The attention buzzing around Microsoft Lync has turned the heads of those seeking to implement a more unified contact center approach to their customer service. While this platform appears to offer everything you need to streamline your call center operations, is it the right move for your company? To answer this question, you need to first understand the difference between Microsoft Lync and other call center software, as well as the pros and cons to making this migration for your own agents.

What is Microsoft Lync?

Microsoft Lync is a media server that offers customers complete presence, conferencing, instant messaging and enterprise voice capabilities. All of these features are delivered on a single, easy-to-use interface that is consistent across all browsers, PCs and mobile devices. The single and consistent management infrastructure is considered ideal in the call center environment as it helps to increase availability and keep information and integration consistent across all platforms. Interoperability with existing systems is assured to deliver the unified experience.

Is Microsoft Lync a Call Center?

This platform alone is not a call center. Instead, Microsoft Lync is designed to enable the optimal call center experience. Companies like Aspect, prairieFyre and Clarity Connect offer the call center features necessary to turn Microsoft Lync into a powerful call center platform. These providers develop their solutions on the Microsoft Lync foundation, leveraging the benefits of the unified approach with full-featured call center capabilities, including an Automatic Call Distributor (ACD), skills-based routing and other call center management applications to ensure agents have the tools at their fingertips necessary to support the customer base. Agents are also provided instant access to support teams, a key knowledgebase, and business intelligence.

The Benefits to the Microsoft Lync Call Center

Microsoft Lync offers the benefits of any Microsoft platform in that it easily integrates into nearly every environment. Those companies already relying on Microsoft applications will enjoy the familiar interface and easy commands. The unified approach to communications can extend the functionality of the ACD and other call center applications in that availability is readily supported, as well as clear visibility across the agent base. The Microsoft Lync foundation also enables cost reduction within the call center as it allows for VoIP connections. Increased security bandwidth management, access to all UC-enabled services from all phones and innovative speech technologies provide a powerful platform for the call center environment.

The Downside to Microsoft Lync Call Center

While this platform is promoted as the perfect foundation to the call center, it does offer its own challenges. First, it hasn’t been available long enough to truly be tested in the call center market and Microsoft needs to work out its kinks before you totally implement a new platform. Second, you must implement call center features and capabilities from another provider when you leverage Microsoft Lync, which could introduce complexities when the solution is an integration between two brands.

There is a phased transition method you can deploy if you are seeking to implement the Microsoft Lync call center that will allow you to protect your current PBX investments if you’re not ready for the all-IP migration. The benefits of the unified approach in Microsoft Lync do present a powerful value proposition, if you can overcome initial challenges.