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Qualified Lync applications

Microsoft Lync empowers organizations by bringing the power of software to communications. It integrates telephony, voice, web conferencing, presence, and instant messaging into one seamless experience. Microsoft partners extend the Lync software platform with applications that meet an expanding variety of business and communications needs.

  1. Qualification program overview
  2. Program participation
  3. All applications [n]
  4. Qualified for Lync 2010 [n]
  5. Qualified for Lync 2013 [n]
  6. Attendant console [n]
  7. Billing & enhanced reporting [n]
  8. Contact center [n]
  9. Lync extensibility [n]
  10. Persistent chat [n]
  11. Recording [n]
  12. Software defined networking [n]
  13. Validated applications [n]


Lync ISV qualification program overview

The Lync ISV qualification program is designed to help ensure that qualified applications meet customer expectations for specific scenarios.

With third-party testing, the program defines specific requirements for interoperability with Lync Server, installation, set-up and configuration, documentation, and support.

Designed with enterprise-class industry standards, testing covers performance, reliability, and SDK/API utilization.

Lync ISV qualification program participation

Microsoft Lync ISV Qualification Program, qualifies ISV solutions that integrate the Lync 2013 APIs, UCMA 4.0, Lync Client SDK, Lync Server SDK, UCWA, and Persistent Chat. After successful completion, qualified applications are listed on this page.

An initial API validation self-test will confirm Lync 2013 APIs are being used in the application. These results are then used to submit an application for qualification.

Lync 2013 applications that fall under certain categories are eligible for and may require comprehensive third-party testing. Validated applications not subject to third-party testing are listed as validated applications.

 

Requirements for application qualification:

  • Application must use Lync 2013 APIs.
  • Application must pass the validation self-test with the provided test tool.
  • Application submitted for qualification must pass third-party testing.

 

Validation:

There is no fee for the validation self-test. Sign in to Microsoft Platform Ready with the Windows Live ID associated with your Microsoft Partner Network account.

  • Register your application to access and run the test tool.
  • Copy the questionnaire below into email, and then complete it.
  • Email the questionnaire and successful test results to lyncISVQual@microsoft.com.

 

Qualification:

  • The Lync application qualification team will follow up with you after reviewing your submission. There is a third-party fee associated with qualification testing. It is handled by a third-party company and the price is negotiated with them.
  • The qualification process can take between 3-4 weeks depending on the complexity of the application.
  • After your product successfully passes the technical qualification requirements at the third-party lab, you may be asked to provide marketing information for display on this website.
  • It is possible that an application will fall outside of the program’s testing capabilities. The qualification team will notify you if the product isn’t able to be qualified.        

 

Questionnaire:

  • Company
    Name:
    Address, Country:
  • Contact Person
    Name:
    Title:
    Email:
    Phone:
  • Lead Developer
    Name:
    Email:
  • Related Contacts at Microsoft:
    (Lync partner engineering, partner account manager, etc.)
  • Lync 2013 APIs Used:
  • Target Audience/Sector:
  • Product Description:

 

 

Attendant console applications

Attendant console applications enable attendants to manage communications for an enterprise.


Aastra InAttend Attendant Solution

For Lync:

2013

Ensure efficient call handling with rich presence information.

aastra.com

Description

InAttend is the core application in our attendant offering and an essential part of Aastra's Collaboration Management suite. It is an attendant console that integrates call control with an advanced directory search tool, access to presence information, calendar, SMS and much more.

The attendant solution integrates with multiple communication server platforms using open standards and offers advanced collaboration features.

InAttend gives you:

  • An attendant designed customizable user interface
  • Powerful call and queue handling
  • Multiple directory search
  • Rich Presence updated in real-time for all employees
  • Aggregation of presence and line state from multiple sources
  • Support of multi communication server environments
  • Calendar integration (Microsoft Exchange)
  • Free seating
  • Statistics for queue and attendant call handling
  • A future proof scalable solution based on open standards
  • Multi-tenant support

Anywhere365 Social Reception Attendant

For Lync:

2013

Manage business dialogues with a touch.

workstreampeople.com

Description

Workstreampeople envisions with Anywhere365 that a contact center is no longer a physical "switchboard" entity where incoming calls are manually routed to persons within an organization, but a transparent technology that acts as a natural extension to people's intuitive way of engaging with others.

Since we believe that anybody could be a contact center, the reception is a role model of a contact center. For that reason we developed a reception attendant console from a user friendly perspective, and support all features that reception needs, queue, visual transfers, drag/drop, and swipe or touch (Windows tablet version). Furthermore it offers Exchange calendar integration for availability. Also transfers can be made to groups (UCC's) in order to make, 'functional transfers' possible if the Anywhere365 UCC platform is available for departments and functional groups.

Available now in 8 languages, e.g. English, Dutch, French, German, Spanish, Portuguese, Danish and Swedish.

Competella Multimedia Attendant

For Lync:

2010

2013

Benefit with new multimedia and unified communications possibilities.

competella.com

Description

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

PeterConnects Enterprise Attendant Console from JDM Software

For Lync:

2013

Facilitate easy and fast call handling.

peterconnects.com

Description

PeterConnects Attendant Console is a powerful operator console allowing fast and easy call handling of large numbers of telephone calls. Calls can be easily answered and transferred to employees using keyboard, mouse or touchscreen. Most operations can be done by single keystroke. Numerous interfaces are supported, combine sources, create a rich telephone directory, and send messages from the console (email, SMS, Chat). The automated attendant adds the functionality to create an open/closed profile, welcome message, choice menus and queue messaging. There are different ways to show the presence-status of employees within the attendant-console; telephony, Lync, Outlook, building access-system. The Web based statistics-module allows customers to compose reports of all calls. 

