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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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