Solutions for Skype for Business

Microsoft has newly announced, its rebrand and integration of MS Lync to Skype for Business (SfB), Skype is already a well-established voice, video channel in the personal lives of consumers, with approximately 370,000 minutes being spent on Skype calls every 60 seconds. The change is already set to become the next disrupter to the industry for voice, instant messaging (IM), video and chat and indicative of a significant shift in focus and strategy of “connect people everywhere.”

Enghouse Interactive has over 400 deployments on Skype for Business and growing.

So the world of former Lync communications is available to all those hundreds of millions of Skype users, plus everyone else on endpoints with web access, federated networks, mobile devices, and so on. The multichannel – especially video is now available of all of the enterprise.

With Enghouse it is possible to balance the need to protect legacy investments while realising the new business benefits of Skype for Business. Whatever your requirements or environment. Microsoft’s Skype for Business strategy is compelling for any organisation, 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.

 

So first, there’s the impact on brand recognition. The Skype name is universally known and well-respected, arguably the world’s greatest success story in Voice-over-IP. As long as the “Shouldn’t Skype be free?” objection is handled cleanly, the shift should leverage tremendous brand equity. And as long as the “Should I trust Skype for my mission-critical contact centre?” objection is handled by leveraging its Lync pedigree, the shift should be welcomed.

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Skype is already a well-established channel in the personal lives of consumers, with approximately 370,000 minutes being spent on Skype calls every 60 seconds. The change is already set to become the next disrupter to the industry for voice, instant messaging (IM) and chat and indicative of a significant shift in focus and strategy of “connect people everywhere.” Therefore your customers are using Skype, learn how you can bring this into your customer communications.

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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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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.

Already MS Lync has proved it can be extended to connect into customer communications, such as call centres, helpdesks or to receptionists. Voice over IP has been around for over a decade and the Cloud revolution has made this even easier with Skype, proven to be the consumers favourite.

Once established as the voice platform across the enterprise, Microsoft Skype for Business, provides some impressive benefits for collaborative working, including conferencing, instant messaging and presence information this then can feed into your customer communications.

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.

The magic of Skype and the power of Lync have came together, imagine bringing experience you love and the security you trust, together, into the contact centre.

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
  • Quick to deploy and easy to maintain

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

As a leading Microsoft Gold Partner, Enghouse Interactive has embraced the change from Microsoft and continues 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