Samroxx Attendant Console & Soft Phone

For Lync:

2013

samroxx.com
video demo

Description

Designed to give you the full power of an attendant console providing a native SIP connection to MS Lync. A user-installable and user-maintainable solution, it takes just 5 minutes to download, install and configure.

Select features include:

  • "Intelligent Transfer Advisor" save 60% of all search activity on the console.
  • Contact directory with typo correction, smart look-ahead, phonetic and full text search
  • Graphical stage with real-time visualization of call and chat sessions 
  • Customizable automated greeting
  • 1-Click malicious call recording and supervisor forwarding
  • Rich presence for extensions and attendant console users
  • Inline display of Exchange and Notes calendar information, even showing in the Busy Lamp Field
  • Multi-vendor cross-platform solution

Trio Enterprise Attendant

For Lync:

2010

2013

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

trio.com

Description

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. 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 Vision 80/20

For Lync:

2010

Reduce call handling time.

visionutveckling.se

Description

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

Zylinc Attendant Console

For Lync:

2013

Handle an entire company's calls quickly and efficiently.

zylinc.com

Description

Zylinc Attendant Console for Lync is a business solution unifying all customer interactions regardless of media used. Specifically designed to facilitate receptionist customer service by monitoring transferred calls to the destination, accurately and speedily.

  • Mobile and desktop client, with online queue and receptionist overview
  • Advanced call queuing with callback and IVR
  • Calendar integration, absence feature and unified presence
  • xRM look-up based on call line id
  • Message center, invoke chat, send SMS and email
  • Skill based routing
  • Real time wallboards and advanced web reporting engine
  • Calibrate call flow on the fly with web based user friendly administration interface
  • A hybrid solution, it supports multiple PBX/Lync systems
  • On demand recording of calls
  • Built on the same platform as Zylinc Contact Center
  • Legacy PBX migration path to Lync

Zylinc Attendant Console is used with Lync by major companies in several industries around the world.

Billing & enhanced reporting applications

Billing and enhanced reporting applications enable organizations to monitor, track and report both financial and time information for an entire organization's communications stream.


CA Unified Communications Monitor

For Lync:

2013

CA Technologies

Ensure UC and VoIP quality of experience and network quality of service.

www.CA.com

Description

CA Unified Communications Monitor is a network-based voice and video monitoring solution that helps organizations ensure UC and VoIP quality of experience and network quality of service. UC and VoIP delivery metrics – such as jitter, latency, and packet loss – along with call quality metrics – such as MOS, provide full insight into UC quality of experience. Customized alerts and thresholds help pinpoint where problems reside and help identify which network paths experience the most severe problems. UC Monitor also helps you to track trends through capacity planning reports that illustrate busy-hour call attempts and the effects of call volume on call performance. UC Monitor integrates with CA Performance Center and many other CA Technologies solutions for a comprehensive view of systems and network performance.

Dell Software MessageStats for Lync

For Lync:

2013

Track unified communications usage, analyze trends, and create reports.

dell.com

Description

Dell MessageStats for Lync delivers deep insight into unified communications usage by enhancing Lync's built-in reporting capabilities with comprehensive usage reporting and analysis.

Now you can create and subscribe to custom usage reports that monitor Lync Server trends, so you can easily determine appropriate billing and chargebacks for instant messaging, file transfers, audio and visual conferencing, voice over IP (VoIP) and online meeting sessions.

Armed with usage and trend data, your organization can maximize its adoption of Lync to fully realize its return on investment.

Integrated Research Prognosis 10

For Lync:

2010

2013

Provide complete visibility and actionable insight to control complex, multi-vendor unified communications environments anytime, anywhere.

Prognosis.com

Description

Prognosis 10 provides complete visibility and actionable insight to control complex, multi-vendor unified communications (UC) environments more effectively, when and where you want. Deliver superior performance and lower operational costs.

Use Actionable Insight to Improve Operations

Full visibility and analysis lets you proactively manage operations and respond to issues fast. This helps ensure your Lync environment sustains productivity, collaboration and quality of experience to drive competitive advantage.

Achieve Fast Time to Value

Easily deploy using any standard HTML5 browser. Prognosis 10 delivers a rapid return on investment. It can easily scale to meet changing business needs, while a small footprint provides lower cost of ownership, whether on premise or in the cloud.

Ensure Lync Success

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.

ISI Telemanagement Solutions Infortel Select

For Lync:

2010

2013

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.

Solution Brief
isi-info.com

Description

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.

Mind CTI PhonEX ONE

For Lync:

2010

2013

Quickly and precisely analyze unified communications usage.

mindcti.com

Description

PhonEX ONE web-based call accounting provides telecom traffic tracking and control for world-wide organizations as its architecture supports multiple currencies and languages or geographically dispersed data sources.

A flexible and scalable application as it can be easily adjusted from a single site to monitoring calls traffic in multinational organizations. The automatic import option allows PhonEX ONE to easily accommodate and maintain multiple types of organization structures synchronized with various sources (file, ODBC and LDAP).

Reporting offers a quick and precise analysis of the unified communications usage, helping organizations to reduce costs and increase productivity while at-a-glance statistics are offered through an eye-catchy, flexible and practical dashboard interface. Information can be displayed in summarized or detailed report formats and an unlimited number of report templates are offered to suit user's needs.

Fraud detection module provides companies the possibility to track and alert any system misuse or urgent situations.

Nectar Cloud Experience Manager

For Lync:

2010

2013

Gain insight into network issues that impact Lync services.

nectarcorp.com

Description

Cloud Experience Manager (CEM) delivered by Nectar's converged management platform (CMP), is a Lync monitoring solution enabling comprehensive service management for Lync UC environments. Nectar's CEM delivers real-time, end-to-end call performance of Lync voice, video, and conferencing sessions. This visibility, along with critical trending and reporting data, enables proactive service management. Nectar also provides pre-assessment and synthetic calling capabilities, which ensure a more efficient and successful deployment and adoption of Microsoft Lync services.

