“With the new Lync 2010 platform, prairieFyre’s Contact Center accelerates ROI by leveraging existing investments in Exchange, Lync Server and Office. As a result, agents benefit from reducedtraining costs, a higher level of performance and ultimately, increased customer satisfaction. As a technology solutions provider committed to the efficiency of CEBP-enabled applications, we are pleased to recommend the value of prairieFyre in streamlining communications and enabling better business processes.”

Khai Tran, CEO, Convergent

The prairieFyre Contact Center for Microsoft Lync solution brings sophisticated functionality to contact centers with 10 to 250 agents. Small to midsize businesses get a broad feature set without the complexity and high costs that are typical of a large-company deployment. While other solutions are stand-alone, prairieFyre Contact Center is built on top of Microsoft Lync Server 2010.

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published October 2010


Business Needs

Customers are the lifeblood of any business. To retain customerloyalty, companies need to consistently deliver the high level of service that customers expect—day in and day out. Executives, contact center supervisors, and IT professionalsat small to midsize businesses want a highly sophisticated contact center solution.

Solution

TheprairieFyre Contact Center for Microsoft Lync solution offers web-based modules that deliver rich functionality to support the diverse needs of agents and supervisors—whether they are on-site or remote. Features include the following:

  • Automated Call Distribution (ACD) for Microsoft Lync Server 2010 voice calls
  • Microsoft Lync 2010 agent desktop client with integrated ACD softphone and full enterprise presence
  • Supervisor and agent real-timedisplays of contact center performance
  • Supervisor control of agents and queues
  • Online collaboration between supervisors and agents
  • Database administration and synchronization
  • Data mining and precise forecasting using “what-if” scenarios
  • Historical reporting andmore than 100 report templates
  • Customizable, flexible reporting options

A full-service company, prairieFyre offers educational courses to system engineers, system administrators, technicians, agents, and supervisors.Italso provides a variety of professional services to contact center customers.

Benefits

The prairieFyre Contact Center for Microsoft Lync solution is for the small to midsize business that knows the value of satisfied customers—impeccable brand reputation and solid business growth.

Provides Modular Functionality

The modular design offers affordable adaptability to a varietyof productivity and business process automation applications. Integration witha broad range of customer relationship management and enterprise resource planning solutions reduces the cost of integrating vital business data into thecontact center operation.

ReducesLearning Curve

The prairieFyre Contact Center user interface is based on the familiar Microsoft Office applications that contact center employees already know. This familiarity reduces the learning curve and training costs.

Takes Advantage of Microsoft Investment

The solution is basedon Microsoft softwareincluding the Windows Server operating system, Microsoft Exchange Server, Microsoft SQL Server data management software, the Active Directory service, and Lync Server 2010. As a result, IT professionals don’t need to worry about the cost and complexity of maintaining a separate, proprietary infrastructure.

Improves Productivity and Customer Service

With the solution, contact centers are able to monitor service levels and agent performance and to rapidly respond to changing call volumes. Users can access and share detailed and accurate information on performance levels, and they can accurately forecast and plan resource allocation for future volumes. By taking advantage of enterprise presence, users can quickly access corporate resources and provide “single call resolution.” In addition, contact centers can manage configuration changes, control security permissions to applications,and synchronize with Active Directory and Lync Server 2010.

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published October 2010