Skype/Lync is a powerful unified communications tool, but can it run a world-class contact center?
For the simplest of needs, Skype/Lync has “response groups” where you can group similarly skilled agents together, and route specifically called inbound numbers to a group of agents. It’s like a hunt group, and agents who are “available” get calls to their desktop/handset. Agents who are “busy” or “in a call” don’t get bothered. This is widely implemented for IT Help Desks, and for simple call centers as well.
For more advanced requirements we have found Enghouse and Clarity Connect to be the best solutions depending on your needs!
Enghouse Interactive’s Contact Center for Skype for Business intelligently manages all contact media types – phone calls, voice messages, email, SMS, web chat, social media and now video – in a single, fully integrated solution. For customers it means quicker response times, and for you it results in lower operational costs and exceptional gains in efficiency.
The best contact center solution native to Skype for Business
Ready to grow your business? Support your customers better? Improve employee communication? Clarity Connect runs seamlessly on Skype for Business to give you full, cloud-managed contact center functionality. Companies of all sizes and across all verticals are moving to Clarity Connect for our unique, valuable features: