For every business who has adopted Skype for Business for robust Unified Communications features such as instant messaging, web conferencing, collaboration, and it’s integration with Microsoft Office 365, there is a business not ready to make the move due to communication requirements not included with the solution. More often than not, businesses who run internal help desks are the ones who stand both the most to gain – and the most to potentially lose – with a transition to a new UC solution. Or in many cases, these businesses continue to run hybrid communication platforms in order to get all the advanced capabilities Skype for Business offers, while still maintaining necessary call center capabilities. How can you manage and increase productivity with a UC Solution for departments that are reliant upon call center features such as Auto Attendants, Hunt Groups, and call reporting? Integration.
Integration is a common word with no common solution. As any developer or network engineer, integrating solutions to work together seamlessly is no small task. Businesses who invest in integrating legacy or proprietary systems into more robust solutions, no matter the application, can quickly find themselves unable to ever truly recover their investment, and in a management nightmare. Every small change, patches or updates can pose a significant challenge to the delicate infrastructure.
In the case of today’s communications, businesses are eager to merge their different communication silos, and adopt the concept of Unified Communications. And while Skype for Business offers most of what they are looking for, some of the advanced call center features businesses with internal help desks need end up an afterthought. The work to establish an integration between an existing call center solution and Skype is not on the radar, both monetarily and ability-wise, for these businesses. Working with a Microsoft partner such as AltiGen can now deliver the fancy features Skype for Business offers, while also incorporating these call center capabilities:
- Auto Attendant
- Hunt Groups
- Advanced Multimedia Routing & Queuing
- Web Chat Queuing
- Agent/Supervisor Desktop Clients
- Real-time and Historical Reporting
- CRM Integration
- Web-based Administration
Learn more about AltiGen’s Enterprise PBX/Contact Center Features and Applications by clicking HERE.