News
Interoute Launches Contact Centre for its Cloud Hosted Skype for Business and Lync Services
December 2015 by Marc Jacob
Interoute has announced the launch of its cloud hosted Contact Centre add-on for Hosted Microsoft Skype for Business (SfB) and Microsoft Lync. Interoute Hosted Contact Centre helps companies enhance their call or contact centre services by leveraging the features of the popular Microsoft enterprise collaboration suite using Interoute’s global and private networked cloud.
Interoute’s solution offers organisations with remote and office based users secure access to:
– Microsoft Certified SIP trunking with global telephony routing and call recording
– natively integrated extension to SfB and Lync with simple per agent pricing
– the Lync/SfB presence mechanism to instantly see if a relevant in-house expert is online and available
– IM routing for chat support with the ability to mix and move between chat and voice sessions
– standardised call flows to meet typical customer requirements, easily adapted to any scenario
Interoute’s Contact Centre capability can be deployed with Hosted SfB and/or Lync services with global telephone access numbers in a matter of weeks using Interoute Virtual Data Centre (VDC), a global networked cloud platform. Interoute VDC offers 14 locations across Europe, Asia and the USA, giving customers much greater choice over the location of their communications service. The ability to choose hosting locations closer to users can reduce latency and help meet any local data sovereignty requirements. In addition, as a fully cloud hosted service, Interoute’s solution requires no on-site management, lessening the burden on the IT team, as well as being highly price competitive.
A recent Gartner report1 on UCaaS delivery market trends stated: “In 2015, the UCaaS market is witnessing the introduction of a more agile, potentially lower-cost, UCaaS infrastructure, based on the IaaS model.” The report goes on to name Interoute as an example provider of cloud-based Skype for Business Server, that can deliver with SIP trunks, telephone numbers, and connectivity supporting QoS for real time applications such as voice.
Interoute was named a visionary in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide, 20152.
Notes
1 “Market Trends: Five Key Trends in the Shifting UCaaS Delivery Landscape”, Daniel O’Connell & Bern Elliot, Gartner, 28 October 2015. Link.
2 “Magic Quadrant for Unified Communications as a Service, Worldwide”, Daniel O’Connell & Bern Elliot, Gartner, 03 September 2015.
