Netcall has announced that its Netcall Liberty® Contact Centre is now Microsoft Lync® accredited, giving organisations full integration between the two software systems. For enterprise and contact centre users, this means agents can rapidly respond to any type of multichannel contact using the unified agent workspace, as well as add context to any call transfer using instant messenger (IM).
Harnessing all the benefits of Microsoft Lync’s presence information, Liberty contact centre agents have access to a unified contact directory with real-time, organisation-wide employee status information, such as “Available” or “Busy”. Instant messaging makes internal communications faster for agents, supervisors and the back office, increasing the likelihood of first contact resolution and helping transform customer engagement.
Richard Farrell, Netcall CTO, commented “A significant barrier to first contact resolution has been the time it takes for agents to gain information from back office colleagues who may be remotely located or performing their tasks while mobile. Tighter integration between front and back office increases agent productivity by supporting them to resolve issues faster.
“The fact that our market-leading Liberty solution is now completely interoperable with Lync gives contact centre users the ability to use the rich functionality contained in both systems with complete confidence.”
Integrating Netcall Liberty Contact Centre with Microsoft Lync 2013 delivers a single agent interface that provides organisation-wide presence, IM and call control to improve first call resolution. Supervisors also report that the enhanced team ‘whereabouts’ information provides an immediate productivity improvement.
Dan Benedict, Program Manager of Lync ISV Developer Programs said: “Lync’s rich presence information can significantly help improve the customer experience, saving time and resources. Netcall Liberty Contact Centre is a Lync 2013 qualified solution that harnesses the benefits of this information in a multichannel, multimedia contact delivery system.”
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