Qualified Lync Applications

competella.com

Competella Multimedia Attendant
Benefit with new multimedia and unified communications possibilities.

The Competella Multimedia Attendant for Lync is an advanced switchboard attendant system integrating call control with an advanced directory search tool, access to presence, calendar, e-mail, SMS and Instant messaging (IM). The system adds attendant functionality to Lync beyond the level found in legacy PBX's. The queue handler supports multiple queues with an advanced ACD function, scheduling and voice announcements. Traffic Analysis Reports and Call Recording of attendant calls are standard functions.

Competella Multimedia Attendant is Lync-native, it is built directly on the Lync platform. It is easy to install, no separate application platform is needed. In a mixed environment where Lync is connected to a PBX, Competella Multimedia Attendant can support both.

Optional functions:

• Interactive Voice Response (IVR) with skill based routing
• Callback
• Real-time Queue Monitor (Wallboard)
• Supervisor functions for: Silent monitoring, whispering and barge-in.
• Multi-tenant support

trio.com

Trio Enterprise Attendant
Streamline workflow and increase productivity with instant information about who is where.

Developed upon a Scandinavian model, Trio Enterprise Attendant Console brings you a high-end switchboard solution which integrates fully with the voice telephony and collaboration capabilities of Lync 2010. When using the attendant console you can for example camp on busy Lync users or transfer calls to mobile phones. You will also get returning calls if the destination doesn’t answer so that you may transfer to someone else in the same department.

Additional Functions:

• Rich presence support to review employees current presence status
• Return calls to same attendant or attendant group.
• True busy on busy, even on an employee level
• Build in call recording
• Attendant free seating
• Mobile line state push to Lync
• Supporting enterprise organizations
• Skill-based routing
• Statistics on calls and attendant queues
• Real hybrid solutions with multiple PBX/Lync systems
• Supports Lync native UCMA solutions

visionutveckling.se

Visionutveckling Vision 80/20
Reduce call handling time.

Vision 80/20 is a presence and availability management system with features that provides an advanced Attendant console that complements and optimizes the Lync platform. The functionality corresponds to demands for high availability and a user-friendly interface in order to provide the best possible customer service.

All the demands made on attendants for the latest information are met by the powerful search engine which presents the information in a clear way. The information is kept updated by integrations to i.e. AD, Exchange Calendar, Lync-presence, Social Media and geo-position.

Benefits:

• Advanced attendant functionality supporting large organizations
• Expanded queue functionality
• Intelligent handling of Line state and mobile phone line state
• Reason for absence and time of return in Lync client
• Clear information to callers with Spoken Presence, including reason for absence and expected time of return
• Statistics on calls and attendant queues
• Call Center functionality with skill-based routing, multiple overflow options

Solution Brief
Video Demo
mindcti.com

MindCTI PhonEX One
Monitor usage of Lync and other data sources, including legacy PBX's, gateways, and cellular phones.

PhonEX ONE is a centralized reporting solution intelligently tracking multiple call types generated by Microsoft Lync Server 2010. A comprehensive, flexible, and fully web-based solution for communication management and control, the customizable dashboard compliments the reports, delivering a real time snap shot of unified communications usage. It scales from a single site to a global organization and easily adjusts for local languages and currencies, with the ability to hold an unlimited number of call tariffs.

The comprehensive communications media types available with Microsoft Lync Server 2010 means it is important to have the ability to report, monitor, and manage the resources accordingly.

PhonEX ONE delivers the tools to reduce UC costs, increase employee productivity, and improve network performance.

Solution Brief
unifysquare.com

Unify Square Powerview
Track system-wide usage of voice, video, instant messaging, conferencing, and application sharing.

PowerView is a comprehensive reporting and billing solution for Lync that enables organizations to optimize infrastructure, track return on investment, and implement billing for many scenarios.

PowerView includes a scalable data warehouse that produces rich reports on the operation and management of Lync Server across an entire deployment over an unlimited period of time. Instant Messaging, voice, application sharing, audio and video conferencing, are all tracked and reported.

