Is Lync moving into the contact center? Slowly. It seems it is still is a little too early to say surely. I have to thank Matt Brunk for his quite unintentional lead-in to my first post of 2012. His ...

Genesys, a provider of customer service solutions, has integrated Microsoft Lync with its customer service platform, creating a combined voice platform that enables companies to unify contact center ...

Microsoft Lync deserves consideration as a platform for enterprise-grade contact centers. Microsoft Lync includes a response group service that queues incoming voice calls and routes them to groups of ...