Unified Communication for Contact Center – Integration to Microsoft Office Communication Server
By combining the features of the Office Communicator Client and the Interaction Client, you give employees a single interface from which to communicate to everyone throughout the enterprise, both contact center agents and knowledge experts – regardless of which user interface they are using. This improves employee communication and dramatically increases first call resolution rates increasing customer satisfaction and retention.
But what about presence?
We’ve got that covered - user statuses are synchronized in real-time between both solutions. Combine that along with a common company directory in the Interaction Client and users can now locate co-workers instantly, regardless of the user interface. Shared users can even leverage an integrated Office Communicator Contacts list in the Interaction Client to initiate chats and launch OCS instant messages and video calls.
- Initiate calls to Office Communicator users
- Initiate IM sessions to Office Communicator users
- View real-time status of Office Communicator users
- Add a personal Office Communicator contact list as a Directory tab in the Interaction Client Initiate video calls to Office Communicator users
- View the real-time status of Interactive Intelligence users who also are Office Communicator users
- Initiate calls to Interactive Intelligence users by clicking on the Interactive Intelligence user in their buddy list