This is a big topic for any business looking at the cloud when deploying Microsoft Lync and looking for the best way to support their contact center. These days, if you don't have a contact center, there's no excuse not to, as the cloud makes it feasible for any size of operation. If you don't know why having a contact center is essential, drop me a line - that's a whole other topic.
Let's stick to the program - you're going with Lync for UC, and now you have to decide how best to integrate the contact center with this new regime. Since Lync is becoming so popular, there's a lot of interest here, and that's exactly what UCStrategies focuses on.
As you likely know, I'm a UC Expert, and was engaged to write my analysis about this on behalf of Interactive Intelligence, who has recently partnered with UCStrategies for some thought leadership. Being a sponsored post, you should still take it at face value, as my focus is on the issues and challenges facing all businesses in this situation. My conclusion does touch on the virtues of what Interactive Intelligence brings to the table, and I'll leave that for you to decide.
More importantly, I've tried to present an industry-based perspective on what to consider when making this particular decision. The article has been posted now to the portal, and I can think of a few parties other than myself who will be quite keen to hear your thoughts. I hope you can give it a read, and after that, the floor is yours.
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