Administrators can drill-down through more than 30 prepackaged reports to browse usage, view by department or geography, sort by total usage or costs, and navigate to individual user reports. Customized reports can also be created to meet specific requirements. Reporting subscriptions can enable automation of activities such as sending out monthly departmental billing summaries.

Solution Brief
isi-info.com

ISI Telemanagement Solutions Infortel Select
Leverage information on how employees communicate to improve business processes and run more efficiently. Manage Lync Server network capacity to identify critical network choke points.

Infortel Select from ISI Telemanagement Solutions presents customers with a ground-level view of all communications within their organization and identifies opportunities to improve productivity and reduce costs. It analyzes calling patterns, employee call handing performance, queue times, call volumes and network performance.

Infortel Select uses an advanced GUI based on Microsoft Silverlight, and provides Executive Dashboards, Multi-Lingual Reports, Currency Conversion, and Automatic Reports Distribution.

It builds on ISI Telemanagement Solutions' 30+ year tradition of assisting clients with all issues related to Telecom Management. ISI provides Call Accounting and Telecom Management solutions that optimize information, productivity, and costs involving data, wireless, voice, and unified communications.

Video Demo
tigercomms.com

Tiger Communications Tiger 2020 Pro
Quickly identify usage patterns and take advantage of cost savings.

Tiger 2020 Pro tracks and reports the necessary information for effective telecommunications management. Call Logging is the key to providing a powerful solution to voice traffic management, integration and billing. Monitors network capacity and identify areas of over and underutilization. It enables companies to quickly assess alternative carrier pricing to take advantage of cost savings.

Reports can be customized and generated ad-hoc or automatically. A web interface allows remote management. Data can be integrated easily and directly into various financial systems. The system is scalable from 100 to 100K+ extensions.

With Tiger Pro 2020, organizations can plan effectively for the future by having the traffic statistics to assess future line requirements across the network.

acqueon.com

Acqueon AiQ for Lync
Intelligently route customers to the right agent the first time.

Acqueon AiQ for Lync incorporates important background information, with the logic of call routing, and the strategy of outbound contact.

It is designed for small to medium contact centers that require a powerful all-in-one solution with the following features:

• ACD with routing across multiple channels (Voice, Email, Web Chat, SMS and Fax)
• Interactive Voice Response w/TTS
• Predictive Dialer with List and Campaign Management
• Inbound/Outbound blending of Agents
• Call Recording / Quality Management
• Scripting Tool and Call Guide
• Callback Manager
• Integrated web-based agent desktop

Acqueon offers 24x7 support and with offices worldwide including a main headquarter locations at Princeton, NJ (US) and Chennai, India (APAC and EMEA).

Solution Brief
Altigen.com

Altigen MaxACD
Improve call handling with an integrated applications suite.

MaxACD Contact Center for Lync combines several separate compelling contact center productivity applications into one integrated system that works with Microsoft Lync Server 2010 to handle automatic call distribution (ACD), skills-based data-directed routing, call recording, and reporting functions.

MaxACD takes advantage of AltiGen's 15 years of contact center technology innovation to deliver a complete, integrated software-based contact center solution for Microsoft Lync.

MaxACD includes a robust SDK with APIs to integrate information from your back office applications to build sophisticated routing rules, screen pops, CRM and ERP integration.

MaxACD feature highlights include:

• Advanced Call Queuing
• Automated Call Distribution
• IVR & Auto Attendant
• Support for remote agents
• Agent, workgroup, queue and call statistics
• Integrated Management Interface
• Simple & Advanced call routing and queuing

Agents and Supervisors are located in the Microsoft Lync pool, with corresponding MaxACD agent profiles. This unique architecture allows Lync administrators to keep 100% of the Lync client call control within the Lync environment.

Solution Brief
aspect.com

Aspect Unified IP
Customer engagement for large-scale, mission critical contact centers.