Optimize Lync UC service management and users' experience with:

  • Automatic correlation of all IP network session, content and topology data, see the "entire" Lync user experience
  • 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, management, and capacity planning

nGenius Voice | Video Manager

For Lync:

2010

2013

Proactively monitor performance and user experience for Microsoft Lync Server.

netscout.com

Description

nGenius Voice | Video Manager from NetScout is a unified communications performance monitoring solution enabling comprehensive service delivery management for Lync Server 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.

Periscope GC

For Lync:

2013

Unified Communications usage and expense management for Lync deployments.

cvt.com.au

Description

Periscope GC for Billing and Enhanced Reporting on Lync recognizes that Lync provides an opportunity to deliver more for our customers. Not only does Lync deliver a rich Unified Communications environment for users, but it coincides with the latest Microsoft technologies in operating system, database and web application development.

Periscope GC takes advantage of these developments to deliver a rich web based user experience providing well established telecoms reporting features such as on-billing, Call Cost Accounting and service provider bill import and extending that further to drive business analytics around the Unified Communications play.

Periscope GC is used by customers in all verticals delivering the full range of requirements including more than 100 standard report templates in multi-formats, scheduled reports, exception reports, monitoring dashboards and more. We look forward to discussing further with interested parties on how GC can benefit their operations.

Proteus Call Accounting from CTI Group

For Lync:

2013

See a detailed optimisation and cost analysis of your communication systems.

ctigroup.com

Description

Proteus addresses:

  • Cost and revenue optimization: Analyze telephone costs in real time. Respond to cost triggers and trends. Compare multiple carrier rates.
  • Cost allocation within a company: Assign costs to departments and employees for chargeback. Schedule cost reports to finance and human resources teams.
  • Service billing: Allocate costs to account codes and produce billing reports for client phone usage.
  • Network optimization: Monitor effectiveness of network, network utilization, and network capacity in real time. Respond to real time triggers and trends. Identify over-utilized and under-utilized trunks. Monitor call-routing effectiveness, abandoned calls, agent utilization and many other network aspects.
  • Staff activity: Report on employee calling activities and patterns. Measure key performance indicators (KPIs).
  • Security and compliance: Monitor telecom activity and set thresholds to alert on suspected fraudulent activity. Monitor telephony systems to ensure availability of this business critical infrastructure.

Singula Software Ltd. Analytics

For Lync:

2013

Provide complete management for automated billing, reporting, and invoicing.

Description

Singula Analytics has been specifically designed for Microsoft Lync, delivering a carrier class billing and reporting platform. Whether you're deploying Lync onsite or hosted, it provides a fully itemized, online billing solution that enables you to charge usage and calls back to individual users, departments, cost centers or customers.

Every single interaction is logged by Analytics to provide a clear audit trail of all activity within the system. Use this data to search for specific interactions or gain a greater understanding of the platform usage.

Analytics has drill down capability, trending, heat mapping and forecasting. This enables management to make informed decisions and enhance the effectiveness and long term usage of Microsoft Lync.

Singula Analytics creates a multi-tenanted view of your Lync deployment using information gathered from Active Directory. Use this view to navigate quickly between entities to view usage, bills and create reports.

Tiger Communications Tiger 2020 Pro

For Lync:

2010

2013

Quickly identify usage patterns and take advantage of cost savings.

Video Demo
tigercomms.com

Description

Scalable from 100 to 100,000+ extensions, Tiger 2020 Pro, is a centralized billing and reporting platform for Lync 2013, empowering customers to measure and manage fixed line and mobile networks.

Incorporating powerful Active Directory integration, rich multi-lingual graphical user interfaces, flexible multi-country billing tariffs and customizable reporting facilities, it enables customers to monitor and control network capacity, areas of over and under-utilization, and staff performance. Further cost savings can be identified through assessment of actual versus alternative carrier pricing. A Silverlight web interface allows secure access for all users and administrators network-wide.

Options include integration to Financial Systems and Data Warehouses via standard or customized interfaces and Voice Network Security for pro-active call alerting to fraudulent activity and unusual traffic patterns.

Tiger Pro 2020 enables organizations to plan effectively by having the traffic statistics to assess future line requirements across the network.

Unify Square PowerMon

For Lync:

2013

Reduce the time it takes to diagnose and resolve failures by instantly alerting of Lync service outages globally.

unifysquare.com

Description

PowerMon is a proactive 24x365 cloud-based monitoring solution for Lync. The solution monitors end-to-end service availability of Lync workloads via synthetic transactions hosted on the Microsoft Azure network worldwide. PowerMon incorporates industry-leading Unify2 expertise and best practices assisting Fortune 500-class enterprises with their Lync service availability. By instantly alerting of Lync service outages globally, PowerMon helps an organization substantially reduce the time it takes to diagnose and resolve failures, even addressing failures before they are reported from clients, significantly reducing costs associated with Lync downtime.

Unify Square PowerSAT

For Lync:

2013

Quickly and easily gather real-time Net User Satisfaction (NSAT) information.

unifysquare.com

Description

PowerSAT, a Lync IM cloud-based solution, helps organizations quickly and easily gather real-time Net User Satisfaction (NSAT) information about Lync. With PowerSAT, users can rate their satisfaction in a familiar Lync instant message (IM) based on their presence's availability. The presence and IM based solution increase the users' response rate significantly compared with other survey solutions. PowerSAT also includes a real-time reporting portal that allows IT Departments to monitor and track progress based on standard Net Satisfaction Score (NSAT) used by Microsoft and other enterprises.

Unify Square PowerView

For Lync:

2010

2013

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

unifysquare.com

Description

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.

Contact center applications

Contact center applications act as a central point in an enterprise from which all communications and customer contacts can be managed.


