Contact Expert for OCS

Geomant has announced the general availability of Contact Expert, calling the product a cost-effective, fully-featured, multi-media contact centre solution leveraging Microsoft’s Office Communications Server (OCS) unified communications platform.

Contact Expert is targeted at organisations requiring contact centre functionality for customer service teams, dedicated contact centres and outbound marketing campaigns and collections.

The company add that OCS provides improved communications efficiency and productivity, and Geomant’s solution extends the Return on Investment by providing a contact centre solution tightly integrated with the Microsoft UC platform and OCS desktop and presence.

Stating that Contact Expert is suitable for all sizes of organisation, Geomant adds that Contact Expert is cost effective for small to medium contact centre groups (5 – 50 agents)and is highly scalable in terms of both features and size (100+ agents). It combines rapid deployment with simple configuration and its sophisticated software-based skills based routing capabilities together with OCS presence and IM ensures increased productivity, maximum first call resolution and enhanced customer service.

Organisations can define, implement and tune multiple campaigns, utilising multiple media; voice, email and SMS. A complete solution, Contact Expert encompasses inbound, outbound and blended contact centre environments, and offers value add features such as call recording and observing, real time and historical reports and a sophisticated self service IVR option. The solution is designed for Microsoft Server environments and provides simple integration to business applications.

Geomant also announced that Contact Expert will support Microsoft Communications Server “14” on its release.

“As more organisations utilise the enterprise telephony capabilities of OCS, they are looking for business solutions designed for that platform,” said Yancey Smith, Director of Product Management, Communications Server for Microsoft. “Geomant’s Contact Expert is an example of such a solution, extending Microsoft Unified Communications to the contact centre. We are delighted that Geomant is developing enterprise applications today for OCS and will continue that support for Communications Server ‘14’”

“Geomant is committed to providing solutions tightly integrated to OCS and Communications Server ‘14’ which add real business benefit. The launch of Contact Expert is a demonstration of our ability to deliver robust, scalable, feature-rich solutions designed for Microsoft Unified Communications” said Kevin Ross, Geomant’s Product Sales & Marketing Director. “Geomant’s Contact Expert solution enables organisations to benefit from full contact centre functionality for teams of 5 to 100+ agents.”

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