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prairieFyre Software Announces the Release of prairieFyre Contact Center for Microsoft Lync
OTTAWA–(BUSINESS WIRE)– prairieFyre Software today announced the release of the prairieFyre Contact Center for Microsoft© Lync™, a modular software suite that provides sophisticated multi-channel contact center functionality for the Lync unified communications (UC) platform. Developed on the Voice-over-IP and UC architecture of Microsoft Lync Server 2010, prairieFyre Contact Center is ideal for those organizations that wish to leverage the advanced enterprise voice features of the UC platform and require a comprehensive contact center solution.
Microsoft Corp.’s UC applications enable real-time collaboration and information flows by combining presence-aware telephony, conferencing, messaging, and mobility functionality in an easy-to-use Microsoft Lync 2010 interface. The prairieFyre Contact Center takes advantage of these capabilities and combines them with a full-featured Automatic Call Distributor (ACD), enabling agents to provide superior customer service through instant access to key subject matter experts, support teams, and business intelligence across the enterprise.
“prairieFyre expects Lync to be a major factor in transforming the enterprise voice market. Our Contact Center, with integration to Microsoft Exchange Server, Active Directory and Lync Server 2010, provides an advanced, scalable solution without the need for proprietary infrastructure. Customers will appreciate its ease of installation, short learning curve and quality of management utilities,” said Malcolm Teasdale, Executive Vice President, prairieFyre Software.
prairieFyre Ignite combines an ACD soft phone, enterprise presence and real-time contact center information in a familiar Lync 2010-based client. From Ignite, agents can login to queues and control their availability with user-defined reason codes. Agent states are fully synchronized with the enterprise presence capability of Lync Server 2010. prairieFyre Ignite also supports the headsets and desktop sets “optimized for” Lync. prairieFyre Contact Center automates management reporting, forecasting and scheduling allowing supervisors to focus on their Key Performance Indicators and continually improve operational effectiveness. Reports can be run on-demand or scheduled to be automatically generated and emailed at specific times. Supervisors can chose from 120 report templates or use the Flexible Reporting module to create their own custom reports. Powerful Forecasting and Scheduling modules allow supervisors to create and publish agent shift schedules and ensure service levels are met through real-time adherence alarms. All reports and schedules are rendered from the Microsoft SQL Server database in preformatted Microsoft Excel or Adobe® PDF formats. The suite is designed to work on a single Microsoft server platform with Windows 7 on the user desktop.
“The prairieFyre Contact Center for Lync 2010 represents a departure from traditional contact center solutions,” said Yancey Smith, director of product management, Microsoft Lync. “It uses Microsoft applications such as Microsoft Outlook and Lync to help lower agent training costs, while existing customer investments in Exchange and Lync Server 2010 help reduce the need for specialized hardware.”
With its broad functionality and modular design, prairieFyre Contact Center for Microsoft Lync can be tailored to businesses of any size or industry in departmental, standalone, or geographically dispersed deployments.
The prairieFyre Contact Center for Microsoft Lync will be on display at prairieFyre’s booth, #1228, at Enterprise Connect in Orlando, Florida, February 28th to March 3rd 2011.
prairieFyre Software has deployed contact center solutions to over 8,000 customers in over 70 countries worldwide. They have leveraged this experience to create an affordable yet feature-rich solution that is ideal for enterprises looking for a contact center designed to work with Lync Server 2010.
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For more information or to schedule a demonstration, contact
Todd Simons, 613-599-0045 ext. 1197
Vice President, Business Development
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