Organizations that use ComputerTalk ice as their contact center solution will now be able to handle inbound voice and instant messaging conversations from the Skype network. Customers will be able to contact these organizations via a “click-to-call using Skype” option on their websites, custom apps, or social media profiles. In addition, customers can also be provided with contact center Presence information.
Skype and ice integration can reduce toll free costs for a contact center, since Skype utilizes the Internet rather than the public telephone network. And it provides customers the option of using the same platform for communicating with customer care organizations as they may already be using with family and friends.
“People are moving away from the PSTN network as their main method of communication. For many people, calling into support lines is the last option they choose. Many prefer using instant messaging. Microsoft’s Skype connectivity has enabled us to deliver a platform that allows customers to reach customer support representatives, using the communication method they prefer – be it voice or instant messaging,” said Chris Bardon, Chief Software Architect at ComputerTalk.
Because ice is architected to be truly native to Lync, ComputerTalk is able to seamlessly deliver Skype calls directly to customers. All ice users today have the ability to do inbound calling, inbound instant messaging, and click-to-call contact from websites and Skype contact lists.
To learn more about Skype integration with your Lync contact center, visit http://www.computer-talk.com/en/solutions/skype and request a demo.