Solutions for Skype for Business

As a leading Microsoft Gold Partner, Enghouse Interactive demonstrates a “best-in-class” ability and commitment to meet Microsoft customers’ evolving needs. With a strong track record of deploying more than 450+ Skype for Business contact centres deployments and true native integration with Skype for Business (SfB) you can be rest assured you are in safe hands.

Enghouse Interactive’s extensive range of solutions for Microsoft Skype for Business – Contact Centre, Quality Management and Operator Consoles – are native to the Skype for Business environments, are helping organisations across the world to improve communications, productivity, efficiency and connecting their customers to your entire business.

So if you’re considering taking the next step then contact us about how we can help you deliver a true unified communications enabled customer experience.

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Skype for Business, formerly known as Microsoft Lync Server, is a unified communications UC platform that integrates common channels of business communication across the entire business. Skype for Business is already a disrupter to the industry of UC and is bringing businesses into the new world of collaboration with presence, voice, instant messaging (IM) and chat and indicative of a significant shift in focus and strategy of “connect people everywhere.”

However Skype for Business does not have the capabilities for advance multichannel routing or advance monitor and analysis capabilities which is where Enghouse can help by integrating customer contact solutions into its Skype for Business environment.

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Whether, personally you are a Skype user, or you use Microsoft Skype for Business within your business environment. The benefit is the connected solution from anywhere.

Now, Take a look at your customer communications, you may feel uncomfortable with the idea of having to manage dual infrastructure – a PBX for your call centre and Skype for Business for the rest of your telephony?

With Enghouse Interactive you can have both on a single telephony platform, optimising your investments.

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Yes! Our contact centre solutions are compatible with most leading telephony platforms so you can pilot, prove and migrate your helpdesk or contact centre to SfB when the time is right for you.

Spotless Group migrated their helpdesk to SfB in less than 4 weeks – without missing a call: “We had a deadline of 4 weeks to move 600 people, including our helpdesk, from a 15 year old PBX to SfB. It got really tight, but Enghouse’s work ethic was exceptional.” Geoff Dumesny, Infrastructure Programme Manager, Spotless Group.

Enghouse Interactive has a range of solutions, products and integration tools that are tested and integrated for utilisation in SfB environments, ensuring that you can realise the benefits of your investment in SfB. Plus, as a long-standing Microsoft Gold Partner, you can rest assured that our services and implementation teams have the experience and expertise to ensure a quick, successful deployment. Our solutions for SfB include contact centre, attendant operator consoles, call recording, CTI integration tools.

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Enghouse has already released an attendant console for the Skype for Business Online platform.  In addition, the Enghouse contact centre products can be integrated with Skype for Business Online using a federated model.  However, as Microsoft develop and release their native Skype Online APIs, Enghouse will rapidly adopt these across the relevant products in the portfolio.

This will be an evolutionary process as the Skype Online APIs develop.

Microsoft Gold Certified Partner

Enghouse Interactive has been a trusted Microsoft Gold partner for over fifteen years. As such we provide interoperability with Microsoft Exchange, Microsoft Outlook, CRM Dynamics, Sharepoint, Microsoft Office Communications Server and Microsoft Skype for Business requirements.

Enghouse Interactive enables organisations to benefit from their investment in Skype for Business by extending the platform with a range of solutions that meet an expanding variety of business and communications requirements.

Benefits

  • Minimise operating costs
  • Manage all customer contact points in one solution
  • New channels – Video, chat, video, conferencing
  • Leading Microsoft Gold Partner
  • Fast, proven return on investment
  • Flexible and improves efficiency across the business
Microsoft Gold Certified Partner

The magic of Skype for Business and the power of Skype for Business have come together, bringing an connected experience you love and the security you trust, together, into the contact centre.

We had a deadline of 4 weeks to move 600 people, including our helpdesk, from a 15 year old PBX to Lync. It got really tight, but Enghouse's work ethic was exceptional.

Geoff Dumesny, Infrastructure Programme Manager, Spotless Group.

Enghouse Interactive Solutions for Skype for Business

Enghouse Interactive has embraced Microsoft’s Skype for Business with 250+ of employees dedicated to native SfB Contact Centre solutions helping to continue to connect businesses to their customers

Enghouse Interactive’s extensive range of solutions for Microsoft Skype for Business – Contact Centre, Quality Management and Operator console are helping organisations across the world to improve communications, productivity, efficiency and connecting their customers to your entire business.

Enghouse Interactive’s Contact Centre for SfB intelligently manages all contact media types – phone calls, voice messages, email, SMS, web chat, social media and now video – in a single, fully integrated solution. For customers it means quicker response times, and for you it results in lower operational costs and exceptional gains in efficiency.

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Enghouse Interactive Quality Management offers multiple integration methods for Microsoft SfB systems. Passive server-side or client-side network monitoring, as well as active conference-based call recording, is supported by Enghouse Interactive Call Recording software.

When required, a hybrid combination of the integration options can be employed to suit your business needs.

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Enghouse Interactive Console for SfB is fully integrated with Microsoft SfB, providing a professional call handling solution with superb voice quality on this unique platform. The rich integration also offers more effective usage of lines, improved failover and there is no need for additional hardware. Operators benefit from real time presence and calendar information as well as the ability to search existing databases integrated via Active Directory.

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Integration with Microsoft Dynamics CRM increases agent productivity and delivers a better customer experience. Screen-pops take an average of 15 seconds off every call by displaying customer CRM records and even searching for any tasks related to the call.

These reports screen-pop the caller’s contact or account information, current cases and previous phone calls, and can be customised to your requirements.

CRM Integration