MAKING LYNC/SKYPE FOR BUSINESS WORK IN THE ENTERPRISE ENVIRONMENT

Any larger or more advanced organiza-tion requires professional tools for their switchboard attendants and Contact Center agents. Functions needed include advanced queues, IVRs, various modes for agents to serve or cherry pick calls, functionality for internal consultation, the

possibility to monitor essential data such as waiting times, agent statuses and so on.

Tendfor is the solution to getting all the functionality required, without having to add PBXs or legacy products to your Microsoft environment.

It is the nimble, clean and modern answer to advanced contact center needs that makes the most of Microsoft’s fantastic UC platform without cumbersome old-school software solutions, hampering performance, maintenance and monitor-ing.

Enterprise telephony can finally and truly be the integrated part of the IT infrastruc-ture and UC environment it deserves to be.

RETHINKING THE ATTENDANT CONSOLE

Tendfor CC Client is a completely fresh take on what an attendant console can mean for productivity and ergonomics. By foregoing the antiquated “left – right” UI, and instead focusing the most urgent information to a limited area of your screen, we achieve great benefits for pro-

fessionals who interact for long periods with their attendant console.

The result is better productivity and highly improved ergonomics – combined with lots more valuable screen real-estate available for secondary information that can be accessed at any time.

By grouping and tying information to functional panels that can be individually opened and adjusted, Tendfor CC Client offers unprecedented levels of customi-zation so that the agent can always have the optimal work environment for his/her task.

KNOW BEFORE YOU HAVE A GO

How do we make efficiency gains while also improving the customer experience? In a time when many see automation and fewer personal interactions as forces alienating them from organizations with which they do business, is that even feasible?

Yes! Our answer when it comes to serving callers is to make sure those who still do have personal interaction with customers have more and better information readily available. That way they can give more

accurate, faster and more relevant replies to customers while still being able to save time and serve more calls. More callers who receive prompter and more qualita-tive personal attention. Win – win – win.

In the switchboard attendant context, this is made possible by our unique integra-tion between Lync/Skype for Business and Microsoft Exchange.

By instantly knowing Lync-status, Outlook calendar appointment status, Nordic

Presence absence codes and – in applica-ble cases - line status, the attendant can give the caller all the relevant information and directions on how to proceed, before even trying to connect the call and with-out wasting time on annoyed customer bounce-backs. All this with previously unseen simplicity of use and without needs for users to install plugins or use cumbersome absence codes to set their advanced away-status, we rely solely on their normal Outlook appointments.

FINALLY, BUSINESS AS USUAL – WITH SOME TWISTS

Tendfor seamlessly provides basic tele-phony functionality like “Busy on Busy” in the Lync/Skype for Business environment. It enhances the efficiency of the presence functionality by making sure Lync status

updates are instantaneous and predict-able instead of taking up several minutes to take effect.

Search and roster functionality is quick and intuitive while maintaining all the advanced functionality attendants are used to.

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But Tendfor also goes beyond what you used to be able to do in earlier enter-prise systems. With modern mobile ACD functionality, agents can log in and out of contact center queues and service calls from anywhere. Integration with Microsoft’s communication and UC-sys-tem is seamless and the Microsoft Active Directory integration is unmatched for a product of this kind. Administration and maintenance is a breeze, and so is deployment and upkeep – Tendfor is completely geared towards IT depart-ments’ needs.

LET’S TALK

We look forward to finding out more about your contact center and attendant console needs, and to telling you more about how the Tendfor line of products can help solve your organization’s com-munication requirements.

Our contact information can be found on the back of this folder. Call us today, or drop us a line!

