Webinar: How telephony with Microsoft Teams will boost your business efficiency

[Music] all right uh good morning everyone welcome to this Destiny podcast uh where we're going to hopefully Enlighten you on how bringing voice into Microsoft teams can enable a business to be more efficient um it's really great to be again alongside you our my name is Mitchell Barker I'm the product manager here at Destiny Belgium and how about you introduce yourself thank you yes I'm AR the M I'm team of the solutions Engineers or the brief cells depends on what you call it here at Destiny excellent um right I think we're ready to go so we'll jump into it maybe just a few housekeeping items uh if I may um so the session will be recorded So for those of you who are having to step out early or maybe for those who couldn't join we will provide a copy of the slide deck and the recording afterwards uh we also have an opportunity for you to ask questions so inside the the webinar you will see a box uh probably on the right hand side of your screen where you're able to type some questions leave those for us we love to get your feedback we love to get your questions uh and if we can't answer them in today's session yeah we'll absolutely uh send you a response uh via email the second thing is we really value and appreciate your time so uh if you stick around until the end we'll give you an opportunity to uh enter a competition to win some prizes we've got some great Lotto Destiny jerseys and a voucher from Bongo so please stick around with us and uh hopefully we can bring you some value and some answers in today's session so what are we going to do uh today we are going to uh just quickly speak a little bit about Destiny so I'll introduce you to who we are our perspective on the market our understanding based on many client engagements what the current state is what people are asking for uh what employees and users are asking for and especially when it comes to integrating Microsoft teams into the telep environment so we'll share a little bit about what those options are we'll speak about how Destiny is solving in an easy and simple way we'll move on to a demo and then we will uh take some time to answer the Q&A we have an hour uh for the session and so hopefully if if if our timing worked out the way that we planned we'll be uh we'll be uh on time so firstly for those of you who may not know who Destiny is we've made it our job to make communication easy and we've done that quite successfully in the European market we're recognized as one of the leaders in Cloud communication we have over three three million uh users on our Cloud communication platform this is Destiny technology so not third party software it's Destiny owned technology and in the case of Destiny Belgium we're a licensed Network operator not only on uh uh fix line services but mobile services too and then perhaps in line with the theme and and what we aim to do today what's more important is where we sit in the Microsoft ecosystem and I'm proud to say that we're a number one teams integrator we have over a million users using Destiny Technologies to voice enable their Microsoft teams environment so I think we're in a fairly good uh position to to be able to uh bring you some guidance uh on uh uh how to do that in your organization why are we on the market is quite simple we know that business communication has changed it's evolved uh and in fact that landscape is completely different to what it was just a few short years ago there are two aspects that we generally look at the one is what do we do and what are the Dynamics that are faced by the typical employee or the typical user of technology today I think what we do know is that work is no longer a place I go to work is where I am I might not carry the normal business hours I might be uh more driven by outcomes rather than timekeeping um but more importantly you know I might work from an office I might work from the car I might work from a coffee shop I might work from a co-shared space you know these are all places that I need to have access to these communication tools but not only that when we talk about the communication tools we also talking about the different types of tools that I would use maybe I have some software on my PC I've got an application on my mobile phone or maybe I'm just using my my mobile network um I could have a fixed phone a void telephone uh at my desk um and of course then we we we communicating not only in voice but you know we have video meetings too so when we look at what's involved for just an employee to be able to be efficient and be productive there's I don't want to say the odds are stacked up against them but even in that picture it could be quite a complicated environment to to navigate so on the one hand that's how we understand employees are working today and this is even relevant to us here in Destiny Belgium on the other side of that what we have is our customers and our customers have become increasingly demanding uh we're on we we're very much in this on demand uh economy so we want answers now we want we're expecting personalized service we're expecting our suppliers to listen to uh uh listen to our problems to understand our business uh to be responsive and uh to be able to provide Solutions those are the Dynamics and that is what we have to uh contend with uh as as businesses operating in today's landcape so our job is to make all of this as simple and as easy as possible not only for users but for customers too and so hopefully in today's uh presentation you will also see not only how we enable the team teams integration but how we bring all of this together and and bringing that all together is where you unlock uh the uh the feature and efficiency gains that uh you know that we're uh hoping to share with you today the other thing that we see in the S&B market and I've listed six here but in fact these are the six minimums there might be more uh uh but we see this in most of our engagements is that we have a mobile network Prov someone giving me my SIM cards and maybe my devices too I would have an on premise uh phone system or on premise PBX of course connected to that PBX we have our fixed lines then we've got a little bit of Microsoft teams because we use teams for internal communication collaboration and meetings yeah back on the left you know it's it's it's it's a traditional phone system and and my mobile phone uh uh you know that I use for uh for voice interaction I have a chatbot because we know customers not only want to be able to call us when there's a problem or a request or when they would like to get more information they want to be able to visit our site they want to be able to interact and Reach customer service or frequently ask questions through a chatbot then we have our social media integration and then on top of that there's the big question of well where are we storing our customer data and what we definitely seeing is a big drive towards cleaning up uh and making sure that CRM now delivers on the role and the purpose uh that businesses intend to um so CRM is a big a big big thing for us so if you think about these six different platforms what this may