The solution will allow businesses running a contact centre to migrate to MS Lync without having to upgrade all other previously incompatible systems. It will also enable IT/communications teams to turn around upgrade projects more quickly, giving them more time to concentrate on complex projects.
MS Lync connectivity adds to the extensive capabilities of CTI Connect, one of the most popular Computer Telephony Integration (CTI) middleware solutions on the market. CTI Connect provides out-of-the-box integration with all major PBX systems to allow the creation of unified communications and contact centre solutions at significantly lower costs. By integrating a communication platform and business applications with CTI Connect, businesses can provide a more effective, personalised and immediate customer experience.
“There are organisations that have come to a crunch point because they find it extremely difficult to integrate with Lync using Microsoft’s UCMA,” says Anthony Stephenson, Product Director at Enghouse Interactive “Microsoft Lync is a very attractive solution and while they will want to reap the benefits, many businesses will have neither the time nor the resources to develop an appropriate solution. Through Enghouse Interactive, contact centres have an affordable and quick answer to their connectivity issues.”