February 16, 2013
TMCnet Microsoft Lync Solution Week in Review
By Rory Lidstone
TMCnet Contributing Writer
This week wasn't as busy as last in the Microsoft Lync solution sector, but there were still a handful of noteworthy events.
First, Auxilion became an AltiGen customer, deploying the company's MaxACD contact center solution for Microsoft Lync. MaxACD offers a number of advanced features to supplement Lync's unified communications tools with virtual service desk capabilities, including skills-based routing and priority queuing.
The solution also features call routing and recording help, ensuring calls reach the right people while remaining on record, as well as agent monitoring and management. Thus far, MaxACD has helped Auxilion to optimize its workforce with improved communications features.
Next, Enghouse Interactive announced it will showcase the latest development for its CTI Connection solution at the Unified Communications (News - Alert) Expo in London. That development is the ability to integrate CTI Connection with Microsoft Lync, enabling businesses to integrate Lync with their communications system more easily.
“CTI (News - Alert) Connect provides out-of-the-box integration with all major PBX systems to allow the creation of unified communications and contact centre solutions at significantly lower costs," said Enghouse. "By integrating a communications platform and business applications with CTI Connect, businesses can provide a more effective personalized and immediate customer experience.”
In other news, Damaka made its Xavy for Microsoft OCS R2 Lync solution available on Apple iTunes and Google Play. Xavy is intended to extend the audio, video and collaboration capabilities of Microsoft OCS R2 and Lync to iOS and Android (News - Alert) devices without the need for additional hardware or software.
Furthermore, since Xavy doesn't require additional server infrastructure for mobile UCC solutions, company's benefit from reduced cost in ownership and IT issues. Xavy is an enterprise-grade product meant to work with Lync 2010 deployments.
Meanwhile, Clarity Connect this week achieved Microsoft's Lync ISV qualification. Clarity (News - Alert) Connect is a server-based contact center solution from Clarity Consulting that takes on the role of an additional Lync server for contact centers. For a fixed per-user fee, the solution adds full functionality, including ACD, IVR, call recording, analytics and more.
Achieving ISV qualification serves to demonstrate the quality of Clarity Connect and the value it delivers to organizations. This certification is given to products that meet rigorous testing requirements to ensure that qualified applications meet customer expectations.
Lastly, choice offerings from the Polycom CX Series of IP phones, which are optimized for Microsoft Lync, are now listed on the GSA (News - Alert) Schedule on the GS-35F-0511T GSA list via EC America. This means that federal government agencies can now take advantage of these offerings, linking their voice and collaboration platforms into a single environment.
"Polycom CX phones availability on the GSA Schedule makes it easier for our customers to order and benefit from a full unified communications solution," said Greg Myers, VP of Federal Sales at Microsoft. "Polycom delivers innovative voice and video end points and infrastructure that deliver to customers a great Lync experience and value."