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Microsoft Lync 2010 In the Contact Center

Current Landscape. Native UCMA Lync Contact CentersMajor 3rd PartyCurrent/Former PBX OEMOther Players. Native UCMA. Calls 100% stay in LyncDuring the Wave 14 beta, one of the example code base was a full" contact center to demonstrate new UCMA features, now available on MSDN Clarity Connect

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Microsoft Lync 2010 In the Contact Center

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    1. Microsoft Lync 2010 In the Contact Center Thomas Kisner DFW Unified Communications Users Group April 26th, 2012

    2. Current Landscape Native UCMA Lync Contact Centers Major 3rd Party Current/Former PBX OEM Other Players

    3. Native UCMA Calls 100% stay in Lync During the Wave 14 beta, one of the example code base was a “full” contact center to demonstrate new UCMA features, now available on MSDN Clarity Connect was the first UCMA based CC, originally only hosted now on-prem

    4. Native UCMA – Speech Server Speech server was originally released in 2004 and the functionality rolled into OCS 2007 Some products based on Speech Server updated to support Lync Gold Systems Vonetix 7

    5. Major 3rd Party - Aspect Longtime Call Center Player, founded in 1973 ( http://www.aspect.com/ ) In 2008, Microsoft purchased a Minority Equity stake in Aspect Existing Platform (Unified IP) was connected to OCS/Lync and SharePoint (skills based routing) Aspect Contact new <100 seat version

    6. Major 3rd Party - Genesys Alcatel-Lucent has sold off Genesys Works with “Everyone” stand alone model Announced Lync Integration for Q2 at Enterprise Connect Big system focus similar to Aspect http://www.genesyslab.com/

    7. Major 3rd Party – Interactive Intelligence Have had longtime OCS/Lync Support IM / Calling experience similar to “federated” experience, but has many Microsoft Integrations http://www.inin.com/ProductSolutions/Pages/MS-Integrations.aspx

    8. PBX Vendor OEMS Zeacom (NEC OEM) – Calls live in Zeacom CC, trusted connection Up to 400 seats http://www.zeacom.com/nz-parent-menu-solutions/partner-platforms/microsoft

    9. PBX OEMS prairieFyre (Mitel OEM) Extended Lync Client is the Agent Client Native UCMA based http://www.prairiefyre.com/products/contact-center/microsoft-lync-server/overview/summary/

    10. Other Players Many Platform Independent that can function with an SIP/TDM Gateway (NET/Audiocodes/Dialogic) Unofficial List by TechNet Blogger – http://blogs.technet.com/b/cs2010/archive/2012/02/24/attendant-and-contact-center-applications-for-lync-ocs.aspx

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