Acqueon AiQ for Lync

For Lync:

2010

2013

Provide Intelligent, multi-channel customer service with a Lync-native contact center.

acqueon.com

Description

Acqueon AiQ for Lync incorporates the importance of background information with the logic of call routing and the strategy of proactive outbound communication.

AiQ is designed for small to medium contact centers that require a powerful, all-in-one solution.

Features include:

  • 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 24/7 support with offices worldwide including locations in Dallas, TX (US), Princeton, NJ (US) and Chennai, India (APAC and EMEA).

AdvaTel Espera

For Lync:

2013

Enhance response groups with call center features.

advatel.com

Description

Espera leverages real-time and historical reporting with Lync response groups for call center call handling and queuing.

As a standard part of the Lync Enterprise Voice license, Lync response groups offer well-engineered call center capability. Response groups provide advanced workflow choices and IVR interactions, advanced call routing, interflow and overflows between groups. Espera adds the ability for agents, supervisors and managers to see what the current real time situation is and then to follow that up with a suite of historical reporting as expected in a call center.

In addition to reporting, Espera adds call wrap-up and one click agent log-on and log-off, easy to change, on the fly thresholds, and drill down reporting. Espera provides for remote agent log-on and the real time data is transferred to the agent's screen via the existing Lync SIP tunnel.

*Espera was tested with the quality of assurance testing program.

Anywhere365 Unified Contact Center for Lync

For Lync:

2013

Manage real-time role model based contact center dialogues for Lync.

workstreampeople.com

Description

Rethinking the contact center for unified communications, Anywhere365 is a unified contact center for Lync that helps maintain organizational balance with role model based managed communications. More than a contact center, it's a flexible, real time dialogue management platform to redesign dialogue experiences. Detailed live reporting allows for quick and easy decision making. Due to its design philosophy, Anywhere365 is flexible and can be implemented to meet a variety of needs. Out of the box Anywhere365 offers, voice, webchat, recording, dialogue intelligence, CRM integration, quality monitoring, wallboard, mobile integration, and more. Expansion is easy with a server based licensing model.

Altigen MaxACD

For Lync:

2010

2013

Improve call handling with an integrated Lync native applications suite.

Solution Brief
Altigen.com

Description

MaxACD Lync native contact center combines several separate compelling contact center productivity applications into one integrated system that works with Lync Server 2010 & 2013 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 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.

Aspect Unified IP

For Lync:

2010

2013

Unify customer engagement strategies for improved contact center performance.

aspect.com

Description

Aspect is the only provider of a fully-integrated, multi-channel interaction management and workforce optimization platform for contact centers.

  • Inbound automatic call distribution (ACD) - Encompasses customer interactions including enterprise-wide skills-based routing, recording and satisfaction surveys.
  • Multichannel contact - Differentiate customer experience through omni-channel connectivity.
  • Self-service voice portal/IVR - Self-service capabilities across media types let customers get information as they want it.
  • Social customer care - Take constructive actions to grow customer loyalty by adding Aspect Social.
  • Expert engagement with unified communications and collaboration - Agents collaborate in real time with all contact center contributors through presence, IM, and desktop and file sharing.
  • Outbound predictive dialer - Deliver multiple dialing options through outbound voice, SMS and email services.

Integrating Aspect Unified IP with Microsoft Lync Server 2013 connects customers through voice and instant messaging (IM) and empowers agents to find experts for first call resolution using presence and desktop sharing.

Clarity Connect

For Lync:

2010

2013

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

Video demo
clarity.com

Description

Clarity Connect is used across multiple continents and many different industries by companies looking to leverage Lync for their contact centers or help desk. As a native, server-based application, Connect acts as in additional Lync Server role to supply contact center functionality without any added desktop clients.

Connect can be deployed for both small call centers and complex enterprise contact centers with geographically dispersed operations and thousands of agents. A versatile contact center software product, Connect enables any employee with a Lync client, regardless of their location, to easily become an agent, supervisor, or administrator.

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

  • Call routing (ACD)
  • Call receiving (IVR)
  • Quick IVR - visual editor
  • Call recording
  • Screen pops - third-party integration
  • IM and web chat
  • Call reporting and analytics
  • Time-zone awareness, custom messaging for business and holiday hours
  • Multiple business units, away reason codes, and customizable authorization roles
  • Premium support
  • Self-installer

Computer Talk ice Contact Center

For Lync:

2010

2013

Enhance organizational effectiveness with contextual routing and application integration.

Video demo
Solution Brief
computer-talk.com

Description

ice is a Lync 2010 and 2013 qualified, software only, all-in-one contact center product that runs as a native part of Lync topology.

ice features include: ACD, speech IVR, social media, email management, quality monitoring and call recording, web chat and instant messaging, analytics and reporting, outbound alerts and surveys, native CTI and CRM screen pops, and WFM integration.

With Lync embedded in ice, it allows for unplugging of TDM PBX's at a fraction of the cost of competing products.

Our application solutions and services allow banking, finance, government, health care, and many other industries to reduce cost while increasing competitiveness.

We are a Microsoft Gold partner in communications and application development, communications partner of the year in Canada, and online service advisor.

Dolphin Q

For Lync:

2010

2013

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

dolphin.no

Description

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

Enghouse Interactive's Intuition Enterprise

For Lync:

2010

Improve first-call resolution rates and improve customer satisfaction.

datapulse.com

Description

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.

Genesys SIP Contact Center

For Lync:

2010

2013

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

Genesyslab.com

Description

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.

Geomant Contact Expert - Contact Center for Microsoft Lync

For Lync:

2010

2013

Improve customer service by bringing the benefits of Lync into the Contact Center.

Solution Brief
Geomant.com

Description

Geomant's Contact Expert is a multi-media (voice, email & chat) contact center for both customer service and internal helpdesks. This is a complete solution, with inbound, outbound and blended functionality. It includes call recording and comprehensive real-time and historic reporting.

