Unified Communications with Microsoft Lync

“The value of having a Presence system cannot be underestimated. With Presence, we can now reduce contact handling times, improve first call resolution and enhance customer satisfaction.”

– Nigel Ward, Information Services Developer, Newport City Homes

Unleash the power of the experts in your company.

Tight integration of Aspect® Unified IP® with Microsoft Lync gives your agents the power to reach out across the enterprise and connect with the most qualified person to help with a customer's needs. Agents can easily spot the experts inside the contact center and collaborate by sharing their desktops or files. This means your people can address issues more efficiently and effectively, resulting in increased first-contact resolution and an improved customer experience.

  • Allow your agents to collaborate in real-time while keeping managers in control over communications
  • Search contacts by name, skill set or association with resources published in the customer's online repositories, like Microsoft SharePoint 2010
  • Connect agents and supervisors through a unified desktop
  • Make it easier for your agents to handle multiple cases
  • Give repeat callers direct access to preferred agents
  • Break down communication silos in the contact center and across the enterprise
  • Help your agents deliver a consistent customer-centric experience across all channels
  • Track the interaction between the customer, agent and expert
  • Handle non-contact center calls from Microsoft Lync within the same unified agent desktop
  • Locate resources within the enterprise using Expert Search with Microsoft SharePoint 2010
  • Search your organization's SharePoint archive for reference material

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