Provider of hosted contact center solutions, Telax released a new version of its Telax Call Center Agent (CCA), saying it comes with significant changes to the software, including integration with Microsoft Lync and a redesign of the user interface.
Integration with Lync is a major upgrade for Telax’s Call Center Agent. An enterprise-ready unified communications platform, Microsoft Lync enables users to track their contacts’ availability, send an IM, start or join an audio, video or web conference, and make phone calls – all through a consistent, familiar interface.
“With collaboration programs such as Lync becoming more and more popular, we wanted to be sure that our customers are ready to leverage this trend within their contact center,” said Mario Perez, president of Telax.
Providing agents the experience of a free call center, the new version 10.2 now supports single sign on (SSO). It also identifies Lync users’ presence and delivers advanced IVR, ACD and reporting capabilities to Microsoft’s flagship communication product.
10.2 also features audible alerts for chat sessions, so agents are immediately aware of an incoming message.
The new release is similar to the free call center, which empowers organizations to easily support structured, automated outbound right party contact to ensure they measure up to increasing demands for customers and continuously stay in touch.
Since the latest version integrates with Lync, the focus is more on chat sessions, allowing agents to interact with other employees, customers and partners in a quick and efficient manner.
Like the free call center, it saves time and resources for both customers and employees.
Additional new features include the Click-To-Dial add-on, which provides agents the option to dial a number directly from an Internet Explorer window. Calls are placed, reported and recorded as any other outbound call would be, according to company officials, eliminating the need to input the numbers manually.
Earlier this January, Telax announced the launch of HTML5 software for Mac OS contact centers.