Avaya Contact Center Solutions are designed to work alongside several Microsoft products to provide a better, easier-to-manage point of contact solution for businesses. As a multi-channel contact center solution that integrates email, instant messaging, and VOIP, it makes sense to extend that functionality to other popular digital communication platforms. The intent of Avaya integration within Microsoft products is to preserve how the Microsoft products work instead of trying to adjust those programs for Avaya. By integrating with Microsoft products like Skype and Outlook, Avaya is able to provide a cohesive call or contact center experience for your staff to better address customer and client needs.
Integration with Skype
Avaya supports integration with Skype for Business via an API. This enables Skype contact between customers and call center staff. This is important because it allows people to reach out to your business through additional platforms. In particular, Skype works well with allowing a conversation to shift between text, voice, and video communication on a wide range of compatible devices. Skype for Business Avaya integration extends this beneficial functionality to the call center platform.
There are further use case benefits to integrating Skype with Avaya. The Skype system can be used to easily create ad hoc conferences between multiple customers and support staff if the need should ever arise. Additionally, Avaya’s IVR and call recording features make it easier to keep track of and document Skype interactions. The integration benefits extend to both platforms. Avaya also supports integration with Microsoft Lync for similar functionality to Skype for businesses still using the platform: Microsoft replaced Lync with Skype for Business in 2014 as its flagship video conferencing product.
Integration with Outlook
Avaya can also augment Microsoft Outlook with integrated calling features. With Avaya, support staff can utilize “call-to-click” functionality with contacts in the Outlook platform, making it easier for call center employee to respond to an email-based contact with a phone call. Additionally, the integration supports “call-to-video” functionality in Outlook to allow support staff to reach out to customers through a video call. The real benefit to this integration is it eliminates the time needed for call center staff to switch programs when responding to contacts; it streamlines the response process across multiple channels and multiple modes of contact.
Avaya provides the backbone of an enterprise call center solution while being able to integrate with existing infrastructure to add functionality. It also uses integration to reduce costs for businesses by enabling you to use much of your existing hardware and conferencing technology. SmartIP can help your business address its call center needs with the Anvaya Hosted IPO solution. The cloud services solution can be scaled and adapted to fit the unique needs of a business.