Targeted toward corporate environments, Microsoft (News - Alert) Lync 2010 was introduced as an advanced instant messaging alternative to Windows Messenger. Providing users with real-time presence information, audio/video/Web conferencing, and enhanced instant messaging, Lync strives to help users connect more efficiently and effectively.
Recently, Acqueon Technologies, a provider of customer collaboration software has revealed that its flagship product AiQ is now fully compatible with Microsoft Lync. The compatibility is expected to provide the small and medium-sized businesses a comprehensive, multi-channel SIP-based contact center solution.
While Microsoft Lync basically serves as IP PBX (News - Alert) platform, a seamless integration of AiQ with Microsoft Lync will enable small and mid-sized enterprises to affordably transform Lync from an IP PBX system to a complete SIP-based ACD contact center solution with the ability for uch functions as inbound/outbound dialing and call recording. Working together, Microsoft Lync and AiQ will also provide the businesses with such multi-channel capabilities as voice, e-mail, web chat, SMS, fax, and social media.
“With AiQ and Microsoft Lync working together, we can simplify the extension of contact center functionality to businesses that may have previously considered this technology out of reach. They will now be able improve their customer service model by increasing access to subject matter experts and achieving greater first call resolution. We're very excited to see what the future of the Acqueon-Lync collaboration holds,” Vice President of Product Management for Acqueon, David Sokoler explained in a statement.
AiQ incorporates three distinct design pillars, namely Context Awareness, Intuitive Interactions, and ProActive Reach. Aimed at anchoring customer experiences, these design pillars help incorporate the importance of background information, the logic of call routing, and the strategy of outbound contact in order to strengthen relationships and empower small and medium-sized enterprises to deliver intelligent, efficient, and effective interactions. In addition, AiQ also offers numerous business benefits including adaptability to small business growth, versatility in a multitude of environments, and lower total cost of ownership.
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Edited by Jamie Epstein