Netcall Telecom has successfully implemented the completion of the Microsoft Lync interoperability project at Argyll and Bute Council.
The integration of Netcall’s voice automated solution as part of the unified communications project ensures the seamless directing of the council’s customer calls to the most appropriate team, officer or automated service at all times.
The new single interface unites voice, IM, audio, video and web-conferencing into a richer, more contextual offering and a single identity makes it easier and more efficient for users to find contacts, check their availability and connect with them.
“The partnership with Netcall means the council’s switchboard, customer service centre ACD and telephone payments systems now work through and with the wider Microsoft Lync system used by all council employees. We know that we will also benefit from Netcall’s commitment to innovation, for example, in using Lync’s ‘presence’ technology to further improve efficiency,” commented Bob Miller, the council’s Customer Service Improvement Officer.
Netcall’s SEMAP+ is designed to “play nicely” with all technical environments and includes a suite of best-of-breed customer engagement solutions.
Richard Farrell, CTO at Netcall, said, “Making our platform compatible with Microsoft Lync helps us to offer our customers compelling benefits, including advanced speech recognition to route callers, contact centre and payment solutions.”