Contact Center Solutions for Microsoft Skype for Business and Teams

Unlike traditional PBX-based contact center applications, the advanced presence capabilities of the Microsoft Skype for Business platform make it a natural choice for a contact center application. Real-time presence and availability of contact center agents is the cornerstone to the efficient routing and handling of customer interactions. Skype for Business extends enterprise presence from the contact center agent to the internal subject matter experts, departments, and even federated external contacts these agents rely on to deal with customer requests. At a glance, agents can use their Skype client to see who is available to assist in real-time and ensure customers are dealt with efficiently the first time they call.

For the informal contact center, Skype/Lync has the integral Response Groups functionality which can route voice calls based on serial, longest-idle, parallel, round robin, and Attendant routing methods. Response Groups are widely used for simple voice call center applications where managers do not require advanced reporting and analytics.

For contact centers with more advanced needs, such as routing for voice, SMS, web chat, email, social media and video; call recording; quality monitoring; and integration to business applications, Marchwood SI partners with industry leader Anywhere365 to offer our customers a range of comprehensive solutions that are natively integrated to Skype for Business and Teams with no other desktop client required. Regardless of the size and complexity of your contact center operation, Marchwood has a solution that is right for your business needs and budget.