Sprint is teaming with ComputerTalk to integrate robust contact center capabilities into Sprint Complete Collaboration with Microsoft Lync, enabling businesses to rely on Sprint as a one-stop shop to meet all of their UC needs.
ComputerTalk offers a native contact center solution called ice, which is an all-in-one, software only, cloud-based contact center built and integrated into the full Microsoft stack. Features include:
- Contact routing and distribution.
- Full Interactive Voice Response (IVR) designer.
- Call recording and historical reporting.
- Real-time monitoring and skills-based routing.
- Media-specific interactions.
- “UC Workflow” designer for building self-service and complex routing apps.
- Instant Messaging (IM), voice, email, Web chat and Twitter.
- Ability to route calls to any end point that Lync knows (e.g. mobile devices, landlines and common area Lync phones).
- Ability to route IM to public IM clients.
“Sprint is offering the first Microsoft universal communications suite with a native Lync contact center that offers enterprise grade capabilities,” said Mandle Cheung, chairman and CEO of ComputerTalk, in a statement. “This will allow Sprint customers to quickly and effectively move to a cloud-first, mobile-first, enterprise solution for communication and collaboration while enhancing the business customer experience."
Unlike competitive offers, Sprint’s approach is comprehensive with enhanced mobility and SIP Trunking integrated for every user. It also offers an end-to-end UC platform with a consistent experience across all collaboration tools, operating systems and end points.
Sprint Complete Collaboration is enabled by an all-IP network, which offers the reliability and quality needed for real-time collaborative applications. For road warriors, cloud-based UC offers a rich and flexible mobile experience. It also enhances BYOD programs with a seamless collaboration experience for tablets and mobile phones using multiple operating systems. Mobile employees can join meetings, check presence and availability, and use instant messaging while away from the office.
“Arming employees who have a wide variety of communication needs and workstyles with the right technology will unify them, promote stronger collaboration, and help businesses grow faster,” said Mike Fitz, vice president for enterprise commercialization, Sprint, in a statement. “Enhancing Sprint Complete Collaboration with contact center features enables businesses to provide a consistent UC solution for all employees while adding capabilities for certain work groups, like the unique tools needed to directly support customers. Businesses can rely on Sprint as a one-stop shop for this integrated solution that will easily scale and adapt to their business needs.”