INCLUDING A REVIEW OF 5 SOLUTIONS YOU SHOULD PROBABLY CONSIDER AN IT MANAGER’S GUIDE TO SELECTING A SKYPE FOR BUSINESS OPERATOR CONSOLE You may already be enjoying the flexibility and in-built collaboration features of Skype for Business (SfB) or considering the transition from a traditional telephony set-up. Either way, a Skype for Business operator console will help you make the most of this powerful new solution. But choosing a Skype for Business console can be a time consuming and complex task. There are a number of solutions out there and the selection criteria should be uniquely your own. We take a look at the steps you should take to develop your selection criteria and short list and review 5 solutions that may very well be your list.
Transcript
INCLUDING A REVIEW OF 5 SOLUTIONS YOU SHOULD PROBABLY CONSIDER
AN IT MANAGER’S GUIDE TO SELECTING A SKYPE FOR BUSINESS OPERATOR CONSOLE
You may already be enjoying the flexibility and in-built collaboration features of Skype for Business (SfB) or considering the transition from a traditional telephony set-up. Either way, a Skype for Business operator console will help you make the most of this powerful new solution.
But choosing a Skype for Business console can be a time consuming and complex task. There are a number of solutions out there and the selection criteria should be uniquely your own.
We take a look at the steps you should take to develop your selection criteria and short list and review 5 solutions that may very well be your list.
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More and more organisations are recognising the flexibility and power of unified communications. The cloud story is compelling and for organisations of all sizes it represents greater efficiency, more intuitive and responsive communication and – ultimately – a better customer experience.
Skype for Business is one of the latest offerings that delivers on the promise of unified communications.
A fully-featured Skype for Business solution is a scalable phone system, meeting platform, video communication channel, an instant messaging and collaboration tool. With your receptionist likely to be the first point of contact for all of this activity, they need the tools to have visibility across the platform and coordinate internal and external communications.
While the role of the receptionist is evolving and they do much more than just answer incoming calls, they – whether it is one central person or a virtual team – are still the face of your organisation to the outside world. Leveraging the power of unified communications can empower the receptionist and, in turn, have a direct effect to the way you are perceived by your callers – customers, partners, potential investors and future employees alike.
So what is the Skype for Business version of the traditional front-of-house operator console?
While Microsoft who are focused on developing and improving the Skype for Business platform it has been third party developers that have been busy creating the operator consoles. There are too many out there to count and choosing the right one can be confusing and time-consuming.
You need to work with the business and the ultimate users – your front-of-house staff – to define your particular selection criteria. We will help get you started.
1 Define your ideal environment
• How many distinct businesses or business units are your front of house serving? Regardless of your current set-up, is this best serviced by single or multiple contact numbers? Equally, how will the business units contact ‘reception’ internally?
• Understand your call volume and traffic patterns. Are your front-of-house staff high-volume operators? Is your call volume best served by one attendant or multiple agents? One location or multiple locations?
• Consider the database integration required. What are the various directory sources that help in connecting callers? What system connections do you need to provide the level of customer personalisation you want to be known for?
A GUIDE TO SELECTING YOUR BEST-FIT SKYPE FOR BUSINESS CONSOLE
As with any new technology solutions, your selection criteria for a Skype for Business operator console should be defined by the way your business works. But don’t be constrained by the way you have always done things – Skype for Business offers flexibility and richness of features you may not have previously had.
Instead, take a blank sheet of paper approach and invest the time in defining what success looks like for you. And remember, no matter how smart you think a feature may be, if your front-of-house staff don’t see the need for it, they won’t use it.
Answering these questions will help you define your ideal set-up – and therefore guide the selection criteria – for your best-fit Skype for Business operator console.
An IT Manager’s guide to selecting a Skype for Business operator console, including a review of five solutions you should probably consider.
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2 Visualise the improvements in ways of working
• How can you make your front-of-house team’s day run better and smoother? No one can answer this question better than the team themselves so ensure you involve them from the very beginning and map out the ideal work-day process.
• Review your need for audio devices – which ones do you really need? Many front-line staff are responsible for several tasks in their busy day and are often not at their desk. Define your mix of devices – mobile / fixed / both - to meet the way your business works.
3 Consider your ongoing support model
• How important is local support capability to your business? The answer to your question may seriously narrow down your list of potential suppliers. Many of the overseas-based suppliers provide only remote support and this is often limited to their local business hours.
• How does the supplier manage updates and upgrades? Are they pushed out from the supplier or is it up to you to check if they are available? How do you take advantage of any updates?
• Does the console set-up allow you to adequately plan for disaster recovery? Consider this in light of your overall disaster recovery plan or model.
• What level of training is available? Does this meet your business needs? Is the solution intuitive enough for occasional relief operators to feel comfortable using the system without training?
OUR REVIEW OF FIVE SKYPE FOR BUSINESS OPERATOR CONSOLES THAT YOU SHOULD PROBABLY CONSIDER
We reviewed 5 consoles that may very well be on your own shortlist. Please note that there are many more consoles out there but for those of you just commencing your search, these are a good place to start.
The consoles which meet our criteria – and their key features – are summarised in the table which follows.
Ease of integration with Microsoft Lync / Skype for Business
Delivered by Microsoft certified partners
Disaster recovery features – geo redundancy
Quick and efficient messaging functionality (pre-formatted message options)
An IT Manager’s guide to selecting a Skype for Business operator console, including a review of five solutions you should probably consider.
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An IT Manager’s guide to selecting a Skype for Business operator console, including a review of five solutions you should probably consider.
