Bridging the Contact Center Gap for Businesses Using Office 365 & Lync

Bridging the Contact Center Gap for Businesses Using Office 365 & Lync
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Issue Summary

An increasing popular option for unified communications and collaboration (UCC), Office 365 with Lync Online lacked the voice component. The problem was solved by using an on-premises or hosted instance of Lync Server. So is there a way to overcome the obstacle created by Lync's lack of support for users' contact centers? This Pulse Digital Issue will review the methods for leveraging enterprise Office 365 and Lync investments in the contact center, the benefits of moving to a native Lync platform and implementation options.

Table of Contents

  • Introduction
  • Contact Center Buying Trends
  • Lync and the Contact Center
  • Third-Party Lync Contact Center Applications
  • Advantages of a Lync-Based Platform
  • Implementing Lync Contact Center Applications

Takeaways for Your Business

  • Examine the advantages and disadvantages of replacing contact center infrastructure with a Lync-based software platform.
  • Learn about Lync-integrated and Lync-native applications from third-party providers.
  • Find out how to implement a native Lync contact center application.