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New White Paper: Moving Your Contact Center to the Microsoft Cloud

Skype for BusihnesSOFTEL has released a new white paper Guidelines for Migrating Contact Centers to the Cloud with Office365 and Skype for Business with Advanced Functionality. Moving enterprise voice and contact center operations to the cloud may seem daunting, with so many channels, applications and technologies to contend with. Using Microsoft’s Skype Operations Framework (SOF) methodology, contact center functions and elements can be migrated in a phased approach. People, processes, operations and technologies are defined, assessed, migrated, delivered, enabled and supported through a stringent series of phases and gates, ensuring nothing is left to chance.

The enhanced functionality of O365 and Skype for Business ensures that all the channels of interaction for a modern contact center are provided through intuitive, user-orientated interfaces and technologies. SOFTEL have created a white paper, specifically for contact center enterprises, covering all of the major aspects of unified communications and customer relationship management within the Microsoft Cloud;

Skype for Business and Contact Center Functions

  • Teleworking/Remote
  • Administration Console
  • Reporting – Real-Time, Historical
  • Routing Designer UI • Skills-Based Routing, Priority-Based Routing
  • Auto-Attendant Capabilities
  • Federated/Cloud Deployments
  • O365/Office Integrations
  • Web, Mobile and Desktop-based UI
  • O365 Enterprise Secure Integration (AD), including Outlook Contacts and Corporate Directory Lists
  • Voice, Video, Chat as Standard
  • Internal and External Conferencing and Presentation Capabilities
  • Connection and Interaction Status
  • Teleworking/Remote
  • Administration Console
  • Reporting – Real-Time & Historical
  • Routing Designer UI
  • Skills-Based Routing, Priority-Based Routing
  • Auto-Attendant Capabilities
  • Federated/Cloud Deployments
  • O365/Office Integrations

From business requirements through to solution delivery and quality controls,

Get your copy of  the White Paper here.