mean to your organization is six different suppliers that may mean that that's six different invoices it may mean that that's six different service level agreements and the challenge is that not all of these are integrated or not all of these speak to each other and so when you need to start getting people to talk to each other you know that's uh the success of making the seamless environment is very much dependent on everyone's understanding on how these different platforms can fact work together and that's a challenge so Destiny makes this simple so what do we bring we bring an all-in-one business communications platform um so we take all of these elements and we become the single provider we become the core for this environment so you can bring um you know these external applications or you can leverage the applications that Destiny provides but we bring all of this together which means one supplier one invoice one service level agreement one point of contact and more importantly we help you to achieve your objective but from less applications uh you know so you don't have to jump between applications so that is uh really part of our mission here in in Destiny but of course why we here today is really around the efficiency gains that can be unlocked in enabling voice in Microsoft teams and the world that we know of course is that you know we use teams for internal chat collaboration and meetings and I have my phone system that's separate you know what are the options that we can bring these two worlds together that was about Destiny but who are you um we are obviously delighted to have you here today we are making some assumptions but these are fairly uh uh informed uh conclusions but you either have an on premise phone system currently so you fit in the category of either separate phone system and teams and you're starting to look at the options so how can I actually bring these two together or perhaps you're already using Microsoft teams with some telefony capabilities in it and maybe you've identified that there's some gaps uh that you find maybe the Antics doesn't bring what it needs to or maybe you want to add some customer engagement to that or you'd like to have some extended CRM integration so even to existing teams environments there may be something uh that isn't quite working for you uh yeah I'd also like to say that that's where Destiny can bring excuse me a solution or um last but not least we you know you maybe are operating in the industry already but maybe new to the telepan environment or you're an it integ gror uh looking to break into the telep market or enriching your Microsoft uh services and solutions with other value added applications and of course we welcome uh the engagements from the partner Community uh too as I mentioned uh the teams solution where we are and having a separate phone system and having teams integrated for telepan is a is a common uh a common challenge uh and requirement that we that we see and actually when we think about it from a user experience point of view uh there's only one thing that changes here users are used to seeing the leftand view for teams that's the teams that we know and I can't do any internal excuse me I can't do any external communication from that in other words I can't make an external call I can't phone A supplier I can't receive a call from uh you know from a customer um if they're dialing my fix line number and so the teams that we want to get to is where we have this dial pad if we have the dial pad it means yeah then I'm able to make external calls and receive calls unfortunately uh from a user point of view it's quite simple but enabling that environment is actually quite difficult and without going into too much technical detail I think the questions and the considerations really are around where do I start with this and so uh if you've looked into the Microsoft ecosystem you might uh be familiar with the terms that I've got on the screen at the moment so that is Microsoft offering the ability to voice enable Microsoft teams using either calling plans direct routing or operator connect and I guess the real question here is how much of this do you want to put into the hands of Microsoft maybe you go all in with Microsoft and calling plans could be something that's interesting for you uh but uh maybe you want to uh uh you know go with a different uh uh provider and they've got a value proposition that best meets where your business is at in your journey uh or your your evolution in in the uh modern workplace and maybe direct rooting is an option or operator connect is an option I think the considerations around this are twofold firstly we know that with all three of these options you get the dial pad in Microsoft teams so user experience we tick that box and we say we can deliver what our users want because it's a simple solution for users when it comes to you um these are are Fleet managers it managers customers who have this Microsoft teams domain when you're looking at the options some of the things that you might be looking at is well which carrier is maybe going to give me the best proposition um and maybe the best carrier that's going to give me everything that I need so that's fixed and mobile it might be around infrastructure okay so if I wanted to go direct routing or operate to connect what are my infrastr infrastructure requirements are there things that I as a business need to invest in or is there something that I can get from a service provider are they going to sell it to me are they going to rent it to me those are things you need to to think about um the questions of who's going to handle the number porting uh are there any specific uh pstn or you know basic fixed line services that uh that you use perhaps you run some toll-free uh services in Belgium uh maybe maybe you've got um specific numbers that you need to be able to call specific premium rated numbers uh those kinds of questions will also Force you in one of these uh one of these directions we can't just say it's a given that that all of that will be available to us or be available to you also uh just in the point of the calling plans you need to consider yeah the calling plans not only for fixed but for mobile too so Microsoft calling plans offer per minute and maybe with a third party providers you might get a better all round offer not only for fixed line calls but um yeah also for mobile and international calls lastly on the infrastructure side is redundancy so now you've said okay I need to invest in a session border controller and I'm going to rent that from a service provider the question of okay what happens if a session water controller goes down uh and and and that might mean you need one you need two uh maybe you're a global organization or distributed organ organization and you might want different service different or might need different session border controllers these are things that you really need to uh um yeah consider when you're evaluating the options on the right hand side is we get more specific around the requirements so do you have specific devices are we sure that there's feature parody that that maybe when you want to move over to teams you've