26 November 2015

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

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

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.