Mino – The UC Guy

Microsoft Unified Communications Blog

Office Communications Server and the Contact Center

Posted by Mino on March 4, 2009

Any Post starting with this disclaimer means that this post was not written by me however I have liked it and added to my blog. I will also include the link to the original or Similar post to provide credit to the original author.

https://blogs.pointbridge.com/Blogs/mcgillen_matt/Pages/Post.aspx?_ID=58

One of the best places to add value to an organization is in the way contacts with customers or partners is handled. For many – this is the call center / contact center. This is how sales are made, support tickets are resolved, new customers are discovered, current customers are retained

Also we as LINK Development were able to integrate these new Contact center features with Microsoft CRM server to provide end to end Helpdesk Contact center solution on the Call handeling and on the Backend activity system.

crm11

 

crm21

There are several new features that can be used for call routing. I thought I’d build a matrix to keep it straight:

R2 Feature Description Ease to Deploy Admin Control Deployment Options
Call Delegates Have an admin answer calls for you, or multiple people Very Easy End User Controlled Built in to OCS R2 client – point and click interface
Team Call Have calls ring a group of users simultaneously Very Easy End User Controlled Built in to OCS R2 client – point and click interface
Basic Hunt Group Ring a group of users in various methods: longest available, circular, serial, round-robin etc. Easy OCS Admin can delegate mgmt. to any user Configured in OCS console, managed via web interface
Enhanced Hunt Group Same as above, but with Welcome Message & Open/Closed Hours Easy OCS Admin can delegate mgmt. to any user Configured in OCS console, managed via web interface
Response Groups Call queueing, music on hold, text-to-speech, speech recognition, open/closed hours Medium OCS Admin can delegate mgmt. to any user Configured in OCS console, managed via web interface
IVR / Speech applications   Somewhat Complex OCS Admin Using the UCMA 2.0 SDK, write “drag-and-drop” Windows Workflow applications / .Net applications
Enterprise Contact Center Functionality Write your own contact center workflows Complex OCS Admin Using the UCMA 2.0 SDK, write “drag-and-drop” Windows Workflow applications / .Net applications

 

IVR / Contact Center Applications with the UCMA 2.0 SDK

This is by far the most exciting feature of OCS R2. MS is giving away the toolkit (the Unified Communications Mangaed API aka UCMA SDK) to write your own IVR apps and contact center apps: anyone with an IM client can be an “agent”! No additional licensing necessary. This is going to change the way people do contact centers.

Advertisements

One Response to “Office Communications Server and the Contact Center”

  1. Os dejo un link de una revista digital bastante interesante que trata de la Atención al cliente y contact center.
    http://www.businesscontactcenters.com

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

 
%d bloggers like this: