1 25 YEARS Embedded ISV Qualified Contact Center for Microsoft Lync All-in-One. Software Only. Social Media. Communications Partner of the Year #Lync
2 Communications Partner of the Year
3 ComputerTalk s Contact Center With Microsoft Lync Embedded Embedded ISV Qualified Key Differentiators ComputerTalk s Contact Center is a Lync qualified all-in-one contact center that runs as a native part of the Lync topology. It enables organizations to bring Lync unified communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise. The market offers several Microsoft Lync contact center products, each claiming to deliver a solution that leverages Lync. goes beyond simply leveraging Lync to being fully embedded. What is special about being Lync embedded? runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by. If you have multiple sites configured in Lync with least cost routing, takes advantage of that. ACD & Speech IVR Quality Monitoring Call Recording Social Media Caller Surveys Management Webchat & Instant Messaging Native CTI & CRM Screenpops Cloud applications use Lync features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display. ComputerTalk s PCI (Payment Card Industry) standard compliant UC Contact Center cloud, offers unparalleled security for credit card information processing.
4 What about? is an all-in-one product and is the only contact center for Lync that offers a wide range of features without third party offerings. features include contact routing and distribution, a full IVR designer, call recording, historical reporting, real-time monitoring, skills-based routing, and media-specific interactions. The UC Workflow designer is an easy-to-use, Visio-like graphical editor for building self-serv and complex routing applications utilizing IM, vo, , web-chat, Twitter, and Skype (native in Lync 2013, via gateway in Lync 2010). These functionalities can now be delivered to all Lync users, beyond contact center agents. In addition, can route calls to any endpoint that Lync knows about, for example cellphones, landlines, and common area Lync phones. You can also route IM to public IM clients. is software only, runs on commodity hardware, and can be deployed in any physical or virtual machine environment, be it on premise, or in a dedicated or multi-tenant cloud. ComputerTalk is a major serv provider of contact center and Lync in a PCI compliant cloud. ComputerTalk won the 2012 Microsoft Canada Communication IMPACT award. All-In-One Platform Flexibility On-Premise or Cloud Lync ISV Qualified Product Software Only. No Specialized Hardware Required Native Text To Speech and Speech Recognition Skill-Based Routing Built-in IVR with DB access Real-Time Analytics and Historical Reporting Tools Twitter Queuing Same Experience For Local and Remote Agents Call Recording Custom CEBP and Lync Applications
5 VIDEO VOICE CALL SKYPE Communicate across all media channels INSTANT MESSAGE WEB CHAT TWITTER FACEBOOK How is Contact Center for Lync different from other offerings? Software only. Contact Center for Lync can be virtualized and does not need expensive specialized hardware. Rich in Features. is the most feature rich and mature contact center that is truly embedded into Lync. Native UCMA. runs entirely as a native UCMA application. Built-in IVR and call recording. has home grown, built-in call recording and IVR while other solutions use third party, proprietary, or non-lync media components that require additional support and investments into integrated the solution. Communicate across all media channels. lets you communicates through vo, video, and IM, as well as , web chat, Twitter, Facebook and Skype. Web chat. extends Lync IM to enable web chat from customer web sites. Call routing managed by Lync., as part of the Lync ecosystem, keeps contact routing within Lync. Out-of-the-box Lync. runs on out-of-the box Lync clients, no modifications necessary. Integration with Microsoft. integrates with Microsoft Lync, Off, Exchange, SharePoint, Dynamics CRM, and Skype. Social media queuing. monitors Twitter keywords and Facebook and provides your users with the ability to respond back. Communication Enabled Business Process. Design your own CEBP applications. Use the UC Workflow Designer to create automated processes for your contact center and the rest of your enterprise.
6 Agent toolbar synchronized with out of the box Lync, mobile Lync on phone and desktop Lync phone. Agent toolbar Use out of the box Lync Mobile bl Lync App UC IVR application Workfl ow designer UC Workflow Designer. A drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. It enables you to create custom applications that support industryspecific business requirements and to integrate your collaboration and communication tools onto one platform.
7 About ComputerTalk. ComputerTalk is a Microsoft Gold UC vo specialist with over 25 years of experience in providing speech-based IVR, unified communications, and contact center solutions to hundreds of enterprises worldwide. We are Microsoft IMPACT Award winners for Communications Partner of the Year for our Microsoft Lync ISV qualified contact center solution. As Canada s leading contact center provider, we deliver skill-based routing, real-time monitoring, detailed analytics, in-depth reporting, and other features to the public and private sectors. ComputerTalk s solutions have been deployed in the government, commercial, financial, healthcare, utility and transportation sectors. Call us at or computer-talk.com To learn more about Workflow Designer, request a demo or visit our youtube channel: youtube.com/computertalk
8 #Lync 25 YEARS Embedded ISV Qualified Communications Partner of the Year Follow us on: Lync Tech Blog: Website: v
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