Microsoft’s (News - Alert) newly released Lync Server will add levels of connectivity to the call center environment and allow companies to approach mission critical tasks in completely new ways. Interactive Intelligence (News - Alert) (News - Alert) will be releasing a version of its call center solutionsdesigned to make full use of Lync's new features, offering tools not previously available to its enterprise level communication clients.
Interactive Intelligence offers customer interaction solutions designed to boost the efficiency of the call and contact center with cutting edge multichannel routing, interactive voice response, call and screen recording, reporting, outbound dialing, workforce management, Web self-service, knowledge and e-mail auto response management, and automated customer feedback surveys. Adding support for Microsoft Lync will allow unified communications between their solutions and a host of Microsoft applications.
According to the press release, “Microsoft Lync ushers in a connected experience transforming every communication into an interaction that is more collaborative, engaging and accessible from anywhere. The two systems enable CIC users and Lync Server 2010 users to communicate by phone, or by Lync instant message or video call from within a single interface. In addition, both sets of users receive synchronized presence, along with a common company-wide directory that can be viewed from within the CIC desktop client.”
Lync’s UC utility will allow call center managers to be interconnected than ever before and will build on concepts forged in the original OCS. "We launched the first version of our software in 1997 designed to run on the Microsoft Windows server, and today we are a Microsoft Certified Gold Partner and a Microsoft Independent Software Vendor," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "Working with Microsoft Corp. ensures that our mutual customers will get a dependable and easy-to-use solution available for connecting people in new ways, anytime, anywhere."
The integration of Lync will be a trend throughout 2011 and early adopters like Interactive Intelligence will gain the benefit of developmental experience that will allow them to use the platform to its fullest potential.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco