• Mobile Platforms• Platform Integration• Portal & Social
Our Solutions Expertise
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Our Microsoft Practice
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6
• Two Lync Masters on staff (only 50 in the world)• One of only three partners to be a Office 365 Fast Track • Packaged service offerings focused on:
• Office 365• Lync Voice
• Experience with on-premise, cloud, and blended deployments• Over 500k cloud users deployed to date• Published O365 book in FY13• Strategic Partnerships with AudioCodes, Dell Software Group,
Clarity Connect, Proofpoint
Unified Communications Expertise
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Matt McGillen, Director of Infrastructure at Perficient
With more than 15 years of IT consulting experience focused on Unified Communications (UC), Matt is responsible for selling and delivering UC solutions for complex business environments. The solutions include all components of the Microsoft UC stack with a focus on Lync.
Craig Reishus, Director of Business Development at Clarity
Craig focuses on Clarity’s Unified Communications Practice Area, which includes its popular native-Lync contact center product, Clarity Connect. Craig looks to identify and bring to market new products and solutions that leverage Microsoft Lync. He’s worked in the telecommunications and software industries for 15 years and has extensive experience in the Microsoft ecosystem.
Our Speakers
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Why Perficient for Lync?
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Why People are Choosing Lync
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Microsoft Unified Communications
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Lync: Modernizing Communications
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Why Lync 2013?
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ABOUT CLARITY
US based software development firm
• 80 employees in North America
• 10 person development team in Croatia
19 years delivering on the Microsoft
platform
• Focused on building and deploying enterprise solutions on the Microsoft platform
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CLARITY’S UC PRACTICE AREA
FOCUSED ON
• Products that natively extend Lync’s capabilities
• Custom solutions to meet customer specific requirements
• Built and delivered the developer training kits for OCS, Lync 2010, Lync 2013
and Office 365
Wrote the book on UC Development (development focused)Michael Greenlee: Lead UC Architect, Lync MVP – Developer, Author
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Built first native Lync Contact Center
A SERIES OF FIRSTS
First to connect Skype in to UCMA endpoint
Built first MS approved hosted audio
conferencing connector for on-prem Lync
Built first product to allow users to manage
inbound federated communications
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CLARITY CONNECTFUNCTIONALITY
IVRSkills Based Routing /
ACDCall Recording Dashboard
Call Reporting Screen Pop Data Dips
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A SIMPLIFIED APPROACH
LYNC NATIVE
SOLUTION
SIMPLIFIED OPERATIONAL STRUCTURE
EASY INSTALL AND LYNC INTEGRATION
Built on high level API’s
Call never leaves Lync. Call delivered to Lync client.
Functions like another Lync server role
Simple setup, less maintenance required
Monitoring & management
Call control
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THE TRADITIONAL 7 STEPS
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CLARITY 4 STEP PROCESS
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ZERO CLIENT FOOTPRINT
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OUR CUSTOMERS
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LICENSING MODEL
On Prem Pricing is derived by the quantity of three variables
Fee is all-inclusive - no separate costs for the number of call centers
Concurrent Channels Support Agents Servers
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THANKS!
CRAIG REISHUS
312.863.3415
Connect.claritycon.com
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