Interoute has launched its cloud hosted Contact Centre add-on for Hosted Microsoft Skype for Business (SfB) and Microsoft Lync. Interoute Hosted Contact Centre helps companies enhance their call or contact centre services by leveraging the features of the popular Microsoft enterprise collaboration suite using Interoute’s global and private networked cloud.
Interoute’s solution offers organisations with remote and office based users secure access to:
-Microsoft Certified SIP trunking with global telephony routing and call recording
-natively integrated extension to SfB and Lync with simple per agent pricing
-the Lync/SfB presence mechanism to instantly see if a relevant in-house expert is online and available
-IM routing for chat support with the ability to mix and move between chat and voice sessions
-standardised call flows to meet typical customer requirements, easily adapted to any scenario
Interoute’s Contact Centre capability can be deployed with Hosted SfB and/or Lync services with global telephone access numbers in a matter of weeks using Interoute Virtual Data Centre (VDC), a global networked cloud platform. Interoute VDC offers 14 locations across Europe, Asia and the USA, giving customers much greater choice over the location of their communications service. The ability to choose hosting locations closer to users can reduce latency and help meet any local data sovereignty requirements. In addition, as a fully cloud hosted service, Interoute’s solution requires no on-site management, lessening the burden on the IT team, as well as being highly price competitive.
Mark Lewis, VP for Communications & Connectivity at Interoute, said: “Contact centres have tended to be stuck behind the times when it comes to integrating with the collaborative ways people today communicate within a business. Interoute’s offering turns this on its head, saving time for IT teams and putting users in control. If you want to move to Skype for Business, but couldn’t because it doesn’t integrate with your existing contact centre solution, you can now take our standard model and implement it at a transparent price, quickly, efficiently and globally. Businesses rely on flexible and seamless services to improve their customer experience and our solution offers them just that.”
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