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prairieFyre Brings the Power of Microsoft Lync and ACD Software to Contact Centers

By Rajani Baburajan, TMCnet Contributor

Combining the best features of Microsoft (News - Alert) Lync and Automatic Call Distributor (ACD) software, prairieFyre Software has unveiled the general availability of its Contact Center for Microsoft Lync Version 5.10.1 designed for small to medium sized contact centers.

prairieFyre Software is a Microsoft Gold Communications and Independent Software Vendor (ISV) Competency Partner offering unified communications and contact center solutions. The new contact center solution is developed on the Voice-over-IP and UC architecture of Microsoft Lync Server 2010.

The Lync platform with ACD software and management applications features a number of intelligent telephony features such as auto attendant that enhance the customer experience with improved self-service, call handling, and quality assurance options.

prairieFyre has also integrated ACD with OAISYS (News - Alert) Talkument voice documentation and Tracer quality monitoring software solutions, allowing businesses to leverage advanced call recording functionality to better manage compliance requirements and promote superior customer service delivery.

“Contact centers can now take advantage of our powerful compliance and quality management solutions while benefiting from prairieFyre Software’s advanced contact center solution in a pure Microsoft voice network,” said Brian Spencer (News - Alert), president of OAISYS, in a statement.

The contact center solution allows dial out of queue capabilities providing callers with self-serve options to access information and direct their calls to the appropriate department or individual without going through a receptionist.

The new ANI and DNIS routing features enable Contact Center for Microsoft Lync to automatically route callers to specialized agents, extensions, and queues based on the caller’s phone number or dialed number. This caller information can be used to open the appropriate CRM record as the call is routed to the agent’s Lync 2010 client.

Version 5.10.1 also introduces a queue resiliency option that automatically routes calls to alternative endpoints in the event of a network failure or outage.

These new features allow contact centers to provide prompt and informed customer service, decrease call handling times, control operational costs, and increase customer loyalty.

“Our new 5.10.1 release is evidence of the continued investment prairieFyre is making in our Contact Center for Lync roadmap,” said Chris Courneya, CEO, prairieFyre Software. “As businesses are increasingly considering Microsoft Lync 2010 as an enterprise voice solution, they are also looking for a compatible, feature-rich contact center solution.”

“Built natively on the Lync call control and Lync desktop client, prairieFyre Contact Center for Microsoft Lync is an end-to-end Lync solution that can leverage its powerful Unified Communications (News - Alert) capabilities for our clients’ contact center applications,” Courneya added.