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TENDFOR CC CLIENT

BENEFITS

- Ergonomic user interface

• Focuses the key information to a limited area of the screen

• More space for secondary information

- Modular design

• User has the ability to configure their workspace according to performed tasks

• Go clean and use maximum space for your main task, or get a full overview of your environment “dashboard-style”

• Make full use of multi-screen setups

FEATURES

- Embedded Softphone

- Free Seating

- Call Management

• Announced transfer/Consultation

• Consultation with retrieve

• Conferencing capabilities

• Blind transfer with call progress moni-tored by Tendfor CC Client

• Returning call, first to transferring agent, then back to queue

• Skype and federated endpoints

• Transfer to voicemail

• Call hold

- Advanced Contact Directory

• Integrated calendar view, with simultane-

ous multi-calendar capability

• Presence (real-time status from Lync users)

• “Pinnable” contacts in the search panel

• Nordic Presence (absence codes, e.g. Vacation, Meeting, Sick-Leave) integrated with Exchange, see more under Tendfor Auto Attendant

• Agents can set user absence which becomes viewable by other agents and which may direct incoming calls to Tend-for Auto Attendant

• Searchable Agents, Queues and Entrances

• Integrated mail and IM

• Text messages (with gateway)

- Integrated searchable organizational

chart

- Real-time information about Queues, queued calls and agents/attendants

- Individually adjustable functional panels (e.g. Agent Panel, Search Panel, Queue Panel)

- Configurable keyboard layout and shortcuts

- Option to use mobile phone as agent voice device for agents that are out of office or out of their seat

- Single Sign On

TENDFOR AGENT WEB

BENEFITS

- Modern simplicity at its best for your agents, with a minimum of training

needed

- A Lync-client web-plugin allows your agents to serve preferred Queues for

which they have the required skills

FEATURES

- Login/Logout/Paus

- Preferred phone device (Lync-client/mobile phone/SimRing)

- Set which Queues to serve

TENDFOR AGENT APP

FEATURES

- Login/Logout/Paus

- Preferred phone device (Lync-client/mobile phone/SimRing)

- Set which Queues to serve

TENDFOR SERVER

BENEFITS

- Trusted application within the Lync/Skype for Business architecture

FEATURES

- IVR

- Professional Queues

- Advanced call-handling

- Skill-based Routing

TENDFOR ADMIN

FEATURES

- Web-based

- Single Sign On

- Administration of:

• Schedules with exceptions to handle opening hours for Queues and IVRs

• Queues and Entrances

• Agents

• Enterprise Contacts

• AD import

- Export of statistical data to preferred

BI-system

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TENDFOR CALENDAR SYNC

BENEFITS

- Synchronized Microsoft Exchange calendars offer attendants/agents a great overview of presence within

the organization

FEATURES

- Agents can monitor users’ calendars

in real-time

- Users set their pre-defined absence codes directly in Microsoft Outlook by making appointments

- Users’ absence codes are visible to agents, and effect how users’ incom-ing calls get served

TENDFOR AUTO ATTENDANT

BENEFITS

- Let your professionals, whether they are agents in your Contact Center or switchboard attendants, focus on your company’s main Entrances

- Tendfor Auto Attendant will serve the people that are directly contact-

ing your employees when they are busy, on vacation or business trip etc.

FEATURES

- Spoken Referrals

- IVR will give the caller choices to

either:

• Leave voicemail

• Connect to attendant service

• Or connect to Secretary

- Auto Attendant profiles (flow-charts dictating how to serve callers con-tacting different functions/users)

- Busy-On-Busy

- Text-To-Speech

- Voice Recognition

- Integrated with Exchange Unified Messaging

DEPLOYMENT AND MAINTENANCE

BENEFITS

- Optimized for the needs of IT de-partments with Microsoft experience

- Installation and setup by Microsoft infrastructure professionals – limits need for dedicated telecom consul-tants/staff

- State of the art Microsoft infrastruc-ture style deployment

- Modern monitoring and mainte-

nance with System Center Opera-tions Manager (SCOM) Management Pack

ARCHITECTURE

BENEFITS

- A product design exclusively for Lync/Skype for Business

- Built on Microsoft products/tools throughout

• SQL Server and Windows/Azure Service Bus

• Optional management and administra-

tion with PowerShell and Orchestrator Workflows

• Windows AD for Single-Sign-On and Role Based Access Control

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© 2015 Relevo AB

Tendfor is a registered trademark of Relevo AB

Relevo ABKungsgatan 4A, 2tr111 43 StockholmSweden

+46 (0)8-12 44 33 00www.relevo.se/eninfo@relevo.sewww.tendfor.com/eninfo@tendfor.com

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