This article was originally published on TechTarget
Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option.
Microsoft Lync, renamed Skype for Business, and soon to be swallowed up by the Microsoft Teams collaboration tool, is a voice over internet protocol (VoIP) messaging and telecommunications platform that enables networked individuals to chat, video conference and share control of their computer. The platform integrates seamlessly with Microsoft Outlook and has the capacity to replace a private branch exchange (PBX) system.
Developers gain additional functionality by leveraging Microsoft's Unified Communications Managed API to create conversational AI-powered chatbots. These algorithmically based response bots can appear as contacts in a user's contact lists and can be used as notification applications, search agents or any other business automation process.
Although the benefit of managing your company's entire communication system in house with Microsoft Teams collaboration -- and offering agents the freedom to work from home when circumstances dictate -- can be alluring, consider the impact this additional responsibility can have on your IT department.
Even the most adept team can struggle with meeting the demands of near-perfect uptime. Internal service-level agreements can rapidly turn fire drills into firestorms -- so the capacity to integrate, manage and support a fully integrated system needs to be thoroughly reviewed alongside your IT department before considering a fundamental change in operations.
Even so, many call center operations are making this switch and finding there are more pros than cons to VoIP options, such as the Microsoft Teams collaboration tools. Whether Microsoft's flavor fits your company is up to you.
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