Automatic Call Distribution with skills based routing maximizes agent productivity and customer service.

Native integration with Lync synchronizes agent status with Lync presence and provides instant access to resources and contacts for consultation, call transfers, and first call resolution.

A rich agent interface allows customized agent scripts and screen-pops of CRM and other business applications. Agents 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 cost-effectively leverages Lync, utilizing rather than replacing features, improving the Lync return on investment.

Interactive Intelligence Customer Interaction Center Integration with Microsoft Lync

For Lync:

2013

Unify communications to better care for customers.

inin.com

Description

The Interactive Intelligence Customer Interaction Center (CIC) and Microsoft Lync Server 2013 integration provides a feature-rich contact center add-on to Lync enterprise telephony deployments. The combined solution helps mid-size to large enterprises improve collaboration between contact center agents and business users through shared features such as presence management, directory look-up, instant messaging, video, and more.

Key Features Include:

IM and video for contact center agents

  • Great choice for internal communication
  • Single, streamlined agent interface
  • Automated pop of Lync interface

Synchronized presence

  • Provides real-time visibility of all users across platforms
  • Lync Presence Integration Service simplifies administration
  • Eliminates blind transfers and hold times

Common directory

  • Single comprehensive directory for CIC and Microsoft Lync users
  • Tab for Lync contacts in Interaction Client
  • Single click to multiple collaboration channels: IM, video, voice call, email, fax, desktop sharing

Direct SIP integration

  • Click to call
  • Plug and play deployments
  • No need for third-party gateways

Luware LUCS Contact Center for Microsoft Lync

For Lync:

2010

2013

Communicate with customers anytime independent of device.

luware.net

Description

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.

Netcall Liberty ContactCentre with Lync Integration

For Lync:

2013

Maximize customer satisfaction, harnessing the benefits of Lync for effortless customer engagement.

Netcall.com

Description

Netcall Liberty ContactCentre with Lync integration is a fully-integrated automatic call distribution solution (ACD), with multimedia interaction management including web chat, email and social customer service.

It delivers:

  • Efficient contact delivery
    • Real-time visibility from agent activity and Lync presence status
    • Interactive skills-based routing that utilizes multiple queue priorities and observes agent skills across all media
    • Multichannel handled on the unified agent interface
  • Fully integrated self-service
    • End-to-end transaction management with process-led intelligent IVR
    • Captures contact data, identifies context and starts workflow process into CRM
  • Proactive visibility, management and reporting
    • Tailored alerts enable proactive supervisor responses
    • Demand-driven business rules trigger automated processes, including callback
    • Comprehensive activity reporting using blended Lync presence data
    • Sharing workforce management data supports effective workforce optimization
  • Seamless unified directory
    • Easy instant messaging for internal communication allowing desktop and context sharing between agents, supervisors and back-office

       

prairieFyre Contact Center for Microsoft Lync

For Lync:

2010

2013

Enable efficient distribution, monitoring, and control of both in-office and remote agents.

Solution Brief
prairiefyre.com

Description

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.

T-Metrics Lync Contact Center

For Lync:

2013

Enable multimedia collaborative customer service.

tmetrics.com

Description

The T-Metrics Contact Center empowers organizations to leverage inherent Lync features such as presence, voice, instant messaging, video, and collaboration when managing simple or complex customer interactions.

By enabling contact center agents, subject matter experts, and business users to collaborate, organizations are able to deliver a richer and more satisfying customer experience.

Features:

  • Routing of multimedia interactions
  • Voice, email, Web chat, social media, SMS, and video
  • Recording of calls, screens, and multimedia interactions
  • Reporting
  • SQL server reporting services (SSRS)
  • Full suite of standard reports
  • Easily customize/create new reports  
  • Supervisors: agent listen and view, whisper, and barge-In
  • IVR, auto attendant, scorecard, agent survey

The T-Metrics Contact Center can support agents off of legacy switches and Lync simultaneously. This multi-switch multi-vendor capability provides a seamless and elegant strategy for sites to migrate contact centers from legacy systems to Lync.

Trio Enterprise

For Lync:

2010

2013

Interact with customers swiftly and efficiently.

trio.com

Description

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 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

Voxtron's Lync Communication Center

For Lync:

2013

Voxtron

Description

Combine unified communication possibilities with contact center facilities. Install Voxtron Communication Center and its newly developed Voxtron Client for Microsoft Lync. You have all Lync facilities at your disposal with extra benefits.

Your benefits

  • You will instantly increase your customer's satisfaction vigorously.
  • You will boost your image as a customer-friendly, service-minded company.
  • You can monitor all activities allowing you to plan efficiently.
  • Your contact center agents will cooperate smoothly.
  • Productivity will rise.
  • Costs will go down.

Straightforward integration

The Voxtron Client for Microsoft Lync integrates your Lync application in a straight- forward way to our contact center software. You have all Lync facilities and all features of Voxtron's customer interaction software in one integrated "Client". If your requirements change, adaptations can occur quickly and smoothly. After all, a Voxtron solution is designed to develop at your pace.

Zeacom Communications Center

For Lync:

2010

2013

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

zeacom.com

Description

Built on 20 years of experience delivering enterprise-grade contact center solutions, Zeacom Communications Center (ZCC) offers a clear migration path to Lync from most traditional telephony platforms.

Zeacom is a member of the Microsoft Partner Network with gold competencies in Application Development, Application Integration and Communications.

We offer multi-channel 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 the Americas, EMEA, and Asia-Pacific, Zeacom has the resources to assist Lync customers and partners in all aspects of pre-sales activity, design, deployment, and support.

Zylinc Contact Center for Lync

For Lync:

2013

Improve customer service and agent utilization.

zylinc.com

Description

Zylinc Contact Center for Lync is a business solution for highly effective multimedia customer interaction, designed to ease agent handling by integration to xRM systems, with real time queue statistics for the supervisors, and historical statistics for management.

