Microsoft Lync and the Contact Center
From simple group-based call routing to high-end ACD with analytics and call recording, organizations of all sizes are asking questions on how Lync handles more than just knowledge-worker collaboration scenarios. Contact centers require more than just the basics of a UC platform - they often need complex queue-based routing, supervisor functionality, call recording, real-time reporting and analytics, and more. With all this in mind, in March the UCUG will cover Lync and the Contact Center. We'll be focusing on integrated 3rd party contact center products and how they work with Lync.
We'll fully demo and discuss the following specific items:
- A full "Pure Lync" contact center solution from prairieFyre Software and others
- An enterprise "Lync-integrated" offering from Interactive Intelligence and others
The focus will be demonstration of the agent and supervisor experience (showcasing Interactive Intelligence and prairieFyre) and how contact center calls can "leave" the contact center to be serviced by the broader user community as needed.