got devices that can actually be connected and how can they be connected sometimes they can be connected directly to team sometimes another Gateway or another SBC needs needs to be added to the uh uh you know added to the solution are there any specific ways that you root calls in your organization perhaps uh you have different schedules um not only on a Global Perspective or in terms of coming into a customer service center and you want calls rooted in a specific way at specific times or you want specific messages being played at specific times but it could also mean the rooting for my users you know uh how do we maintain this work life balance how can we uh give a user a single device and we know that from 5:00 pm or from 6 PM we're no longer going to be sending business calls to their mobile phones you need to just consider what are the advanced core roting requirements that you may have the next one is you know handling hybrid workers maybe you've got an environment where not everyone has uh the full team's uh experience or the full teams licensing um and so they might need something different and so something different might mean a separate platform a separate phone system and is there capabilities for those phone systems you to to to talk and integrate with teams so it provides something that looks fields and functions uh like one solution the mobile integration important uh important especially in in in today the trends of uh being a mobile Workforce and working working on the go uh service level agreement things to think about who's going to own the teams configuration not only the initial configuration but the ongoing management and maintenance we see a lot of customers really ask this question around can I give this responsibility to my internal it teams and will they be able to do a good enough job in managing our telepan environment amongst all the other IT projects that they have and do they have experience in the telephony environment so when I say to them listen this is how want this C flow to work this is how I want this ring group to be structured do they have the level of experience to uh to configure and advise around that specific configuration and then you think about all of these pieces and you say okay who's going to manage all of this for us uh so this seems like I don't know what you think about it but when I when I look at it it's a lot it's a lot to think about yeah it's it's it's a lot in and I think there are even some more points these are just some points but for example Also regarding anal ICS and monitoring in general that's also a question how far do I want to go and do I need to have a view on all the calls are being made and then that comes into the point and need you say okay you have different kind of uh let's say platforms that you need because you have specific requirements that are not filled out with one platform how can you then centralize and and make it all together so it's one clear monitoring if anything is possible even at all so that really brings some questions yeah absolutely and I think we've already asked some of these in the previous slide but I think when you're starting this um this journey and starting this investigation I think the first question that really needs to be asked is what level of Microsoft licensing do you currently use because that answer would either push you in a certain direction or be would become a critical part of building the business case so perhaps if no one has the required teams licensing to enable telefony when you start looking at the numbers you might and building the business case you you might find that that that actually uh you want to reserve the full team's uh experience for only certain people in the organization and maybe for others uh who just need a a cordless phone as an example they don't need the full team's experience and that goes again to the hybrid environment that I was talking about earlier the point two which again is in the top list of the things the questions that we commonly asked is um yeah you know who's going to manage it and I spoke about whether using an internal it team is the best decision for the business um or Outsourcing partly because it doesn't always have to be that I give it to everyone else maybe in the case of Destiny uh Destiny can do all the heavy lifting but internal it admins and Fleet managers have a portal that they can use to make changes on the Fly changing a schedule changing a message inside your uh your ivr uh or your welcome greeting when people call into the organization you know it also it's about empowering local users to be able to make changes on the go no same goes for partners as well so that's also add an added value that can be in there you have a customer who can do some really basic things themselves really not not nothing too technical but day to day then you have a partner who can help with some more complex and then you can still see Destiny of course as a third line provider for anything that is more complex just about the the the knowledge you have uh as a customer or maybe as a partner yeah then taking stock of what you currently have is a vital part we see this time and time again but sometimes the uh um the panel or the stakeholders making the decisions uh aren't always as aware of what the business actually uses inside the organization so taking stock of what you currently have and saying yeah this is the way our business is structured this is the way our call flows are structured this is how our users connect uh these are the systems that we have integrated this is how they all work together is once you understand that picture and we've now said L this is the Environ that I need to uh uh maintain inside our business uh is looking at if there's any feature parity between what you currently have and if you had to move over to teams as a standalone whether uh all those needs will be met it's a big thing that you need to consider and I spoke about uh the advanced core routing uh support for legacy devices and any sort of customization or Integrations uh that you might have and then lastly and yeah we spoke about it uh but I'll just reiterate it again is just um you know is can we achieve this intended outcome with as few stakeholders or as few few suppliers um as possible um and can uh that supplier offer us a solution where you can accommodate for an environment where maybe not everyone is on teams maybe there are users in the same organization that don't have the Required licensing and this is exactly where destiny in so if you can imagine anything that's got to do with phone system uh that responsibility and that technical capability actually now sits within Destiny so on the destiny uh UK Cloud pvx platform what that means is that we will take Microsoft teams and just like we have our own PC software just like we have our own mobile app and we can connect desktop phones and we can have deck devices or deck replace placement devices I think we're going to speak a bit more about that in a in a couple of minutes but we just take Microsoft teams and we put it as an extension on the destiny cloud pvx and so if you think about this Cloud pvx that is maybe a topic