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Extending Lync into New Contact Centers Worldwide


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December 03, 2012

Extending Lync into New Contact Centers Worldwide

By Susan J. Campbell, TMCnet Contributing Editor

In the contact center environment, multimedia interactions, personal data and other information are seamlessly integrated and used to deliver a high-value customer experience. Whether that individual is connecting via phone, e-mail, text or social media, agents need the necessary tools to fulfill their mandate of providing consistent, quality service.

Contact center software from Zeacom meets that need. Now, in working with Microsoft (News - Alert) and its Lync platform, companies have access to better capability than ever before.

Zeacom’s contact center software is a true native contact center application to be used on Lync. As a result, Zeacom (News - Alert) is doing very well in the Lync space. Its performance in the Lync space, supporting the Microsoft initiative, is certainly something worth touting in the industry.

To that end, Damon Carter, Zeacom Director of Business Development for Lync attended ITEXPO (News - Alert) West in Austin and participated on a Microsoft Lync panel. The group discussed Microsoft Lync Voice, separating the myth from the reality. Those who attended wanted to know what they needed to do to get into voice infrastructure; the first steps to leverage this key element within their call center software portfolios.

Joined by Audio Codes and Sangoma, Zeacom helped round out more than 30 years experience in working with Lync to ITEXPO. Carter set out to ensure attendees understood that using a contact center solution on Lync was not only effective, but also a growing segment. Those companies implementing Lync don’t always consider the benefits of extending it to the contact center, which limits the benefits they can realize from the investment.

Those companies seeking to extract more value from their call center software solutions should consider the benefits associated with Zeacom and the Lync platform. Zeacom’s objective is to enable people to think outside of the box when considering all the myriad features and functionality they can do with Lync.

In fact, as Carter highlighted, “With Zeacom, Lync users get a flexible, highly functional contact center application. Zeacom wants to be the number one contact center provider for Microsoft Lync and we are very well positioned to do so.”

Regardless of the industry they aim to serve, the contact center deploying a call center software solution needs to take a closer look at the possibilities with Zeacom and Lync. For one, the organization needs only one telephony infrastructure for both the contact center and voice – eliminating a significant cost. Plus, the technology is proven enterprise-class, allowing the user to pilot, prove and even migrate the contact center, helpdesk or customer service division immediately.

The all-Microsoft shop will enjoy the clean integration with Microsoft applications, including SharePoint and CRM Dynamics. Such an approach eases the migration process and helps drive internal adoption. Plus, when the customer receives a consistent experience regardless of the channel, they are happier overall.

And, the happy customer helps to create a happy agent, keeping all satisfaction up, attrition down and performance meeting or beating key metrics.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Amanda Ciccatelli

Technology Marketing Corporation

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