Software Integrates With Microsoft Lync

Netcall Liberty Contact Centre is now Microsoft Lync accredited.

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).

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.

“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,” said Richard Farrell, CTO at Netcall. “Tighter integration between front and back office increases agent productivity by supporting them to resolve issues faster.”

“Lync’s rich presence information can significantly help improve the customer experience, saving time and resources,” said Dan Benedict, Program Manager of Lync ISV Developer Programs.

For more information about Netcall, visit their website.