New Virtual Call
Centers Powered
by Microsoft Lync
®
MS Lync® – a solution for you….
But first we want to know who you are.
• IT managers?
• Business users?
• Call center owners?
What are you hoping to learn from this session.
• Lync as telephone substitute?
• Lync as call center?
• Lync as a travel substitute?
Eric Bailey
Senior Travel Manager
Strategy and Technology – MSTravel
Microsoft
Kathy Brennan
Global Director
Service Delivery Leader
American Express Global Business Travel
Leaders
Trusted partners
Effortless travel
>80
Countries
$800m
60,000
Annual Spend
Travelers
5,000
Employees everyday
ACCESS THROUGH
FAMILIAR TOOLS
Outlook®, Lync®,
Sharepoint®
LYNC® CALL
CENTERS
MOVING TO SINGLE
ONLINE BOOKING
TOOL
Employee Benefits
• Simpler - one Lync/phone number for all types of phone reservations
and travel agency support
• previous itineraries had 7 numbers and 100+ numbers globally
• Efficient - automatic identification– resulting in faster routing, added
security and easier access to your travel profile.
Business Stakeholders
• Reduced telecom costs- Calls can be made via wifi or routed as
incoming to mobile phone
• Improved support model – virtual dedicated agents
• Consistent global service- SLAs can be measured globally
Lync® Service Delivery Platform
Voice
NA
launch
Q4’13
IM
Q1
2014
Email
Q4
2014
Interact
on MS
Network
R
o
u
t
i
n
g
AMEX Network:
Reservation/Desktop Tools
MS Network:
Communication
Create
booking on
AMEX
Network
Interact on
MS
Network
“Travel 2015 leads innovation in the industry, seamless travel experience,
enhanced shareholder value and showcasing Microsoft platforms.”
Yesterday’s
Tomorrow’s
Today
Today’s
Paradigm
Lync®®Access
Access
Lync
Traditional local
telephone service
“Two-dimensional”
communication
Specialized service from
a virtual environment
Automatic recognition and
Intelligent call routing
based on identity
Transformation
Accessible transparent
communication
24/7/365
Seamless Lync®
experience; intuitive
modalities including
voice, IM chat, email
integration, streaming
video, screen sharing
Enhanced Solution
Scalable Technology
Solid Foundation
2013
Apr
Jun
2015
Aug
Oct
Dec
2014 Jan
Mar
Jun >
Peak Season Volume
US Virtualization
Define
business
requirements
Clarity
Connect TM
POC
Launch
Lync®
Lync®
VIP
Launch
server
Lync®
build Clarity
Canada
Connect TM
Launch
UAT
Lync® US
15-Oct
Launch
Lync®
UK / IE
Launch
Lync®
AU / NZ
Launch
Lync®
IM Chat
Global Lync®
Service 24/7
Providing a predictive, seamless and intuitive travel experience
across locations and devices
Real Time
SLA Monitoring
Supervisor Dashboard
 View of all “queue” statuses
 Benchmark measures
 KPI “alerts”
Information instantly
accessible for service
delivery end-users to
view themselves
 Self-provided
behavioral feedback
 Immediate leadership
consultation
 Customer research tool
Caller Recognition
 System
checks for SIP
address or
known phone
 Else, system
lookup to
match
Employee ID
Call Session Transparency
 Agents retrieve calls from
queue within seconds
 Agent participation details
provided in real time
 Recorded sessions readily
available for review
Social interaction
and coordination
among meeting
participants
Exact location and time
integrated into the search
Targeted choices
based on smart profile
Hotel suggestions based on
relevant schedule, location,
CRM intelligence, price, and
policies
Connect with Coworkers and peers based on proximity and shared itineraries
17
 Roadmap to 2015 Info-graphic
 Current Projects Overview
 Launch Performance Metrics – US
First 4 Weeks
 Clarity Connect Employs Native
Lync®
TM
 Microsoft Designed Redundant
Infrastructure
Phase 1
LYNC
DEPLOYMENT
• US – 15-Oct
• UK / IE – 12-Nov
• Executive – 12-Nov
• Canada – 10-Dec
CRM Deployed
DTR Next generation
real time data
integration fuels
Global Notification
Amex Travel App & DTR integrate itinerary
data with MS Office Exchange . Real-time
information in one click.
Current Date
Dec 2013
Jan 2013
Jun 2012
Jan 2012
Amex and MSTravel begin shared
collaboration to design new model for
enhanced traveler experience.
Customer Focus - Exclusive configuration
employs virtual workforce to deliver
integrated service via MS network.
Jun 2013
Microsoft Roadmap 2015
MS Travel
Virtual Team
Jun 2015
Jan 2015
Jan 2014
Jun 2014
US Facility
Closure
Global Consolidation
Continues
• Online tool
• GDS
• Global Profile
LYNC GLOBAL DEPLOYMENT
• Expanded to regional markets
• Enhanced modalities opening
communication to IM chat, email
• 24/7 Online, Offline, AfterHours
Microsoft Roadmap to 2015
Shared mission to create an infrastructure through
functional excellence that supports a seamless travel
experience and enhanced shareholder value, showcasing
Microsoft platforms.
28
FULLY INTEGRATED TRAVEL
EXPERIENCE BY 2015
MSTravel and Amex innovation
together transform the business
travel experience
Team Performance – Clarity Connect Reporting
First Four Weeks of US Experience
AMEX MSTravel Is The Largest Venture Yet To Use Clarity Connect To
Route Lync® Contacts
Week
Queue
Count
Service
Level*
15-Oct to 20-Oct
622
90%
21-Oct to 25-Oct
749
56%
622
28-Oct to 01-Nov
905
64%
518
04-Nov to 08-Nov
Total
Lync SIP
Total
Lync SIP
Total
Lync SIP
Total
Lync SIP
869
Week
15-Oct to 20-Oct
21-Oct to 25-Oct
28-Oct to 01-Nov
04-Nov to 08-Nov
15-Oct – Deploy Lync / Clarity technology
for all call contact service in US
63%
Average
Attendant
Seconds
30.42
22.57
32.07
29.69
30.35
24.7
27.37
Service Levels Compete With
Office Closure
AHT
21-Oct – US migration to @home begins –
accelerated effort needed to meet deadline
Average Handle Time not affected by TC
use of Lync solution
551
Average
Queue
Seconds
15.5
4.91
49.74
33.43
37.57
22.13
43.99
Average
Accept
Seconds
3.45
2.36
2.5
1.81
3.28
2.21
2.54
* Contract SLA suspended during Lync deployment
29
Lync Users May Experience
Faster Access
Attendant Seconds – time user is in
automated IVR – 10-25% faster with Lync
SIP calls
Queue Seconds – time user is waiting in
queue before serviced – 30-70% faster with
Lync SIP calls
Accept Seconds – time agent took to
accept call – 25-35% faster with Lync SIP
calls
Employs Native Lync
®
Technology To Route Contacts Intelligently
Integrated Contact Routing
Flexible design
Operates within native Lync® environment
Leverages Lync® status for queue
assignment
Microsoft Designed Redundant Infrastructure
Dedicated Instance Hosts MSTravel Application
Microsoft Builds
New Model for
MSTravel Service
”Contacts”
Contacts route
through redundant
instances to ensure
continuity for all
users
Dedicated instance
of Lync® utility built
upon CSS model
Counselors using
Enterprise Version
of Lync® via MS
Corporate Network
Call flow between
sub-teams and/or
markets can be set
up or changed at a
“flip of switch”
31