Contact Center shape croppedUptake of Contact Center
on Lync Report
 

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At a glance:

  • Factors driving adoption of Lync and Lync-based contact center solutions.
  • Issues that might be preventing adoption of Lync-based contact center solutions.
  • Reasons why firms are considering adoption of a Lync-based solution over more traditional solutions.
  • Predictions on the development of the market for Lync-based solutions over the next two years.

 

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Purpose of Research
In 2011, Zeacom announced its intention to integrate its flagship solution, Zeacom Communications Center (ZCC), with the Microsoft Lync solution. Zeacom began a beta program in the summer of 2011 and in January 2012 announced that the Lync-integrated solution was generally available.

During the beta period and since its formal announcement, Zeacom has worked with reseller partners who in turn work with customers who are investigating, deploying or have implemented Microsoft Lync. Each of these partners has worked with many customers, ranging from tens to hundreds. The goal of the research was to capture their insights in a systematic way to better understand how the market for Microsoft Lync solutions is evolving.

About the Authors

Sheila McGee-Smith, the founder of McGee-Smith Analytics, LLC, is a leading communications industry analyst and strategic consultant. With a practice focused on the contact center and enterprise communications markets, Ms. McGee-Smith works on a daily basis with both solution providers and enterprises to help them develop strategies to meet the escalating demands of today's consumer and business customers.

Karina Howell is an industry analyst covering enterprise communications and contact center technologies. Having spent 12 years in the communications industry, Ms. Howell partners with solution providers to assess the impact of emerging technologies and develop market strategies. She has held product marketing roles at Genesys Telecommunications, and served as practice manager at analyst firm Frost & Sullivan, where she provided market research and strategy consulting to contact center technology vendors and end users. Ms. Howell holds a master's degree in Political Science from the University of California at San Diego, and a bachelor's degree in Politics from the University of California at Santa Cruz.  

Listen to the podcasts from Enterprise Connect featuring Sheila McGee-Smith  and Zeacom's Vice President of Marketing, Samuel Williams

 

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