26 November 2015

Do you know what it means to be Skype for Business native?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

Do you know what it means to be Skype for Business native?

More organizations are starting to use additional functionalities of Skype for Business. They are not only using it for only IM and Presence, but also for conferencing and telephony.

As organizations are switching to Skype for Business, they are looking for contact center applications that work seamlessly in this new environment. Organizations can choose to use a native or non-native Skype for Business contact center application to deliver customer service.

Native Skype for Business Contact Centers

Native Skype for Business contact centers are native Unified Communications Managed API (UCMA) applications built within the architecture of a Skype for Business server environment. They use certificates to prove their identity to the Skype for Business server as a trusted application. In other words, native Skype for Business contact centers are trusted applications that can directly control the Skype for Business server and provide value-adding contact center services, such as Interactive Voice Response (IVR), automatic call distribution (ACD), call recording, etc.

Native contact centers can use the same SIP trunks, gateways, server pools, database clusters, and redundancy that were built to run Skype for Business. Organizations can manage their Skype for Business and contact center infrastructure from the same location.

Native contact centers leverage Skype for Business capabilities such as call routing, media handling, conferencing, and presence. They can also take advantage of multiple sites configured in Skype for Business with least cost routing. As Microsoft rolls out new functionalities, native applications are able to immediately take advantage of them.

Non-Native Skype for Business Contact Centers

Non-native contact centers require an additional telephony infrastructure to deliver media-handling capabilities. They integrate with Skype for Business to allow call and presence information to be passed from one system to the other.

Non-native contact centers need to route calls outside of the Skype for Business infrastructure, into their own systems, and then route them back into the Skype for Business infrastructure to provide these functionalities. This adds complexity to the system and also an additional security component to consider.

Contact us to learn more about Skype for Business native contact centers and how they can benefit your organization.

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About the Author

Nicole Robinson