Aspect Unified IP is a mission-critical, high-availability, high-volume customer contact platform that maximizes the value of existing platform investments including Microsoft Lync.

Features such as inbound/ACD, outbound/dialer, voice portal/IVR, email, SMS/text and chat/IM help customer-centric organizations achieve next-generation customer engagement.

• Inbound Voice – Best-of-breed inbound capabilities intelligently route callers to available agents.
• Outbound Dialer - Delivers automated, predictive, precise, progressive, manual, and blaster dialing options.
• Voice Portal - Next-generation voice self-service (IVR) capabilities enable you to automate some or all call center interactions.
• Internet Contact - Provide an experience for Web-based communications similar to that of traditional call center software platforms.
• Campaign Optimization - Optimize campaign strategies for outbound call center software programs to deliver high-yield results.
• Unified Communications and Collaboration - Leverage seamless integrations with Microsoft Lync and SharePoint® 2010 to easily search and engage experts across the enterprise.

Video demo
Solution Brief
clarity.com

Clarity Connect
Maximize a Lync investment with a complete and seamlessly integrated contact center.

Clarity Connect is a contact center solution built exclusively for Microsoft Lync. It is a server-based application that acts like an additional Lync server role to supply contact center functionality.

Connect can be deployed for both small call centers and complex enterprise contact centers with geographically dispersed operations and thousands of agents.

Clarity Connect includes the following out-of-the-box features:

• Call Routing (ACD)
• Call Receiving (IVR)
• Quick IVR – Visual IVR Editor
• Call Recording
• Screen Pops – Third-Party System Integration    
• IM and Web Chat
• Call Reporting and Analytics
• Time-Zone Awareness, Custom Messaging for Business and Holiday Hours
• Premium Support
• Self-Installer

Clarity Connect powers contact centers for diverse organizations all over the world and is currently being used in the health care, manufacturing/distribution, technology, government, financial services, insurance, retail and professional services industries.

Solution Brief
computer-talk.com

Computer Talk ice Contact Center
Enhance organizational effectiveness with contextual routing and application integration.

ice contact center for Lync is an all-in-one software-only solution that integrates with Microsoft Lync to deliver seamless voice, email, IM and webchat control within business applications and CRM solutions.

It allows you to enhance your contact center experience with the following:

• Skills-based routing with Automatic Voice Distribution (ACD)
• Feature-rich IP-PBX
• Speech Interactive Voice Response (IVR)
• Computer-Telephony Integration (CTI) with screen pops
• Call recording
• Real-time monitoring and in-depth reporting
• Custom Lync applications

With contextual intelligence, ice pushes customer requests to the most suitable queue and agent. Every event is tracked for Lync real-time monitoring and reporting tools.

ice contact center for Lync leverages IM, Presence, and custom Lync applications to reduce costs, increase productivity, and enhance organizational competitiveness.

dolphin.no

Dolphin Q
Bring greater effectiveness to customer interactions in a CRM enabled contact center.

Developed exclusively for Lync, Dolphin Q is a software only solution for operating a professional contact center. Linking call information from Lync, customer records from Dynamics CRM, and agent information from Active Directory, Dolphin Q enables efficient and professional customer care, in a native Lync interface.

It automatically pops the customer record and logs all calls to the right contact in Dynamics CRM. Settings in Dynamics CRM will influence the call routing with functions like preferred agent and repeated contacts.

Highlights include:

• ACD queues with skill based routing of calls
• Identification of callers
• Screen pop-up
• Advanced IVR
• Call back
• Real-time statistics and historical reports
• Web-based agents with automatic log-on as a Lync user
• Mobile agents
• Ability to transfer a call to a new queue without losing priority or call data
• OnCall module for distribution of calls after closing time

datapulse.com

Enghouse Interactive's Intuition Enterprise
Improve first-call resolution rates and improve customer satisfaction.

Enghouse Interactive provides organizations with a flexible, modular suite of contact management applications (including contact center, attendant-operator console, IVR and call recording) that are fully integrated with the voice telephony and unified communication capabilities of Lync 2010.