Attendant Pro Samroxx
1 ATTENDANT PRO 2 SAMROXXSupplier Nexon for Landis Computers, Ephrata, PA, United States Voitec Pty Ltd, Brunswick VIC 3057 for
Telecomunication Software GmbH, Innsbruck, Austria
Support • Nexon Helpdesk
• Phone, web form and email + community forum
• Landis - USA EST/NYC (8am – 5pm Mon, Wed, Fri, 8am – 6pm Tues & Thur, 9am12pm Sat
• Phone, web form, email
• AEST 9-5pm (24x7 available)
Requirements • Client – Windows 7+, Lync 2013 or Skype for Business Client – 1245 x 768 minimum resolution, .NET 4.5
• Client – Windows Vista+, .NET 4.5, 1 NIC
Description • Originally written by a Microsoft MVP (Matt Landis) and now being developed and supported by a team of coders
• Utilises and controls the Lync 2013 or Skype for Business client
• All of the feature of the Microsoft client are available (IM/Presence/video), including the Exchange and Active Directory access, and can utilise USB or Ethernet “Better Together” functionality with handsets
• Does not use Microsoft client, instead relies on own SIP Stack
• Database Import required for directory search (base access is Exchange personal contacts)
• Automated scheduling of Active Directory and CSV database imports
PROS 1 Utilises Skype client for communications - ensuring ongoing compatibility and support for Skype for Business Disaster Recovery
2 Integration with Exchange – for user status and message taking
3 Fully featured client – no additional costs or complexity for native disaster recovery, yet fast to load
4 Auto-update for any new features on login each day
5 CAPEX or OPEX options available
6 Call recording and local customer database for CLID lookup
7 Local support from Nexon
1 Replaces Lync client
2 Can support multiple connections and queues with colour coding
3 Pre-recorded announcements per queue
4 Graphical, intuitive interface for easier call handling and colour coding of answered calls
5 Auto-update with user acceptance of update
6 Call recording
7 Local support from Voitec
CONS 1 Keeping up with and adapting to change
2 Limited reporting via Skype for Business Response Group reporting
1 Integration diagnostics weak. Can initially be complex to configure
2 Complexity to support disaster recovery within software
3 Limited reporting via Skype for Business Response Group
Samwin Enghouse Operator
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An IT Manager’s guide to selecting a Skype for Business operator console, including a review of five solutions you should probably consider.
Description • Runs independently of Skype for Business – connection via SIP trunks and routed calls.
• Would need trunks to SIP gateway and to both Skype for Business Pools (main and backup) for full disaster recovery.
• Can also support other SIP based systems
• Uses voice contact server to queue and distribute calls via the client server topology
• Innovative TouchPoint console for simple intuitive call handling
• Dynamic display features change based on operator actions
• Based on EICC contact centre software with many contact centre features
PROS 1 Client/Server – able to better share information between multiple operator positions
2 Independent to Skype – allows multiple level disaster recovery creation (no single point of failure)
3 Pre-recorded announcements
4 Ability to also support call centre agents
5 In-built reporting capability
6 Local support from Voitec
1 Client/Server able to better share information between multiple operator positions’
2 Contextual graphical interface
3 Support for disaster recovery with routing
4 Suits a multiple position environment
5 Ability to support call centre agents
6 Comprehensive reporting
7 Australian and NZ support in place
CONS 1 Server based infrastructure
2 Disaster recovery set-up complexity – to remove single point of failure
3 Requires a professional services set-up
1 Server based infrastructure
2 Disaster recovery complexity
3 Requires a professional services set-up
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Bridge Lync Operator Console (BLOC)
5 BRIDGE LYNC OPERATOR CONSOLE (BLOC)
Supplier Bridge Communications, Fargo, ND, USA
Support • Phone, web form, email
• Continental USA coverage
Requirements • Client – Windows Vista+, .Net 4.5, Directx Video, Quad Core CPU, 2GB Ram+, 1 NIC
• Server – Win 2012, 2 cores, 2GB RAM+ 100GB Disc, 1 NIC – Hyper-V or VMware, SQL (Express is supported)
Description • Supplied as either standalone client or in client server topology.
• Server provides additional features and more cost effective at quantity
• In additional to standard call handling, the operator can access a user’s presence and calendar to advise callers on their availability
• Operator note taking functionality
PROS 1 Client or client/server
2 Support for native Skype for Business Disaster Recovery
3 Comprehensive solution
4 Suits multiple position environment in client/server mode
5 High availability features available for server functions
6 Utilises Skype client for call control
7 Includes video and help files
CONS 1 Additional costs for Exchange integration
2 Requires professional services for server integration
3 Limited support in Australia
Nexon delivers innovative tools, systems and solutions to allow your business to securely connect, collaborate, and make smarter, faster decisions.
We provide fully hosted Skype for Business solutions using scalable, pay-as-you go building blocks. This ‘infrastructure as a service’ model provides our clients with greater flexibility, without the unnecessary burden of owning, running and maintaining a service.
Nexon is constantly assessing the marketplace for new and innovative products to meet the needs of our customers. We will work with you to find a solution that is unique to you and the way your team works – not a one size fits all approach.
Disclaimer:This document is provided for information purposes only and the contents hereof are subject to change. This document is not warranted to be error-free, nor subject to any other warranties or conditions. All comparisons mentioned herewith have been complied based on product information available from the provider’s brochure/websites.
Call us at 1300 800 000, visit www.nexonabsolute.com.au or simply email us at [email protected] for a obligation-free discussion about which Skype for Business operator console may be right for you.
An IT Manager’s guide to selecting a Skype for Business operator console, including a review of five solutions you should probably consider.