  • Mobile and desktop client, with online queue and agent overview
  • Blending of channels, inbound, outbound, chat, e-mails
  • Advanced call queuing with callback and IVR
  • Skill based routing
  • xRM screen pop up based on caller number or entered IVR digits
  • Real time wallboards and advanced web reporting engine
  • Call and logout reasons for statistics
  • Enabling involvement of specialists outside the contact center
  • Calibrate call flow on the fly with web based user friendly administration interface
  • Support for virtualization
  • A fusion of contact center and attendant console
  • PBX migration path to Lync

Zylinc Contact Center is used with Lync for successful contact centers in several industries and around the world.

Lync extensibility applications

These applications take advantage of the Lync platform to fulfill a variety of business and communications needs.


Tango Networks Enterprise Connect Mobile Phone Integration for Lync

For Lync:

2013

Make any mobile phone Lync capable.

tango-networks.com

Description

Tango Networks' Enterprise Connect solution enables any mobile phone to become an extension of Lync without requiring a software app or client to be installed on the phone. Calls made to or from a mobile appear as Lync mobile calls with the corporate caller ID and can share mobile presence and location information. Extending the Lync features to any mobile phone without requiring any app or client can raise employee productivity and customer satisfaction. Enterprise Connect also offers the following capabilities:

  • Business/personal Identity: Allows the people to switch between identities, supporting BYOD implementations.
  • Mobile Call Recording: Enable enforceable recording of all calls to/from the mobile and is integrated with leading recording solutions.
  • Mobile Cost Savings: Provide complete IT control, enable desktop replacement and least cost routing from mobile phones.
  • Business Continuity: Enable employee mobile phones to continue business communications when the corporate voice network is lost.

Persistent chat applications

Collaborate with a group in topic-based persistent discussion rooms. Share ideas and information by posting messages. Find ideas and information by browsing or searching the chat history. Search for content within and across rooms. Create notifications and filters to track conversations in particular rooms and about specific topics.


MindLink anywhere

For Lync:

2013

mindlinksoft.com

Description

MindLink Anywhere is a fully integrated Lync web client that provides IM, presence and persistent chat functionality through a web browser. It allows for collaboration securely through desktop and laptop on Windows, OS X and Linux.

MindLink allows real-time collaboration across the business and improves team efficiency and productivity. Live information feeds from social media, email and other line-of-business systems can be streamed to any topic group directly, while intelligent filtering and tagging feeds only relevant content to each user. Conversations are indexed and recorded meaning organizational knowledge is preserved and searchable for future use. MindLink Anywhere integrates with your SharePoint environments.

Openjive Lingo

For Lync:

2013

Securely transfer files and review analytics with persistent chat.

openjive.com

Description

Lingo connects disparate systems and processes, extending your line of business applications to Lync 2013 persistent chat. Lingo seamlessly allows for collaboration within a persistent chat room by enabling the use of multiple add-ins and easy file transfer and storage of documents to SharePoint 2010 or 2013 document libraries. In addition, Lingo extends persistent chat by providing real-time analytics to room managers and persistent chat administrators based on activity.

Recording applications

Recording applications allow for the recording, storage, and retrieval of communications for training review, quality analysis and to meet compliance requirements.


Actiance Vantage

For Lync:

2013

Simplify management of strict compliance requirements.

actiance.com

Description

Vantage provides granular policy control for Lync alongside controls for publicly available IM networks, enterprise social software platforms, collaboration applications, and industry-focused communities like Thomson Reuters Messenger and Bloomberg. It's designed to meet your organization's security, management, and compliance requirements.

AudioCodes SmartTAP

For Lync:

2010

2013

Media recording made simple.

audiocodes.com

Description

SmartTAP is a secure call recording solution enabling the recording of key business interactions within the enterprise and branch locations. It is suitable for customers of all sizes. A fully IP centric application utilizing open standard protocols like SIP, HTTP, and SNMP, SmartTAP is flexible for single, multi-site and global deployments. Easily record any Lync call type including but not limited to mobile, remote, internal, PSTN and conference calls.

The easy and intuitive HTML interface reduces training time and makes it easy to deploy. SmartTAP complements Lync by offering a wide range of features that further enhance the recording experience, including agent scoring, live monitoring of conversations, LDAP integration, agent and supervisor notes, email, and downloading of conversations.

SmartTAP is ideal for companies in financial services, trading, manufacturing, medicine, education, contact centers, and other highly regulated industries.

Enghouse Interactive's CallRex Call Recording

For Lync:

2010

Easy and affordable call recording and monitoring.

Solution Brief
telrex.com

Description

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.

Geomant Call Recorder

For Lync:

2013

Provide call recording for compliance & quality.

geomant.com

Description

Part of Geomant's portfolio of Lync solutions, Geomant's Call Recorder allows regulated and customer-focused organisations to record inbound and outbound Lync voice conversations.

Complementary to Geomant's contact center solution, Contact Expert, Geomant's Lync Call Recorder is a passive, network based, solution, which has no impact on the call experience. Recording takes place centrally, with call recordings and associated data securely stored for subsequent access.

The recorder's on-line application allows for easy searching and review of recorded calls. Options include quality management, desktop screen capture and pause and restart (e.g. for PCI compliance).

Geomant's solution can be deployed in almost any Lync architecture.

Nice Interaction Management

For Lync:

2010

Comprehensively capture customer interactions.

Nice.com

Description

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.

NICE Trading Recording (NTR)

For Lync:

2013

Automate the documentation of all access to call recordings and deliver instant call retrieval.

Nice.com

Description

Today’s strict regulatory environment has profound effects on the systems and processes that support the trading floor. To meet the growing compliance challenges, the NICE Trading Recording solution enables trading floors to ensure regulatory compliance across the globe, improve business process efficiency and minimize total cost of ownership (TCO).