Intuition Enterprise extends the collaboration and communication capabilities of Lync to all parts of the business, allowing organizations to significantly improve their first-call resolution rates and customer satisfaction, in an extremely cost effective way. Experienced in voice application development and systems integration, Enghouse Interactive is ideally positioned to help enhance the functionality of Microsoft Lync, and help ensure tight interoperability with other back office Microsoft platforms like Microsoft Exchange and Active Directory.

trio.com

Trio Enterprise
Interact with customers swiftly and efficiently.

A multimedia Contact Center with Attendant functionality, Trio Enterprise from Enghouse Interactive is developed upon a Scandinavian model. Integrating fully with the voice telephony and collaboration capabilities of MS Lync 2010 it also supports Microsoft Exchange and Active Directory. Manage all types of customer interactions such as Voice Call, Exchange UM Voicemail, SMS, e-mail, Web Chat & Web Callback, in one single application.

Additional Functions:

• Presence Support to review employees  current MS Lync presence status
• True Busy on Busy, even on an employee level
• Mobile Line State push to MS Lync
• Supporting Enterprise organizations
• Skill-based routing
• High level IVR
• Statistics on calls and attendant queues
• Real hybrid solutions with multiple PBX/Lync systems
• Supports pure UCMA solutions

Solution Brief
Genesyslab.com

Genesys SIP Contact Center
Transform customer service operation by utilizing Lync voice, video, and IM infrastructure for your contact center.

Enjoy the rich collaboration and multimedia capabilities of Lync when communicating with contact center peers, and out to customers. Genesys delivers voice, video, and IM interactions from the PSTN, Skype, or Lync clients on a company website to agents. It provides skills-based routing, unified reporting, and multi-channel capabilities.

Genesys SIP Server with Lync also offers:

• Intelligent routing of email, web chat, social media posting, work items, Fax, and SMS
• Full supervisor capabilities: silent monitoring, whisper coaching, and barge-in
• Native IVR, Auto Attendant, and Recording capabilities, as well as integration with major third party recording solutions
• 100% software-only solution to enable enterprise-wide customer service

Genesys serves over 50% of the global 200, including some of the world's largest banking, insurance, airline, automotive and telecommunications companies.

Solution Brief
Geomant.com

Geomant Contact Expert
Intelligently route calls.

Geomant's Contact Expert is a complete multi-media contact center for both customer service and internal helpdesks. It is a complete contact center solution with inbound, outbound, & blended environments. It includes call recording, real time and historic reporting capabilities. Automatic Call Distribution with skills based routing maximizes agent productivity and customer service.

Tight integration with Lync synchronizes contact center agent status with Lync 'presence' and provides instant access to resources and contacts for consultative call transfers and first call resolution.

A rich agent interface allows customized agent scripts and CLI-based screen-pops of CRM and other business applications. Agents also have access to a full contact history whilst handling a call.

Geomant's IVR for Lync allows the creation of simple or sophisticated Interactive Voice Response trees and scripts, for the routing of calls and full self-service.

Contact Expert is a cost effective solution giving organizations enhanced customer service capabilities.

luware.net

Luware LUCS
Enable communications being dependent on type of device or time of day.

A streamlined customer service contact center to manage, workflows and unify communications with business processes.

LUCS brings phone, IM, email, and web contacts together in one customer service management system. Contacts are quickly channeled to the appropriate person by a number of criteria including language, location, expertise, responsibility level. Conferencing can quickly be established to hand off a customer from one representative to another.

Reporting can be easily customized with LUC’s Microsoft SQL integration.

LUCS is for customer service oriented companies looking of unify all their contact center sources into one smart and effective system. It enables companies to focus on customer service processes to improve service and save time and money.

