Geo-Distributed Contact Centers

Geo-Distributed Contact Centers

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity Consulting

By Jeremy Puent, Product Manager – Clarity Consulting

This white paper describes how organizations facing challenges with geographically distributed contact centers can use Microsoft Lync in tandem with the Clarity Connect contact center product to eliminate redundancy, increase efficiency in staffing and resource usage, and begin managing the contact center as a truly global operation.

Is Federation Skype for Businesses Secret Weapon

Is Federation Skype for Businesses Secret Weapon

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity Consulting

Microsoft Lync, Microsoft’s contribution to the enterprise Unified Communications market, has undergone a meteoric rise in the last few years, gaining widespread adoption among companies of all sizes and forcing the incumbents to change strategies to respond.In evaluating or evangelizing Lync, people often focus on the usability of the Lync client; the integration of different communication modes like voice, video, instant messaging, and screen sharing; the new mobile and tablet clients, which make for excellent demos; and potentially cost-saving capabilities like web conferencing. These analyses often overlook or give little attention to two of Lync’s most distinctive capabilities: extensibility and federation.

This white paper explains federation, its role and importance in the Lync product, and outlines some of the ways in which it transforms communication with other businesses and with consumers.