Solutions for Skype for Business
Microsoft has newly announced, its rebrand and integration of Microsoft Lync to Skype for Business, 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 600 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 realizing the new business benefits of Skype for Business. Whatever your requirements or environment. Microsoft’s Skype for Business strategy is compelling for any organization, 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.
- What does the change from Lync mean?
- What is Skype?
- Contact Center Environments
- Can I Trial Part of My Contact Center?
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 center?” objection is handled by leveraging its Lync pedigree, the shift should be welcomed.
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.
If you use Skype for Business within your normal business environment and have a seperate PBX for your contact center, the benefits of a unified solution are clear from a management and financial perspective.
Enghouse Interactive’s solution removes the need for managing a dual telephony infrastructure by combining both your contact center and general business calling requirements on to the Skype for Business platform, reducing investment and management costs without compromising function or performance.Contact Us
Yes! Our contact center solutions are compatible with most leading telephony platforms so you can pilot, prove and migrate your helpdesk or contact center to Skype for Business when the time is right for you.
Spotless Group migrated their helpdesk to Skype for Business 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 Skype for Business. 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 Skype for Business environments, ensuring that you can realise the benefits of your investment in Skype for Business. 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 Skype for Business include contact center, attendant operator consoles, call recording, CTI integration tools.
HarborOne Case Study
See how Enghouse Interactive’s Skype for Business solutions have benefited HarborOne, as well as improved the daily lives of its contact center employees.
- Improved first call resolution
- Increase revenues by enabling transactions to be processed around the clock
- Fast, proven return on investment
- Improved customer experience
- Significant reduction in lost and abandoned calls
- Prioritize the handling of high-value customers
- Significant cost savings and improvements in performance
- Minimize operating costs
- Manage all customer contact points in one solution
- Intuitive interface reduces training
Deploying Enghouse Interactive allows us to effectively tweak personnel times, and make predictions based on historical data – which we could not do before. We now know what call patterns look for and what we’re going to need, which saves us money on unnecessary hires. Furthermore, our agents also have better visibility into customers and their preferences, which helps deliver a better overall experience.James J. Thompson, Assistant VP of Information Technologies, Adrienne Arsht Center for the Performing Arts
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 Center, Quality Management and Operator console are helping organizations across the world to improve communications, productivity, efficiency and connecting their customers to your entire business.
Enghouse Interactive’s Contact Center for Skype for Business 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.
Enghouse Interactive Quality Management offers multiple integration methods for Microsoft Skype for Business 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.
Enghouse Interactive Console for Skype for Business is fully integrated with Microsoft Skype for Business, 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.
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.