on by itself maybe another webinar for us where we'll talk about the extended capabilities of I Cloud pvx but 300 plus features anything that you can think of or anything that your uh the typical business requirements that you have for a phone system is met uh on the destiny platform but then we can enrich and overlay some of these applications that are interesting for organizations today so that is as I mentioned Integrations and it's not only teams but it could be integrating with CRM it's integrating with analytics um collaboration or customer experience and then yeah as soon as we have all these different devices connected to the same core uh it also means that the experience and the management is uh quite uniform uh across all the different users and so that really makes uh makes a big difference just to give you another small view of uh of what this looks like in practice so if teams is my softphone that means I'm still making calls or I would make calls through Microsoft teams doesn't matter if I'm using teams on my mobile whether I'm using teams on my uh PC or teams on the web uh when you make a call out of teams goes through the destiny phone system the destiny call routing engine so teams is your soft phone you've got your address book you can still do your or you will continue to do your chats and your meetings and you can do call recording you can transfer calls and park calls no problem that stays the same so users are satisfied when we take ownership of the call routing it means that we become the phone system you don't need to do any of that configuration you don't need to touch the teams admin Center or the teams tenant to do any kind of phone system configuration so that means when we become the phone system we going to you know we manage and uh we configure you know what do I do with my dial plans how am I rooting calls what ivrs and auto attendance do I have setup I need a switchboard operator console etc etc so we become the call rooting engine and your users can still uh connect to our platform using Microsoft teams as their soft phone so very simply put make and receive calls through uh Microsoft teams irrespective of whether I'm on desk phone um desk phone could be as well but irrespective of whether I'm making a call from teams on PC web or mobile um our integration extends to all those devices and where the value in some of our ukas functionality comes in is that if we've got everything coming through one platform it means that I can do things like being able to pick when I make a call from teams should I show my mobile number should I show my fix line number should I show my switchboard number or my central number uh those are all things that you can select on a user basis the other thing is that the synchronization between teams and the destiny phone system also means that at least if you're in a meeting you're not going to get people calling you they're not going to be able to call you uh or if you're in a meeting or you're in a call and someone's looking for you then they look inside Microsoft teams they will see that you're on a call even though maybe you're busy on your mobile phone not necessarily even in a teams call so that synchronization and uh that capability are is unlocked with the combination of Destiny ukas and Microsoft teams and then what we did speak about is just how we can overlay the teams environment with some of our value added applications I want to uh um we have two Solutions in the space the solution that we speak about today we call it teams connect premium so that is how do we bring the dialer into Microsoft teams in order to do that what's important is that you need to take stock of what Microsoft licensing you have if you are new to Microsoft there's a new license you don't automatically get teams anymore so you might subscribe to Microsoft 365 but if you want teams you have to pay a teams license and if you do already have Microsoft teams and you want to voice enable Microsoft teams then you need to add the teams phone standard license from Microsoft so a few licenses you need to um still have from a Microsoft perspective but if you bring that environment into Destiny we simplify the process in terms of the other licenses that you need so the CRM integration uh some of the advanced core rting capabilities analytics then you no longer need those in teams you can do that on on the destiny platform we have a solution uh it's generally available for Destiny but Destiny Belgium we obviously productizing at the moment that's called teams connect Advanced what we will deliver in that is actually just a dialer on our own technology and we will install that application into Microsoft teams so for the user they will still be able to use Microsoft teams to make and receive calls just not with the teams doller but using the destiny app which we call teams connect Advanced the big benefit here is that you no longer need any Microsoft licensing or any Microsoft phone system licenses so if you have Microsoft teams already you'll be able to install the destiny application not worry about any other licenses and what we'll do is we'll give you the dollar and the capability to make and receive calls uh through our platform so that's going to be a big one not only for organizations that aren't maybe ready or or for for various reasons uh uh will don't want to roll out teams for everyone you could have a blended environment so maybe you've got some users using teams connect premium some users uh running teams connect Advanced and who knows maybe even some users prefer the destiny applications and before I hand over to R2 um I just want to quickly mention the mobile integration uh because Destiny is mobile first um and we've got a really nice proposition not only in our own technology for the mobile services that we can deliver but when we look at what that proposition does and how that contributes towards A team's environment there are a couple of uh really nice things that that delivers to a user and so I did mention before but you can select in teams when I make a call should I what number should I display it doesn't always mean if I make a call from my mobile that I have to display my mobile number I can display my fixed line number hide my caller ID or an office number we can also root calls uh automatically based on your pres State I think that's probably best demonstrated so we'll leave that for for for at uh but really um uh you know it means uh yeah depending on what my present state is inside teams do not disturb unavailable in a Call Etc what do I do with phone calls at that time um it also means that because I've got teams um and uh uh um all telephony running through thek UK's platform that means I'm now in my analytics system I have a full view of all calls fixed line calls mobile calls and even teams meetings in one analytics platform and then lastly is we have our CRM integration where our CRM integration extends even to calls that you receive on your mobile phone so maybe you run an environment where you need to bowl for calls and you want to improve the way that you do that process well if you have a customer that calls you on your mobile phone or you call a customer