Boost your communication center with a complete and advanced call taking and managing service.
Microsoft is definitely one of the most relevant actors in a market pushing companies and organizations to cloud systems. Its brand-new Intelligent Communication (aka Unified Communication) platform, Teams, is a clear example of this push and highlights the relevance of Microsoft, with high investments in terms of solution development, promotion and selling.
This new cloud-based platform will couple with the old (but still effective and reliable) one, Skype for Business, now designed to address on-prem installations mainly.
The on-premises installations are not to be considered any less relevant or strategically important in terms of business incomes. There are millions of users worldwide still using Skype for Business who are not planning to move to Teams any time soon, both for economic and for geographical reasons. For example, these may be small and medium-sized enterprises that have invested in Skype for Business, companies that are operating in poor network coverage areas or those needing to manage calls locally for internal or international reasons.
At the end of the day, both Skype for Business and Teams are extremely useful platforms which help customers boost their communications with efficient call, conferencing and sharing tools. In the case of call centre needs, such as advanced call taking, interactive voice response systems, call queueing and smart distribution, it is possible to integrate the two platforms with third party solutions like Mida LiteCallCenter (LCC).
Mida LiteCallCenter (LCC) is a light-weight, cost-effective, and yet complete solution providing the call queueing and forwarding mechanisms needed to set up a Call Center and manage incoming calls.
It allows forwarding calls to the desired operators or queue agents (even in case of multi-branch call centers), managing waiting time in a flexible manner, with customizable call treatments and voice prompts. Each queue can have its dedicated messages, working hours, timeouts, agents, overflows and routing algorithm (e.g. skill-based, round-robin, idle-time).
Administration of LCC is performed through an intuitive and web-based interface, without any need to install dedicated clients. Agents can receive incoming calls either using standard IP phones or using Mida Operator Console, a web-console providing basic (answer, hold/resume, transfer) and advanced (park, camp, consult transfer) call handling functions. On top of this, a dedicated Supervisor Console allows Call Center managers to get a complete, real-time view of the on-going activities and act upon queues and agents. Mida LCC and Operator Console require the presence of an SBC in order to interface with the MS environment (S4B or Teams).
The solutions are based on a single platform supporting all relevant communication technologies, thanks to its ‘umbrella approach’, while the extremely flexible architecture allows users to deploy it on-premises, in the cloud, or even in a hybrid environment. This means it ensures deep and complete compatibility even in case of migration from Skype for Business to Teams, without any need to opt for new products.
Contact Mida Solutions for more details.