NICE Trading Recording (NTR) combines trading floor and back office recording to create the most comprehensive compliance focused recording platform. Combining innovative software and industry-standard hardware, NICE Recording solutions empowers financial institutions to actively record and monitor interactions, and adhere to global regulatory requirements.

Numonix RECITE

For Lync:

2013

Bringing interactions into focus.

numonix.co

Description

RECITE by Numonix is a secure call recording and quality management system that makes traditional contact center tools available to any Microsoft Lync environment. Through decades of recording experience, Numonix has designed RECITE to be scalable from smaller single sites with as little as five users to large multi-site enterprise deployments. At the core of the RECITE Suite is our RECITE Capture recording module that is designed to capture and encrypt all Lync media which can then be stored and accessed through virtualized, centralized or distributed deployment models.

Through our simple to use, web interface users can search, playback and review any Lync interaction whether it be internal, external, mobile, conference, PSTN or remote. With built in support for all Lync codec types and a media capture model that does not require port mirroring or consumption of valuable Lync conferencing resources, RECITE is the most well rounded and cost effective Enterprise Lync Recording offering on the market.

Need to evaluate and analyze your Lync interactions, add real-time comments to calls or create customized training programs; our quality assurance software modules, RECITE Q and RECITE Client offer the latest agent evaluation features together with desktop screen capture.

Oracle Communications Interactive Session Recorder

For Lync:

2013

Capture, secure, and manage SIP recording for voice, video, and session-based communications.

oracle.com

Description

Oracle Communications Interactive Session Recorder a scalable and easy-to-deploy Internet Protocol (IP) communications session recording solution. Designed to overcome the connectivity, security, and control challenges associated with capturing real-time session recordings in IP telephony and unified communications (UC) environments, the solution is highly extensible with a rich feature set. Service providers and enterprises deploy it in compliance and quality assurance applications. Enterprise IT organizations use it to deliver private cloud-based session recording services.

Red Box Quantify Recording Suite

For Lync:

2010

2013

Mitigate risk, enhance customer satisfaction and ensure legislative compliance.

redboxrecorders.com

Description

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.

Verba Recording System

For Lync:

2013

Integrated voice, video, IM and screen recording for compliance and quality assurance.

verba.com

Description

Verba is a leader in professional call recording and quality management solutions for unified communications. The enterprise-grade Verba Recording System is the first server-side Lync compatible solution that records voice, video, instant messages and screen video in a single platform.

For compliance environments, calls are recorded and encrypted in the network. For contact centers, an integrated quality assurance system lets managers continuously review service quality, visualize trends, plan training and provide feedback to agents.

A wide range of distributed, centralized and virtualized deployment options ensure Verba fits any environment from single-server systems to multi-site Lync clusters. All Lync conversations are recorded including internal, remote, PSTN and federated calls. Active Directly synchronization and single-sign on integration are included as standard.

Lync conversations flow through Microsoft Lync server components only. So, no group conversation setup, no increased call connection times, no impact on Lync user experience.

Viases Recorder for Lync

For Lync:

2013

Enable recording of calls and screens.

viases.com

Description

Viases Recorder enables recording of calls and user screens. This product works with SIP and H.323 signaling protocols and RTP, SRTP transport protocols. It does not consume any valuable Lync resources while recording calls and user screens.

Viases Recorder offers many unique advanced features out of the box, which differentiate it from other systems.

Features include:

  • Call Recording
  • Centralized Management for Distributed Solution
  • Search and Playback
  • Call Analytics
  • Call Trend Analytics
  • Quality Management

 

 

 

Software defined networking applications

Applications built on the Lync SDN API provide the ability to quickly detect quality affecting issues on the network and deliver prescriptive resolutions and traffic prioritization. Manage the Lync experience with automated root-cause analysis of network issues. Access real time, session-level metrics for network events across modalities, sessions, and IP topology layers.

Registration for the Lync SDN API Developer Program on the Microsoft Connect web site and use invitation ID: LSA-T882-JJYX. Finished applications are submitted for third party testing and then included here.

Developers can download the Lync SDN API from the Microsoft Download Center.


Aruba Networks Wifi

For Lync:

2013

Offer uninterrupted Lync on mobile devices.

arubanetworks.com

Description

Like a high performance vehicle, Lync benefits from smooth network pavement on which to run. The new Lync SDN API ensures that Lync performs at its best, with both desktop and mobile devices, if problems do occur it expedites remediation. Used together with an Aruba controller-based Wi-Fi network, the Lync SDN API opens a window into Lync calls in flight. Call set-up data pushed over the API enables an Aruba Wi-Fi to deliver Quality of service for all Lync flows, implement call admission control, and monitor UC performance in real-time. End-to-end call monitoring makes quick work of root cause failure analysis (pinpointing between which access points a roaming call failed), bottleneck identification (locating points of network congestion), and device performance (identifying which handsets and OS versions have performance problems). With the Lync SDN API and Aruba Wi-Fi you can deliver the quality, jitter-free user experience mandated by today's mobile enterprise.

Extreme Networks

For Lync:

2013

Automated QoS on Wired & Wireless Networks

Extreme Networks

Description

Extreme Networks integration with Microsoft Lync includes qualification for wired, wireless, and SDN; in-depth analytics into Lync environments across wired and wireless networks, including connectivity, infrastructure, and endpoint performance; and SDN integration that resolves implementation challenges arising from Lync end system QoS provisioning and static network policies.

The Microsoft Lync SDN API relays detailed information regarding Lync calls and sessions to Extreme Networks OneFabric Connect, where the data is utilized to provide control over the quality of audio/video calls and application sharing sessions. Administrators can leverage these analytics to gain in-depth visibility into application and network response times, enable predictive analysis that speeds troubleshooting and diagnostics, and enables IT to better support Lync throughout the organization.