Solution Brief
prairiefyre.com

prairieFyre Contact Center for Microsoft Lync
Enable efficient distribution, monitoring, and control of both in-office and remote agents.

prairieFyre Contact Center for Microsoft Lync is a modular, integrated software suite that provides sophisticated contact center functionality. It combines Automatic Call Distribution (ACD) and a modular suite of feature-rich, web-based applications with presence-aware telephony, conferencing, messaging, and agent mobility in a familiar, easy-to-use, Microsoft Office user interface.

With Contact Center for Microsoft Lync software, customers can quickly be recognized and calls can be prioritized and routed to the appropriate areas. Supervisors are able to control agents and queues and with real-time reporting and forecasting adjustments can quickly be made to maximize service and optimize resource utilization.

prairieFyre Contact Center for Microsoft Lync is for companies with 10-250 agents. It delivers an enterprise-grade feature set without the complexity or high costs often associated with larger deployments.

Solution Brief
zeacom.com

Zeacom Communications Center
Seamlessly blend voice, email, chat, SMS, social media, and CRM to optimize agent productivity.

Built on 18 years of experience delivering enterprise-grade contact center solutions, Zeacom Communication Center (ZCC) offers a clear migration path to Lync from most traditional telephony platforms.

Zeacom has been a Microsoft gold infrastructure partner for over 12 years and is both a developer and unified communications partner for Lync.

We offer Multimedia Contact Center solutions native to Lync that seamlessly blend voice, email, web chat, callback, SMS and social media alerts to optimize agent productivity.

With staff located throughout North America, Europe, and Asia-Pacific, Zeacom has the resources to assist Lync customers and partners in all aspects of pre-sales activity, design, deployment, and support.

netscout.com

nGenius Voice | Video Manager
Proactively monitor performance and user experience for Microsoft Lync Server 2010.

nGenius® Voice | Video Manager from NetScout is a unified communications performance monitoring solution enabling comprehensive service delivery management for Lync Server 2010 deployments by delivering real-time visibility into end-to-end call performance for voice and video sessions. Flexible workflows enable powerful analysis and troubleshooting procedures supporting both proactive and reactive service management tasks. A broad range of immediate and measurable benefits are provided which accelerate the adoption and deployment of Microsoft Lync.

Key capabilities include:

• Real-time monitoring, alerting, and troubleshooting for voice and video calls
• Session level detail provides visibility to the user experience
• Seamless integration of Microsoft Lync client endpoint data
• Complements Microsoft Lync QoE Monitoring Services with network midpoint and multi-vendor call detail

nGenius Voice | Video Manager NetScout enables IT organizations to optimize and protect service delivery for voice, video, and data services while simplifying IT operations.

netsocket.com

NetSocket Cloud Experience Manager
Gain insight into network issues that impact Lync services.

NetSocket's Cloud Experience Manager (CEM) enables an optimized Lync user experience in enterprise and service provider environments. It provides comprehensive insight into network issues that can disrupt Lync services. CEM reduces problem resolution time by more than 70% when compared to standard network assurance tools to deliver a superior user experience.

Optimize Lync UC service management and users' experience with:

• Immediate insight into network issues that affect Microsoft Lync performance
• Real-time visibility into Lync environments without costly probes
• Automatic correlation of all IP network session, content and topology data with the user experience to see the "whole" Lync end-user experience picture
• Accurate root cause analysis to find the "needle in the haystack" in just a few clicks
• Real-time and historic trending and reporting for greater predictability
• More than 70% reduction in problem resolution for a lower TCO

Solution Brief
Prognosis.com

Prognosis for Unified Communications
Easily manage Lync to ensure QoE and accelerate ROI.

Prognosis for UC empowers UC engineering and support to manage end-to-end performance, availability, and usage across UC and contact center systems from multiple vendors.

Ensure Lync success, and avoid finger-pointing, with visibility and control of the entire communications ecosystem: applications, hardware, SBCs, network path, voice quality, CTI, integrations, configurations, web services, virtualization, usage, and more.

