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Skype for Business and Contact Center

Microsoft’s Skype for Business (SFB) [formerly Lync] is gaining market share in the Unified Communication (UC) and collaboration space. A growing number of organizations even are using it for IP telephony. Since Microsoft doesn’t have a contact- center platform of its own, therefore, those that are standardizing on SFB for voice are confronted with the challenge of crafting a contact-center strategy that aligns with plans around SFB.

Contact-center vendors are taking a variety of approaches to integrating with SFB. Some leverage SFB for call routing and endpoints, while others simply federate their contact-center platforms with SFB. Some use SIP for integration, while others use Microsoft’s Unified Communications Managed API (UCMA) for more in-depth federation. Some vendors are prepared to support large, complex contact centers while others offer SFB integrated solutions that are more appropriate for smaller contact centers. IT leaders should consider all of these differentiating factors when designing their SFB contact-center strategy and selecting vendors.

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