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By Ashok N

Lync has taken the UC market by storm and increasing numbers of businesses are deploying Lync Enterprise Voice as their primary telephony platform.  These businesses are in all verticals and range from small businesses to enterprise customers with tens of thousands of users.  They have found Lync to be robust, reliable and offer all the features of their legacy voice systems plus so much more.  They have also realized significant savings.

However a majority of businesses using Lync for UC are still using a separate voice platform in the Contact Center.  As the center of customer care and a major touch point for end-user customers, businesses have been reluctant to replace the voice infrastructure of their contact centers.  Lync Enterprise Voice has limited call queueing capabilities and until recently companies who required comprehensive contact center functionality had very limited choices.

Today more choices exist with AiQ for Lync, a clear alternative for companies who require comprehensive contact center functionality.

But why should you consider extending Microsoft Lync into your contact center?  Here are just three key benefits:

Simplify your network infrastructure

Running two separate platforms for UC and Contact Center can be, well, 2 times the cost.  A separate contact center voice platform involves additional maintenance costs, the cost of training and maintaining staff with the secondary system expertise, hardware costs and just the plain hassle.   Consolidating both network infrastructures with Lync takes pressure off of your IT department and eliminates the many extra costs of maintaining two platforms.

Maximize your Lync investment

Most companies deploying Lync are migrating from an out dated legacy infrastructure. Expanding Lync Enterprise Voice seats to support your Contact Center lets agents leverage the intuitive, collaborative features Lync provides. Features like presence, and IM help agents improve first call resolution, reduce call times which can then reduce average call wait times.  All of this adds up to a better agent environment which translates into an improved customer experience

Collaborate beyond the Contact Center

Using a Lync-native Contact Center lets agents collaborate with employees in your entire organization whether they reside in or outside of the Contact Center. Agents can use IM, conference and call transfer within Lync to leverage expertise within the organization. Additionally, all of these features are accessible to remote agents.

Choosing a Lync Contact Center platform

While Microsoft depends on its partners to provide Contact Center capabilities for Lync, platforms like Acqueon AiQ provide the full set of features necessary to match and exceed your current Contact Center requirements.

Here are a few things to look for when choosing a Lync Contact Center:

  • Lync Native – UCMA and Lync client integration
  • Flexible deployment models – premise and cloud based
  • Complete inbound ACD and IVR
  • Multi-Channel – Voice, SMS, email, chat, social media
  • Complete Outbound support
  • Just as businesses took a few years to learn and trust Lync as a complete voice platform, the large scale adoption of Lync-based Contact Centers is now rapidly growing as businesses learn more about the capabilities of Lync in the Contact Center along with 3rd party vendor capabilities and features.

Acqueon AiQ is a complete Contact Center solution for Microsoft Lync. AiQ leverages Lync to provide businesses with a valuable, cost saving solution for customer service operations.  Request a demo of AiQ today and learn how Acqueon can transform your contact center.

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