Pandemic and people still working remote and that hybrid environment, which isn’t going away, that’s just made teams.

More popular because again, it’s already in a lot of customer environments. In fact, over a million organizations use Teams.

As their default messaging platform. So for internal chats, maybe their email management. Teams is in a hundred 81 different countries in 44 different languages.

So what are customers asking for? Okay, it’s my chat tool. Why am I asking for phone system integration?

One big thing is they want a single device on users PC. They don’t want to have to have manage multiple applications for the end user.

IT is fine with that. They’re used to managing multiple different applications. Mail services, phone services, security, firewalls, routers.

They’re used to that. But users, maybe they have a single monitor, desktop, desktop space is a premium.

Okay, they want a simplified customer experience, but still providing all the features that they want. And again, that single interface, that single pane of glass, for their agents.

Again, we’re focusing a little bit more on the contact center side of things here today, but I’ll talk briefly.

About how this is going to impact non contact centered users here in the the near future.

So what environments is the supported in? And this is if you attended today’s webinar, I see we have, oh, I saw last I saw 40 or so people plus on here.

You’re gonna be happy that you came today because this isn’t just for teams environments.

It can work in that with direct routing or operator connect. But I reached out to a number of partners and they’re like, we don’t sell teams.

That’s fine. This is a perfect solution for that. This bridges that gap. This works with other UC environments, Ringcentral, Netsapiens, 3 CX, Avaya, Metaswitch, Asterix, Webex.

Really any phone system that we integrate with. This can bridge that gap between teams integration and the phone system.

You don’t actually have to be using. The team’s phone system, direct routing or again, that operator connect.

For the calls. You could do what it is you want to do.

So what are the supported features? What did what were people asking for? The top 2 are the big ones.

Single sign on. I log in to Microsoft Teams, log that me, log me into the contact center.

Don’t have me enter my information again, make it easy for IT and users to manage their passwords.

So single sign on. And again, we want it in the same app. So that embedded app inside of Microsoft Teams.

Here’s where Xima starts to differentiate ourselves. One, bidirectional presence sharing.

Okay, so, okay, well, you get in with Teams. And then you do things from a reporting perspective.

Okay, I’ll explain a little bit more here in a bit and show that in a live demo and then Windows notifications.

What if I’m not in Teams? I need to be notified if there’s a call or a chat or an email.

Those are some things we enhanced. With our solution. Okay, so Xima’s value proposition.

The embedded app. In essence, this is an iframe that is running with inside of Microsoft Teams.

That’s basically how everyone is using it. It’s an iframe inside of that application.

It then also uses single sign-on. So when you click on the Zoom icon, it automatically logs them in based off of their email address.

Now that’s an important thing to remember. Their email address has to be the same both in Xima Web RTC, our Web RTC agents, and Microsoft Teams.

If it’s different email addresses, there’s no real way to do that single sign-on.

The Xima app, it will be available under the Microsoft Teams app store. We’ve submitted that application.

It’s up to Microsoft. They don’t give a definitive timeframe of when that will be approved, but we can send you a link that will add it to your customers or your instance so you can access it today.

Now, one thing we did differently, one problem that a lot of companies face when dealing with that iPhone.

Is when you click off that ifframe. In essence closes this session. So if you’re not actively looking at the Xima screen.

It won’t present calls to you. It won’t present that. So we need to do address this.

How we did this is we install when you 1st log in, 1st time users you’ll be asked to download a Xima agent client.

Think of it as a headless client. It just runs in this task bar. In the background keeping that connection open.

So that way you don’t have to actively be looking at the screen. Or the contact center screen.

To maintain calls. To maintain activity. A lot of companies run into this problem and there’s different ways they’ve addressed it.

But those can introduce new problems of how they addressed it. And so we took that feedback again from partners, from customers things they didn’t like about the current solution.

And we addressed it with the Xima solution and one of those is this Xima agent client that runs again in the task bar.

Now again, present sharing. The reality is when you get to contact center, there’s team statuses over here on the left.

The top right hand corner of Teams, you can set yourself to a busy state. You can set yourself into presenting, into focusing, to be right back, be away.

D and D within teams.

Well, we push those statuses over to the contact center. So if you go and do not disturb in teams, it’s gonna put you in do not disturb in the contact center.

Or if you go into a busy state or a be right back state. It’s going to push that over to the contact center.

This was very important. A lot of solutions don’t do this. And one of the feedbacks we got from customers was The reason they hated their current solution is they’re like, oh, I’ll be in a team meeting, kinda like we’re in a zoom, but imagine as a teams meeting.

And the contact center is still getting calls. Because they don’t know that the agents in that state and so what the companies require is oh you got to make sure you change your state in the contact center.

Now, doesn’t matter, however, wherever agents want to change their states, they can do that.

And vice versa, if they do things in Xima, that’s gonna push the state over to teams.

So it is a bidirectional presence. We also wanted to make sure we gave reporting on that.

Which I forgot about this slide. This is an important thing and another Xima key differentiator.

What Microsoft advertises for that bi-directional presence? In their documentation is it can take up to a minute.

We found that to be problematic. We’re like customers aren’t gonna be okay if they go on do not disturb in teams not sending that state to our contact center.

For a minute. That’s gonna be a problem or vice versa. If I get on a contact center calling, it doesn’t tell people in Teams what I’m doing.

That’s going to be a problem. So our team found a better way. Ours will update within 5 seconds.

Not going to go into how our team did that, but it it’s a nice key differentiator.

And again, the other key differentiator is the reporting of these. So whether they’re using our DND or the reason codes with inside of Teams or if you want to know how many direct routing calls they had within Teams or how much time they spent in a meeting.

We track those states. So then you can run reports and you can add them to any of the reports.

Okay, now just, just by again. How other companies have addressed this? Just some examples, just giving out some examples, 8 by 8.

What they do is a call forwarding option. Okay, so you in essence have the 8 by 8 system.

And you have teams and. The team’s phone system. The benefit of this is in essence you call that Teams agent, it forwards to a team’s DID which rings the agent.

The benefit of this is that presence. Is then working. That’s great. The downside is, in essence, the customers pay for 2 phone systems.

In reality. They have to pay for both. Ringcentral and genesis they both kind of do the same thing because again the iframe It times out.

And so what it really is is it’s just an eye frame of really. Historical data, when you get on an active call or you take a call or you take a message, it still pops out their softphone.

That’s what they do. Works great. The downside to that is that it it’s still 2 different applications that you’re managing.

You’ll still have Teams client, now you still have that other phone. The other downside again based off customers feedback is the bi-directional presence.

It’s not sharing. So if you get on a call in one of those other systems, Teams has no idea about it.

Because again, it’s just, it’s just popping out another client. Okay, we didn’t want to take on those risks, cause again, that’s the feedback we got from customers is, oh, duplicate calls.

Again, you don’t have that bi-directional presence. You have people pinging you because they think you’re free and you’re not.

The system doesn’t know if agents are available or not available. Or you’re still managing multiple clients.

So yes, you integrated the 2, but in essence it’s still one of the feedbacks we got.

They want a single pane of glass. They want one application to manage. Okay, so let me show you how this works.

And what it looks like. All right. So here. We have teams.

Okay. Down here on the left, I have my Xima icon. When I click on that.

How much time did they spend in that? What was the average time? You can see that now. Or how much time did they spend in a team’s busy state?

Or a team’s busy state or be right back state. All again, all the different states. You can then add those to any of the reports.

So for example, maybe you’re like, oh, I really like your agent multi-channel summary here.

I can see, you know, calls presented, answered chats. We’ll go down to my agent down here.

Chats and SMS is and emails. But John, oh gosh, we really need some of those team states in there.

Okay, edit.

Just edit the report or again you could hit that create new report and then just start adding the different values in this case they’re going to show up as D and D values and counts and durations.

If you want to drill down into the specific ones. Just select the appropriate reason codes in here.

You’ll see. Those different reason codes. From Teams. That you can add.

Okay, and then you add them to really any of the reports. So that’s just a quick demo of the new Teams features.

Again, you can see it’s very much focused. On the contact center side. But let’s now talk about what licenses are required.

Within teams to make this work. Well, it depends on how the customers rolling out teams. For example, If they’re using direct routing or operator connect, they need to make sure they have the phone system license.

In order to enable that direct routing. But if they’re just using Teams and Let’s just say ACO or Ned Sapiens or Metaswitch.

Okay, e 1, e 3, E 3, E 5 is fine. They don’t need that phone system license.

Same with business subscribers. Microsoft 365 basic. Standard, premium. Again, phone system license if you need direct routing.

Front line subscribers f 1 and F 3 and education, a 1, a 3, A 5, government G, 3 g 5.

So really most customers that are using Teams. Can just do this integration and a lot of cases don’t have to upgrade their teams license.

Again, unless they’re like, oh, I’m moving to Teams is the phone system.

Well, then you still need that Teams phone system licensing. Okay, now from a Xima perspective.

How this works is in our said system settings, there’s a new setting that says Teams integration.

You have to subscribe and log in with a licensed user that has the right permission set and that will then authenticate Xima to that team.

If you will, or tenant. Where we can then start getting all the data again as long as they’re using that single sign on and the same email addresses.

On the Xima side we have released a new license. The essentials license. This is a step up above.

Our previous standard or basic seat, which was voice. So that’s your skills-based routing, your Q call back, your real-time, your wallboards, your reporting, your call recording, whisper listen barge, all those features.

This is now one license above. It includes everything below it. But it also includes That team’s integration.

CRM integration. We now integrate with over 200 different CRMs as well as EHR or EMR.