Nectar Cloud Experience Manager

For Lync:

2010

2013

Gain insight into network issues that impact Lync services.

nectarcorp.com

Description

Cloud Experience Manager (CEM) delivered via Nectar's Converged Management Platform (CMP), provides comprehensive insight into network issues for fast problem resolution and a lower total cost of ownership (TCO). Nectar is the first IP network service assurance provider to have been tested, qualified, and deployed with the Microsoft Lync Software Defined Network (SDN) API. Nectar CEM's tight integration with this real-time service assurance API enables root cause analysis, identification and resolution in just a few clicks without the need for traditional costly probes. Reduce problem resolution time by more than 70% when compared to standard network assurance tools and greatly lowers the TCO of Lync operations and support. Nectar also provides pre-assessment and synthetic calling capability to ensure a smooth, efficient deployment of Lync UC services.

Validated Lync applications

The following applications have been validated as using Lync 2013 APIs. The independent software vendors have validated their solutions and sent results to Microsoft. They have not necessarily been tested by third parties.


Shorten Lync install and implementation times. Administer Lync in single and multi-forest environments without Active Directory schema changes. Centralize call-forwarding and automate user management.

Streamline organization-wide group email communications making them more meaningful, effective, and engaging by enabling their distribution through Lync persistent chat.

Share live video and data between primary care physicians, specialists and medical teams anywhere, at any time.

Extend Lync toast, by displaying additional relevant information about the incoming caller, including location data, maps, and directory and CRM lookups.

Integrate mobile device presence with Lync. See when a mobile contact is busy on the phone. Extend the devices that can provide presence data.

Enhanced call handling and Manager/Admin functions allows users to Pick up other's calls, change settings for managers, BusyOnBusy options to avoid interruptions and Hotkey call handling.

Provide Manager/Admins and Team members with rich Presence information and 1 click calling, pickup and transferring to improve efficiency and productivity.

Enhance communications productivity, with features like call pickup, busy on busy, manager assistance, black and white lists, offline instant message, and expanded presence alerts.

Implement communications barriers between groups or partners. Block or mask usage of certain words.

Ensure rapid response to critical events with fully automated emergency callouts, escalation chains and application-to-person notifications, real-time delivery tracking, acknowledgements and status replies.

Leverage existing course context and structure for the simple creation and management of online meetings within the Desire2Learn Learning Environment.

Make Lync calls to a client and automatically log information including time, person called, and notes into CRM without having to open the CRM application.

Immediately bring IM window into focus on message receipt. Automatically reply to IM's. And dial highlighted numbers with a hot key with this suite.

Manage, promote, and deliver events and training with Lync. Broadcast to large audiences, collect registration fees, add pass/fail grading for participants, and much more.

Use video door phones in combination with Lync. Identify the person at the door, interact with them, and unlock a door.

Integrate incompatible phone devices fully into Lync. They then act like any other registered phone.

Synchronize presence information from Lync to SAP BCM Contact Center. Give customer service and switchboard agents better employee presence information for greater efficiency and reachability.

Automate business processes with a plug-in interface for workflow controls, documents review, workflow rendering; all of that with the same experience as sending instant messages.

Offer guest access to hotel services and information anytime, anywhere, wakeup call, DND, valet, and other requests with one click from an IP phone or mobile.

Allow visitors to serve themselves with a touch-screen in a lobby or entrance. Selecting the appropriate option places a call to the desired person.

Increase productivity with a powerful LED light that shows Lync presence status in the office. Choose from 8 different ringtones for incoming calls.

Handle Lync calls with a single click.

Streamline cloud hosting of Lync along with Exchange, Sharepoint, CRM, BlackBerry, Hyper V, and Web Hosting with this control panel.

Brings remote locations closer by providing an on-demand "portal" window between offices. Kinect integration allows calls to be started using gestures, rather than touch.

Allow the management of communication routes for Lync real-time communications services. Manage security of information exchange, avoiding improper use, and improving effectiveness of real-time collaboration.

Allow people with visual challenges to use Lync services with particular attention to voice.

See location, address, previous activities, opportunity, and company data about the person you're communicating with. Update tasks and activities during the conversation.

Enable remote workers to more efficiently learn and collaborate in an always-on, socially immersive 3D environment.

Manage inbound communications to enhance relations and call experience with customers. Integrate into existing Information Systems and applications with caller identification, and call distribution.

Quickly and easily integrate Lync into any existing Windows applications and support for .NET, RT, and Web. Ideally suited for kiosks in helpdesk scenarios.

Page audible messages to Lync Clients and zoned overhead paging systems anywhere in the enterprise.  Audible messages may be delivered on demand or on schedule.

Saab SAFE

Bring situational awareness with complete integrated communication, resource management to mission critical operations. It includes automatic dispatch and incident management.

Collect and process call records to support enterprise business decisions regarding security accountability and productivity.

Interface between different SIP endpoints, acting and reacting like a port, with address information security support, routing and call handling.

Automate facilities management with Lync, including license plate recognition, real-time inventory tracking, and customer services for drivers at the gate.

Provide a scalable web services platform for communications, integrated with virtually any modality. Support hybrid cloud and on-premise architectures.

Securely identify, welcome, and connect visitors via a touchscreen kiosk. Offer a consistent and professional experience to visitors.

Enable many alerting and call pickup use cases. Improve responsiveness by efficiently connecting callers to available resources.

Support various types of call transfers, and distribution models. Blacklist unwanted callers. Add flexibility to voicemail. Develop and deliver complex IVR flows with this complementary suite.

Serve guests anywhere via touch kiosks fitted with cameras and microphones by connecting them with your specialists who are using Lync to provide audio/video consultations.

Conduct video conferences on Lync through a single device that can be controlled using your voice commands, hand gestures, mouse, keyboard, and touch enabled screens.

Show planning information, request grades / timetables for students and teachers, get sales data from your CRM/ERP all with Lync.