from your mobile phone and you have a consultation if you have the integration with our CRM there's a good possibility that you'll be able to track and do a Tim stamp on that phone call automatically in your CRM or bilding system so when you make a call from your mobile phone you can already build your customers for that call and maybe you don't want to build but you want to be able to report on how much time you spent engaging with certain customers so even ICM integration extends to calls that you receive on your mobile phone but then of course if I'm all if I'm a um in the Professional Services industry and I'm I need to consult with customers and I need to call them from my mobile phone but I don't want to show them uh I don't want to open my mobile number yeah you make a call from your mobile phone but you display your fixed line number these are all possibilities with the uh with the destiny uh teams integration maybe another nice application is you touch upon it briefly is a de placement so I think most of you probably still know the the deck phones so the the lers as we see in Dutch so just the Corless phones the the heets and all that um it's it's a nice solution but the problem is of course you need to have infrastructure and then it's a different infrastructure you have for example you have your Wi-Fi you then also have your uh all your deck infrastructure which you need to maintain and all that and also the deck handsets can cost a lot of money if they break or you need to have some expensive rized devices and even then they might break um what we can do with the mobile integration technology we you just have a simple SIM card and that SIM card can only call uh via a fixed number so it can receive and make calls from and to your fixed number so no mobile calls no data calls but the cool thing is you can put it in a simple device an old noia so to speak it works actually um and then you can just use that as a deck device so that's what you call the dect replacement you just give it to people who are on construction sites in a in a factoring environment these kind of things and then you have just a cheap phone can be 50 a simpl as can be put a SIM card in it and then you have a user which can call over the mobile network instead of having to use different kind of infrastructures a really nice application and then maybe just uh separate to that is is maybe not on the older devices but on the newer devices we also support voice over LTE volti or voice over Wi-Fi so so even even if you're in an environment now you want to use a a debt replacement device but maybe you don't have good Mobile coverage in that environment well if you've got a good Wi-Fi infrastructure or uh vaulty uh signal uh you'll be able to make and make and receive calls through that Network tooly so it's a very uh good proposition so on that note what I'd like to do I'd like to hand over to you uh because sometimes it's not only about hearing the story it's about seeing the story so seeing is believing as they say seeing is believing I'll uh quickly share my screen there we go so I have actually a couple of things to show you uh I can't show everything we have at Destiny I would love to but then I I'll need to take two hours I think at least at the very least uh which I would but I'm not allowed to take too much time today um so I have for example a regular user here so um a regular teams User it's a bit like Mitchell show just then um and I don't have any special phone license so I'm just a regular user and see here in the calls menu uh you see actually I just have some uh internal teams calls but I don't have telephon calls so why can't make my phone calls from here um now if I switch over then to the user we do have it so with our teams connect premium solution um then yes we do have the phone license but we can also use this to make phone calls for a user this is just a regular teams phone environment so as simple as can be and as it should be also um but the only thing is as Mitchell said in the back end is just connected to our telep system um so for the end User it's exactly the same kind of user experience they're used or maybe not used but they can easily use in teams which is very nice um but in the back end of course with all the extra added benefits that we have like a mobile integration CR integration etc etc uh the more advanced call rting these kind of these kind of things so that's really nice this does not change with us so that's really the same what do you what you do get is an extra plugin and with this plugin you can control a couple of things as a user uh based on the the phone or the phone environment let's say so our our PBX environment so for example I have a couple of I have a couple of groups so I have two groups here of which I'm a member two test groups and I can just log in and out of these groups uh for example here I can select my color ID so now it's on office fixed but I can also place it on Office Mobile I can do it anonymously maybe a switchboard number etc etc the cool thing is so I can also take my because of the mobile integration I can select my mobile number and then I can just go to the calls stab type a number out or select someone to call via VIA phone and then they will see my mile number as well so that's really to show that it's in the backand completely our system taking care but for me as a user it's just like I just have the phone system of Team uh which is really quite quite nice also voicemails you can see you can manage them that's quite self-explanatory but then the cool thing at least for me I think is the coolest thing about this about this plugin is really the state synchronization um Mitch talked about it a little bit already but what you can do is um we we have all a calendar we we have our agenda um for example and I think we all almost all of us we use for example Outlook to plan everything so if you have vacation you plan it in there if you have meetings you plan it in there etc etc um or teams doesn't matter you plan them in there so that is more or less or it should be the single source of Truth for your status and your planning uh in reality what do we see you have a phone environment a pvx and you have the teams uh environment or the Outlook or the office environment just in a broad term and they're completely separate from each other and then you're for example in a teams meeting and then you constantly get uh annoyed by calls coming on your on your fixed phone or even your mobile phone if you don't want that um which of course is not very very um it's not something you would like to have so what we have is actually synchronization between the two where we take uh the office environment as a single source of Truth in terms of present State um and then the the telep solution of Destiny follows that follow suit um so for example just to give here you can see them already the mapping so there's regular available status in teams so when you don't have anything to do of course you have something to do but you're available for talking um then it goes over to the available stat a similar available States in our in our telep solution but some for example I just come out of vacation um and when my States vertification because I was out of office um in in in office I planted in my calendar so the purple box if you can remember that um then also my telep status went to Vacation automatically so I didn't need to change anything I didn't need to plan it in automatically folded that's one thing so this is the present state but also the call state is also synchronized that's even two-way so what does that mean if I'm for example I I take my cell phone and I'm making a call with my fix number for example or I'm using the team it doesn't matter um then in the telep solution of Destiny yes I will be making a call because I'm using the teleph system um but then also in teams if someone goes to my profile it will see in a call like I was in a regular teams call which is not the case also the other way around so if I'm um if I'm in a in a teams call or a teams meeting or a conference call or whatever you want to call it um then also if someone looks at my present State on the teleph system then they will see that I'm in a call uh which is really quite nice because whether you are in a call on teams or on your own telep let's say it should not make a difference you're in a call so why should you the other one uh why should one not override the other let's say so that's really something we just unify them by using the office as the single sort of truth but then also synchronizing the the Coler State let's say so that's really quite quite nice maybe also something else uh I can show you it's just a quick sneak preview of the uh uh the teams connect Advanced so uh license or the product which uh Mitchell talked about so if you um do not have a phone license because for example you have E3 Microsoft E5 it has an include standard but if you have E3 which is usually what we see in uh in SMB environments there if you don't have a license well you can either buy it of course but then if you if you um say okay it's it's too much it's around six to seven EUR depending on the pricing uh per month per user just for a phone instance well if you um if it's financially maybe too big of a of a yeah a demand let's say then we do have indeed on that plugin which is coming soon so I'll just quickly show it but I didn't show you anything if they ask so here recorded I so um you can see it here it's pretty much the same thing it's a dialer with some history and all that but then not the native team dialer as you would see with the phone system or with a phone license but just a selfmade dialer in this case so really that's that's basically it for the user for the end User it's just that simple so you don't see too much um uh too too much special things and it should be it should be very transparent and straightforward for the user it's mostly in the back end that the real magic happens yeah so if MIT for example calls me uh on my number so go ahead then you can see for example mit's colum just to give you an IDE I also want my mobile phone as if Mitchell would be calling my mobile number it shows my it re shows a native dialer call which is right quite nice with mobile integration but you also see this popup right and downlo stop calling but then you see RCM integration which is also quite nice I would say in this case we have actually two you can have multiple that's the cool thing about it as well so we use both H and Dynamics here in at Destiny um and you might use whatever you like to use or do sales for you name it um and then it will do the lookups for actually the uh for these uh user or for the ining incoming number uh in those CRM systems that you have the integration with and you see for example here in Dynamics it recognizes the number as Jack power it's actually not registered in our in our PBX the number is really just because it sees it in the CRM where it should be because that's a single source of Truth for your CRM data or for your customer data so we see Jack SP Mitchel gmail.com with some information and then the account that is actually linked to it I can just click that and then it opens the account in Dynamics uh same thing for HubSpot um where it can also for example in this case make a small note and then if I save the note then you will see in Hub actually okay there was a call at this point um and then the note that you actually wrote with the call to say okay this was about blah blah blah doesn't matter so that's really quite nice and these are just a a couple of simple examples you can really go further with this kind of integration as well with different kind of CRM packages over 60 at the moment actually uh and ticketing systems and I think one of the biggest challenges that that we have from an efficiency point of view is I have a telephone call and then I'm expected to capture that detail in CRM so now I need to move from one system to the other and then I have to go and search and find the customer contact and then decide okay am I having to log this inside the customer CR record or the company sorry the caller CRM record or maybe the company CRM record um yeah but you're having to juggle between different applications and so if we saying and we agree that actually all data needs to be in CRM it means that maybe when I receive a call I want to quickly be able to create a record in CRM which we can do directly from our popup um or you've also got the flexibility to say okay when I can link from my popup what do I want to open do I want to open the company that the user belongs to that the caller belongs to or maybe I want to open up just the contact record uh because I want to get more context around who this customer is I want to be able to get quick access to their contacts uh or contracts uh their service level agreement uh who they L spoke to when they called in a history of that communication and so having that as an integrated requirement um is definitely bringing a lot of a lot of value and efficiency gains for our users yeah indeed yeah there are two major advantages I would say of the system one is of course just internal efficiency not having to look up your customer really saving some time so you can serve more customers in the same amount of time so that's just more efficient but also just for a customer experience point of view if you have if you're a customer in your call and you have to already wait long that's one thing um and then also have to give your name or your customer number Etc it's not really customer friendly here it just pops up you know the person you know which company they are from and you can just really say hello Mr Jack from from test account so that that's really quite nice as a customer the customer experience and of course as we all know in this day and age the biggest differentiator as as a company or as a service company is really in the customer experience itself and the customer Delight yeah so talking about that what about uh the caller Journey because that's always uh that's always uh the best way to prepare for the call that's coming in yeah exactly that's a good question so you can hear hear for for example the call Journey huh now okay it was just ring for today but if you have a customer who had called multiple times already today you can nicely