Integration. So we integrate with about 75 different EHR systems. Now a lot of EHR system integrations, it’s read-only permission.

So we pull information and it’s different. From each of the different EHRs. Into the agent interface.

So if you want to present details about the patient when they’re calling in, basically in essence doing a database dip and pulling that information and we can present that to him in the agent client.

That’s what that John Florence dash. Fine ID was that was with the clinical works.

They call it a client ID. So if you want to see in essence the patient record number. We can pull that in.

We can pull in again a lot of different values from different EHR systems, Epic, Athena, E-clinical works are probably the 3 I hear the most.

But that’s included with that. You also get access to our advanced IVR. Now this is new.

This is not quite available yet. Well, what’s the purpose of the advanced IVR? Well, in the advanced IVR.

It will build out a flow where this is going to fill a gap is. In regards to things like database dip.

Or parameter based routing. So if you want to route based off of a parameter, I’ll just do a simple transfer action here.

Again, I can put in a name, transfer it where I want it to go, but I can use a parameter from that CRM to determine who to send this call to.

The other cool thing about this is all the different steps that happen in the IVR, cradle to grave is going to show all those different steps.

This again is not quite generally available yet. But it is included in that essential license. This is what will be the focus of our Q 3 webinar will be that IVR, but wanted to give you a sneak peek because The reason why this is such a tremendous value.

Our CRM integration license, MSRP, was a $10 add-on. Very common for the industry.

The price difference from the voice. Or basic seat that you have today, up to essentials. Suggested retail is $10.

So in essence, the customers getting all these other features for free. Okay, or whatever once again, they don’t have to upgrade to the Essentials license.

If you want to just add the Teams integration as an add on, we have that as an add-on license.

But I’m gonna just be transparent with you. It’s in essence the same price. So might as well just upgrade them to that essentials license or sell the essentials license if they need any of those new integrations.

And again, the setup connecting to Teams. Very straightforward and very easy.

All right, next steps. If you’re interested in Teams, again, connect with your Xima cam.

I hope you found what we went over today valuable. I’m very excited about it. The few customers that I’ve already shown this to are very excited about it.

Connect with your cam to discuss pricing, partner pricing, as well as Q 3 promotions, which is just around the corner.

Want to learn more features about our CRM integration, EHR. We can schedule training to review those features or our advanced applications.

The big one I’m seeing in the market is speech analytics. We have that speech analytics and we actually have a new pricing on the professional service that makes it very affordable.

So if you haven’t seen that yet, talk to us about our speech analytics or just schedule an updated sales training.

With our team. Again, each of you has a dedicated cam. Be happy to schedule training for you and your full team so you know one, how you can use Xima to differentiate your solution and to make yourself more sticky with teams.

Because if you’re just going in with the direct routing option, because really that’s how a lot of partners make money with Teams is, oh, we.

Provide the SBC and the trunking. The problem with that is That’s what everybody’s doing.

And so it’s a race to the bottom or a race to 0. How affordable can you get the solution?

Customers know that and so they’re pinning partners against one another. This can be a solution to differentiate yourself.

One thing we’re adding in the near future. As you saw today to get that integration and the reporting really what’s happening within Teams, that requires our contact center agent license.

We do have plans on our product and our roadmap. To do reporting on non contact center users with Teams.

Now obviously that would have a bigger impact in that direct routing model, but that way you get your call accounting and your contact center all within a same interface.

We’ve also released a new LMS certification program for Park. Basically has all the different values, us against competition, feature sets, pricing.

We have different trainings that cover each of them. They’re all short little trainings. They’re about 5 min or less.

Just depends on the training that you want to go to. And then we have an SME certification course as well.

If you’re interested in getting subscribed to that, just again, reach out to your Xima cam.

They’ll probably be following up with you anyway, where they can add you to that LMS certification.

And then you can go through it. On your time whenever you need.

With that, we, we have reached the end. This is right on par with the one I did the other day, about 30 min, which leaves time for questions and answers.

And I see some questions in there. So let’s go ahead and draw, start answering some of those.

John Reese asked, what if you want to keep the present separate? Really easy. You can do that.

You can keep the presence separate. Just don’t use the same email address for that single sign on or just use the phone.

So if you’re using a different system, You could use a different phone. So our agent client connect, connect to a physical phone, but in that case, the shared presence will not.

Work in that scenario.

Okay, question was. Great integration with MS Teams. Is this something that we could have Google workspace for presence?

Not as of today. We don’t get a lot of requests for Google, but our product team is keeping track of that.

And so as integrations are done or requested more that moves up the chain with our product team.

Is the EHR integration done in house? I see oftentimes other solutions like ringcentral and vonage leverage spins.

SCI for EHR integration. Great question. We do go through a 3rd party to do that integration.

They so that way we connect to them and then we have access to all the fields that they have integrated with.