March 30, 2012
Telax Call Center Agent Version 10.2 Now Comes with Microsoft Lync Integration
Telax Call Center Agent version 10.2 is out and it comes with significant changes including Microsoft (News - Alert) Lync integration and a redesigned user interface. Microsoft Lync integration was a major upgrade which will now see the software support Single Sign On (SSO), identification of MS Lync users and the ability to deliver IVR, ACD and reporting capabilities to MS Lync, the flagship communication product by Microsoft. The version 10.2 also comes with audible alerts for chat sessions that alert agents of incoming chat messages.
According to Mario Perez, president of Telax, “Some of these updates are requested by our customers and some are updates we decided to include ourselves. With collaboration programs such as Lync becoming more and more popular, we wanted to be sure that our customers are ready to leverage this trend within their contact center."
Telax has put a lot of emphasis in upgrading the chat sessions in the new version of their software as well as ensuring that the integration with Lync works right. This will allow agents to interact more efficiently and quickly with customers, partners and other employees thus saving customer and employee time and resources.
Another significant upgrade is the “Click-To-Dial add-on” feature. This feature will allow agents to dial a number directly by clicking on it from their Internet Explorer window. Any calls made using the “Click-To-dial add-on” feature will still be reported and recorded just like any other outbound call, except that an agent will not need to manually input the numbers.
According to Perez, Telax is always looking to improve its customer operations. He said that the recent upgrades and capabilities of their new software version is proof that they are evolving with technology and delivering cloud computing solutions that their customers expect.
Edited by Jennifer Russell