Microsoft Integrations

Integration to Microsoft® Lync™
Unified communications for the contact center
Combine the features of the Lync 2010 User Interface and the Interaction Client. NET Edition in the Customer Interaction Center™ (CIC) software, and users communicate more effectively throughout the enterprise — contact center agents, enterprise knowledge experts and business users, everyone. And when they do, teamwork takes hold, customer issues are resolved more rapidly, and service improves.

What about presence?
When you integrate the Lync 2010 User Interface and the Interaction Client, user statuses are synchronized in real-time between both solutions. Along with a common company directory in the Interaction Client, users can locate co-workers instantly, regardless of the user interface. “Shared” users can also leverage an integrated Lync 2010 Contacts list in the Interaction Client to initiate chats and launch Lync 2010 instant messages and video calls.

Extend the reach of both solutions
For Interactive Intelligence users

• Initiate calls to Microsoft Lync 2010 users
• Initiate IM sessions to Lync 2010 users
• View the real-time status of Lync 2010 users
• Add a personal Lync 2010 Contacts list as a Directory tab in the Interaction Client
• Initiate video calls to Lync 2010 users

For Microsoft Lync 2010 users

• View the real-time status of Interactive Intelligence users who also are Lync 2010 users
• Initiate calls to Interactive Intelligence users by clicking on the Interactive Intelligence user in their buddy list

Next Steps

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Microsoft Integrations with the IC Platform

Microsoft® Lync™ Server 2010
Give Lync 2010 users a single interface from which to call other users and originate conference calls between any Lync 2010 User Interface, Interaction Client, or external party. Users additionally have the ability to transfer, record and create conference calls on-demand.

Presence anyone? Synchronized status settings and a common company directory in the Interaction Client let users locate co-workers instantly. Shared users can even leverage an integrated Lync 2010 Contacts list in the Interaction Client to initiate chats and launch Lync 2010 instant messages and video calls.  Learn More.

Microsoft Dynamics® GP
Quickly match incoming callers to their account and automatically screen pop a Dynamics GP form to end users.

For call control, users can establish auto attendant call rule actions to affect an incoming call and present options such as pick up the call or send it to voice mail. Users can even record calls on-demand when needed right from the desktop. Learn More.

Microsoft Dynamics® CRM
Dynamics CRM users get complete voice capability from within their CRM application.

A pre integrated Client call control toolbar provides access to all the standard phone functions a user needs. (Pickup, Disconnect, Hold, Transfer, and more)

Plus customer account info can be screen-popped each time a call comes in to provide users with real-time information about the caller.

Additionally, out-of-the-box IVR applications for automated self service, allow caller to access information stored in Dynamics CRM and have it play back(text-to-speech) over the phone, with no expensive computer telephony integration (CTI) necessary.  Learn More.