Recorded Webinar: Skype and the Contact Centre


Skype is going to be the latest channel to hit the contact centre.  Many people have already done away with their home phones and have moved across to using Skype for their personal calls.

But the contact centre has been slow to catch on.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Simon Foot, Ember Services – Multi Channel Customer Contact

Click here to view the slides

  • Guillaume Calot, Genesys – Skype in the Contact Centre

Click here to view the slides

  • Your tips

Winning tip – “Using skype in the mobile environment could mean that when connecting to emergency services in the future, you can show the disaster. i.e. show the ambulance service the injury on a person makes the remote help easier as they can see the patient.”  thanks to Ian9

  • Interactive Q&A – Live questions from the audience

The questions and answers from this webinar have been written up into the following article: An introduction to Skype in the contact centre

Topics to be discussed

  • The growth of Skype
  • Broadband and webcams
  • Skype integration into the contact centre
  • Voice and video integration
  • Integrating Skype with Microsoft Lync
  • Show and tell – using Skype to resolve customer issues
  • Your chance to share your own ideas

Original Webinar date: March 2014

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