An Introduction to Unifying Customer Experience with Microsoft Lync

Since Microsoft launched Lync in 2010, the platform has proven itself as an enterprise-grade voice and unified communications alternative for the enterprise voice market. However, when it comes to unifying customer communications, Lync lacks the native features and functionality required of an enterprisegrade contact center solution

This white paper provides an introduction to how businesses can unify customer experience using Microsoft Lync by leveraging the Mitel MiContact Center for Microsoft Lync solution. Mitel customer, Managed Solution, will be used as a case study to provide real-world examples of how Lync can be used to improve customer experience.