see that in this as well so you already know to prepare okay this customer has called multiple times and it ask some Bic maybe some basic questions because they already have uh given that that information so that really helps as well to to contextualize how to how to speak with your customer or or or vendor or whatever kind of contct person you have and or maybe you're unlucky number four so you're the fourth person the customer has to speak to and so it's good to know the call came in through our Customer Support Center it was then transferred to Larry customer spoke to Larry it was then transferred to Jane and eventually it's it's by you so you know before uh before you handle that call what you need to prepare for yeah then you just need to answer with sorry as a first as first word but at least you can answer by the first name yeah exactly exactly so that's the C experience you want to give so that's really on on the user side a couple of examples how how we can use this of course that's one part how then can we manage that and for example more as an admin how does it work in the back end I won't show too many details but to give you an idea how easy it is to manage actually for example the teams integration specifically but also just in general the phone system that is behind it um so let me quickly switch my screen here to this and this is our platform let me put away the popup so this is our our platform this is our backend platform so here you do manage your phone system your destiny phone system and users will never see this this is really something purely backhanded for the one who manages it so it can be either you as an IT admin uh or just as an IT person and Company but also a partner of course can help manage this or manage this completely for you um once again also Destiny can do that so that's the whole question of who does what um but the cool thing is for example for the teams telephony I have it here it's one of the adal that uh the environment has um if I go to the configuration Al show you how simple it is so as a first step you just need to have some admins here some teams admins who can uh link the organization with the the team organization or the office organization with uh with the phone system that's it that's just a one sign setup thing and then you have the users now for the users it can be actually you maybe you don't even need to go in here why because as standard if you have for example a user and just giv an example at testing me.be and I have that user in the office environment and I have that same user that is being created in our teams sorry in our destiny environment then automatically it will put the link between the two so it automatically my uh phone uh user and teams will be linked to the uh to the to my yeah calling user let's say in teams which is really quite zero touch let's say um and then every time you create a new user it will do the same it's uh that standard but if you want to do it manually because uh either you don't want all users to have automatically the teams integration or full-blown teams integration and maybe you want some users to just use the de replacement profile you want maybe some other users to have a um to to use the the destiny soft on whatever doesn't matter um and they don't need the teams integration or if you have different naming conventions between your phones the teleph system of Destiny and then the phone uh environment or the teams environment in general the office environment then yeah also then you can can just use a manual linking system and you can say for example I have a user here after your mom with this number and then it's for a moment not connected but then I can choose for example connect and it's really as easy as just selecting the uh con the the matching teams account in the office environment that's really just it's I won't click further because then it's actually activated just to show how simple it is and you don't even need to know it you don't need need to use this if you have really the linking between uh between the two automatically based on the just copies it so that's one part but of course that's only just one part of our phone system I can quickly show some other points but we're running out of time because I think we have quite a bit of questions to go through as well uh or at least a couple um so for example here you see also the users let me just select maybe my user and this is just my user with my credentials etc etc um with my number this is all test environment so there's no um no real private information here um I have a couple of groups where I'm a part of and so we have different kind of groups as well going from some simple hunt groups to really Advanced call distribution groups in more call center Bas groups um so also devices I can manage devices I can add some devices and now I don't have any third party devices but I can easily have the device as well you can manage devices in the uh SMP as well um some really desk phones zero touch provisioning really changing the configuration in a visual way even without having to do it on the phone itself so that's really quite quite interesting um yeah I think when it comes to S&P it's really about we speak about us being the call rting engine so how do you access as a fleet manager as an IT manager as an IT support uh company or a partner that's delivering these services to customers what interface and what application do you use to enable the configuration and so the power behind what we deliver is the seamless um uh provisioning process between teams users and the telepan uh platform um but then of course this is the portal that a customer or a partner would go into sorry not a customer but this is the portal that a partner would go into or the support uh support company to uh to make some of the phone system configuration yep indeed and maybe some last thing before we go to the questions or we continue um is for example here you have a call group so that's an advanced call distribution group uh Destiny to usern name what's in name and then here you see for example just as a basic first thing okay what the opening hours now it's just completely 24/7 open but you can put it to okay 9 to5 and then maybe on Wednesday it's only to 4 just giving an example and then a week is closed that's a standard thing and then based on that you can okay have the correct interaction if someone calls outside of the OU then maybe it goes to a prompt it goes to a voicemail Etc it goes to a failover group um you can make some de deviating entries like public holidays on Christmas were not available or a closing beat maybe you have as a company um you can then also have some things like okay if a call has been waiting for for too long and what do you do do you forward it or not and no forward they just keep waiting uh when no agents are available so um how many cues at the same time or or calls in the queue can you have at the same time as from there are five then you can do maybe nothing or of course then make forward or forward it to a voice Bo for fail of a group anything like that the members you can manage in here as well so you can add them you can do it really just uh on a on a skill based level actually uh on a priority based level and you can log them in and out give them supervisor rights or not so they can uh manage the group themselves these kind of things maybe one last point which is also important prompts so of course you have quite a bit of prompts in a telep environment for example if someone comes into the sales CU or support queue or whatever kind of queue they call into the general number they go through a choice a menu Choice already quite a bit of prompts and then they enter for example in this distribution group and then first thing you hear is that prompt being played you can also not play prompt with experience point of view you would like to use that and then now in this case there is no prompt but you can say Okay I want to just select one of the pre recorded promps we have already in the environment you can say I'll add a new proms so if you do that you can just give it a name doesn't really matter test test add a new language let's say for this one is just a Dutch so it's nlbe um and then you have three options so either you just upload uh w UAV file just an audio file that's straightforward or you can also just immediately uh record so you can just with your headset and a microphone or whatever you can record actually a new message or you can use text to speech which is also quite nice um you just select then again the language and then you have a couple of voice models that we use um and then you can just type in the voice uh for example that is a test convert the text to voice and then um you can just use it like that so you can play it you won't hear the sound so I won't do it but it's really quite nice it's not a bad uh voice if you ask me um and that's it and then you can just play that so if you have for example oh I forgot we have Christmas I need to have a promp when people call that they know okay they're not open you can quickly M that it's really right handed and especially good for support centers so if something happens in your network environment or you need to get a message out to everyone so people calling into your organization could hear that mass distribution message and not have to then be speaking to an agent to relate that information so this really gives you the tools to to do that on the flight shall we quickly touch uh touch on analytics unfortunately the time is really really um uh caught up on us um so maybe we can just yeah I'm going to get us on to the next slide yeah indeed so I'd love to show this as well but we don't really have the time so we already prepared the slide just for this uh if you have any other questions or things you would like to see just please reach out I'm me or someone of the team or someone else can is happily going to answer your questions and show some more but we only have the limited time of today um but just to to give you an idea we talked about it already briefly this analytics so that's really a platform we use um to to gather all the data and all the data I'm talking about fixed calls I'm talking about mobile calls and also as Mitchell said also everything that is happening in team so the one-on one calls the conference calls you all have it in one platform so all the collaboration you do be it on whatever platform uh real time collaboration let's say um it's all it's all logged in there which is really nice then you can make some really Advanced reports you can make some weekly reports monthly reports you can have a realtime dashboards as you see here on on the on this slide uh for example for indeed the support environment to know okay what the worklow um and a cool thing as well you have a powerbi connector so you can just inject the data all via powerbi so we can make it together with your possible other kpi that you have in there so it doesn't have to be our own reporting and um and dashboard so of course we have reporting and visualizations different visualizations for those reports we've got scheduled reports we have dashboards that are fully customizable so all analytics across all communication data from one one platform that's the key thing and if you don't mind CRM connect you want to quickly just touch on some key points there and then we can uh yeah I think I I talked about most of it already so it's really quite a nice system it's it's kind of middleware we have without too many details we can integrate any kind of solution so um we already have over over 60 Integrations there so and you can that can go from a simple integration uh like just the popup with the the the customer uh contact and then you can click it open but it really goes also into registering the call with the time and a note and and other kind of information in into the CRM or ticketing system directly from the popup which is really really quite nice all right um yeah thank you very much for that uh I don't think I need to invite you to ask questions I'm having a look at the questions I think the last check was 28 29 questions so thank you for the questions thank you for the comments and remarks uh yeah we'd love to uh uh love to answer them for you and and and get back to them I think maybe just to uh really summarize what we've spoken about today and Destiny's role uh to play in in the Microsoft ecosystem is that you know of course reminder this is our own technology it's not third party technology this is tried and tested and used uh used worldwide our proposition is around giving you something that is easy to use and easy to integrate we will show you and more more than happy to demonstrate uh on a onetoone basis exactly what that process flow looks like uh but remember our mission is to make business communication simple for users and simple for employees or simple for users and simple for customers um we're mobile first so you will see this the the theme of mobile integration in all of our Solutions and in a lot of cases the level of mobile integration is is uh is something that um you know is really delivered in a in a unique way and then of course Destiny being the one One-Stop shop the all-in-one communications platform the all-in-one service provider secured connectivity business Communications um and of course uh um our role to play in your organization with with and within our partner communities you know could could really be um uh you explored in in in in in great in great detail so we thank you very much for joining us I'm going to give you an opportunity to scan the code um we will have a chance to win one of our jerseys the lot of Destiny jerseys or as I mentioned the Bongo gift voucher if I'm not mistaken I think that this code will be active for the next few days I think it's three days three three to five days um so good luck you can expect to hear from us in uh in a couple of days and hopefully you're the winner and unfortunately I think we're out of time for questions um but I think let's make a point of going through them over the next day or two and we'll certainly get back to each and every one of you thanks for your participation thanks for your attendance and hopefully we've given you some insight today and we look forward to engaging with you uh hopefully in the future thank you very much [Music]