MiContact Center for Microsoft Lync

A Customer-centric approach for the modern-day customer

The way businesses and customers communicate has changed dramatically in response to new technologies and competitive pressures.  

Businesses realize that the biggest challenge they face today is how to evolve their business to better communicate and respond to customers while optimizing their contact center operations with limited budgets.

Built natively on the Microsoft Lync Server call control and desktop client, MiContact Center for Microsoft Lync provides a turnkey Unified Communications solution of multi-media capabilities including chat, email, presence and voice to provide a better customer experience, improve agent productivity and communicate with Subject Matter Experts both in and outside the contact center.  

An Interactive Voice Response (IVR) system provides interactive menus to guide customers to the service they seek.  Workflows are used to configure the IVR and allow caller data and/or user input to be analyzed to decide where to route the call. This improves the efficiency of the contact center by providing self service options to customers, while efficiently routing those who need direct interaction with an agent.

Provide Ultra-Engagement with Customers

Every business has customer service requirements. To deliver that customer experience, MiContact Center for Microsoft Lync offers the right solution to provide the most optimal outcome for customers.

Improve productivity and Enterprise Communications

Combine presence-aware telephony and messaging, agent and queue control, real-time statistics, and screen pops in the familiar Lync Client and Microsoft Office interfaces.

Monitor and measure performance

Spot problem areas, analyze trends, and make effective decisions to help improve the customer experience.

 

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