Gain real time UC visibility, forensic replay, and deep UC system reporting to:

• Avoid outages
• Maximize User Satisfaction
• Accelerate Deployments
• Optimize UC Operations

Solution Brief
audiocodes.com

AudioCodes SmartTAP
Recording made simple for compliance, liability, quality assurance, security and sales verification.

Recording made simple for compliance, liability, quality assurance, security and sales verification. SmartTAP is a secure call recording solution enabling the recording of key business interactions within the enterprise and branch locations. A fully IP centric application utilizing open standard protocols like SIP, HTTP, and SNMP, allows SmartTAP to complement an SBA (survivable branch appliance) offering true recording survivability even when the connection to the central location is offline. With built in support for Microsoft's native Real-Time Audio Codec, SmartTAP is able to provide HD quality recordings. The software contains a robust set of features including encryption, secure web access, HTTP live call streaming, Quality Monitoring, and more.

SmartTAP is ideal for companies in manufacturing, medical, & financial services, and other highly regulated industries.

Solution Brief
telrex.com

Enghouse Interactive's CallRex Call Recording
Easy and affordable call recording and monitoring.

CallRex Call Recording is an enterprise-ready call recording solution for Microsoft Lync. Leveraging the rich history of CallRex software expertise and unique Lync features, CallRex Call Recording offers companies a flexible, yet affordable, call recording and live monitoring software solution. Using CallRex software, companies can capture critical inbound and outbound calls that come through Microsoft Lync clients along with any other device managed through the Lync Server. Even the interactions for those who work remotely on network controlled mobile devices can be recorded. Multiple integration options are available, including: passive server-side recording, passive client-side recording, and active Lync Conference-based recording. CallRex software also includes native Real-Time Audio support.

Nice.com

Nice Interaction Management
Comprehensively capture customer interactions.

NICE Interaction Management offers call centers, remote branches and back offices reliable and resilient call recording with the ability to capture, store and maintain customer phone, chat and email interactions in the form of voice, text and screen activity.

Flexible recording rules and call archiving allow for tailoring call capture and storage activities according to company requirements. Its scalable architecture enables easy adaptation to growing recording capacity needs. NICE Interaction Management provides comprehensive redundancy and disaster recovery capabilities for business continuity. To ensure data security it offers end-to-end media encryption, authentication and server hardening.

NICE Interaction Management can be deployed as a standalone product or fully integrated within the NICE Customer Interaction Management offering, enhancing an organization's ability to gain significant value by optimizing operational processes and improving customer experience at the decisive moment of the interaction.

redboxrecorders.com

Red Box Quantify Recording Suite
Mitigate risk, enhance customer satisfaction and ensure legislative compliance.

A user-friendly and intuitive voice and data recording software solution that is suitable for companies and organizations of all sizes. It can be tailored to meet precise customer requirements with a wide range of functionality including quality management, PCI compliance, call management and billing, event reconstruction and audio analytics.

The Red Box Quantify recording solution can record any required internal Lync audio conversation, external Lync audio conversation or Lync Messaging which helps organizations to gain competitive advantage by delivering a wide range of business and operational benefits, increasing productivity, and reducing costs.

hitachi-solutions.com

Hitachi Advanced Collaboration System
Share ideas in a simple collaborative workspace designed for creativity.

Focusing on enterprise collaboration needs, the Hitachi Advanced Collaboration System (Hitachi ACS) expands upon the existing collaboration capabilities of Lync. These enhancements are designed to improve collaborative efficiency and time savings for all collaboration scenes, from offline and local to online and remote.

Hitachi ACS offers a simple and creative collaboration environment that takes advantage of Lync’s communication foundation.

Some of ACS’s enhanced collaboration features include:

• A large split-whiteboard with flipchart capability
• Enhanced document import options for sharing to a collaborative workspace
• Freehand writing, drawing, and sticky notes
• Additional support for Exchange, SharePoint
• A shared workspace supportive of visual collaboration and idea arrangement
• Support for various touch, laptop, and mobile screens
• Resume previous sessions and send out conclusions
• Work individually, locally, and remote