Microsoft Lync Server in the Contact Center
Microsoft Lync Server provides a platform for unified communications, working in concert with Microsoft Office, SharePoint and Exchange Server. In particular, it provides strong instant messaging (IM) and person-to-person videoconferencing that can be used throughout an organization. Lync Server also offers basic voice over IP capabilities through its desktop client. However, Lync Server is not an IP PBX and most organizations will find that they need more functionality than it alone can provide.
Lync Server and CIC – A Powerful and Natural Combination
Customer Interaction Center (CIC) is a sophisticated software product from Interactive Intelligence that provides advanced contact center functionality, speech-enabled interactive voice response, and feature-rich IP PBX capabilities. Like Lync Server, CIC is based on the international standard SIP (session initiation protocol). CIC is a natural fit with Lync Server that integrates seamlessly and provides a wealth of additional functionality.
Like Lync Server, CIC runs on Windows servers and works well with many Microsoft products such as Exchange, SQL Server, Office, and Dynamics. CIC has been in existence for over a decade and has been installed in thousands of organizations, large and small, around the world. Together, CIC and Lync Server can provide everything an organization needs in order to communicate effectively, both internally and externally.
Integration with Microsoft Lync Server 2010
Combining the features of the Lync 2010 User Interface and the Interaction Client lets users effectively communicate throughout the enterprise. User statuses are synchronized in real-time between both solutions. Combine that along with a common company directory in the Interaction Client and users can now locate co-workers instantly, regardless of the user interface. Shared users can even leverage an integrated Lync 2010 Contacts list in the Interaction Client to initiate chats and launch Lync 2010 instant messages and video calls.
Interactive Intelligence users can:
- Initiate calls to Microsoft Lync Server 2010 users
- Initiate IM sessions to Lync 2010 users
- View real-time status of Lync 2010 users
- Add a personal Lync 2010 Contacts list as a Directory tab in the Interaction Client
- Initiate video calls to Lync 2010 users
Microsoft Lync Server 2010 users can:
- View the real-time status of Interactive Intelligence users who also are Lync 2010 users
- Initiate calls to Interactive Intelligence users by clicking on the
- Interactive Intelligence user in their buddy list
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