prairieFyre Software, a Microsoft Gold Communications and Independent Software Vendor (ISV) Competency Partner developing unified communications and contact center solutions, is proud to announce the general availability of their Contact Center for Microsoft Lync Version 5.10.1.
prairieFyre’s award-winning Contact Center for Microsoft Lync is a modular software suite developed on the Voice-over-IP and UC architecture of Microsoft Lync Server 2010. It is ideal for small to medium sized contact centers looking to combine the advanced enterprise voice features of the Lync platform with Automatic Call Distributor (ACD) and management applications. At the core of the 5.10.1 release are a number of intelligent telephony features that enhance the customer experience with improved self-service, call handling, and quality assurance options.
Version 5.10.1 offers integral auto-attendant and dial out of queue capabilities providing callers with self-serve options to access information and direct their calls to the appropriate department or individual without going through a receptionist. Callers can also choose to dial out of a queue and leave a message instead of waiting to be answered by an agent. The new ANI and DNIS routing features enable Contact Center for Microsoft Lync to automatically route callers to specialized agents, extensions, and queues based on the caller’s phone number or dialed number. With the new Screen-Pop feature, this caller information can then be leveraged to automatically open the appropriate CRM record as the call is routed to the agent’s Lync 2010 client. To ensure business continuity, Version 5.10.1 also introduces a queue resiliency option that automatically routes calls to alternative endpoints in the event of a network failure or outage.
With the new ACD integration with the OAISYS® Talkument® voice documentation and Tracer quality monitoring software solutions, businesses can leverage advanced call recording functionality to better manage compliance requirements and promote superior customer service delivery. These new features allow contact centers to provide prompt and informed customer service, decrease call handling times, control operational costs, and increase customer loyalty.
“OAISYS is proud to have a long-standing partnership with prairieFyre Software, who has a strong history of delivering advanced contact center solutions,” said Brian Spencer, president of OAISYS. “Contact centers can now take advantage of our powerful compliance and quality management solutions while benefiting from prairieFyre Software’s advanced contact center solution in a pure Microsoft voice network.”
“Our new 5.10.1 release is evidence of the continued investment prairieFyre is making in our Contact Center for Lync roadmap.” said Chris Courneya, CEO, prairieFyre Software. “As businesses are increasingly considering Microsoft Lync 2010 as an enterprise voice solution, they are also looking for a compatible, feature-rich contact center solution. Built natively on the Lync call control and Lync desktop client, prairieFyre Contact Center for Microsoft Lync is an end-to-end Lync solution that can leverage its powerful Unified Communications capabilities for our clients’ contact center applications.”
prairieFyre will be showcasing its Contact Center for Microsoft Lync Version 5.10.1 release at Booth D80 at the upcoming ICMI Call Centre and Customer Management Expo taking place in London, England on October 2-3, 2012. In addition, prairieFyre will be exhibiting at ITEXPO West, at Booth 501J in the Microsoft Lync Solutions Pavilion, October 2-5, 2012. This year’s show takes place in Austin, Texas.