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LUCS The Contact Center solution with full Microsoft Skype for Business / Lync Integration.
Optimize your customer service.

Welcome to LUCS

LUCS is a multimodal Contact Center designed completely based on the Microsoft Unified Communication Platform Lync. The goal of the solution is to enable communications between businesses and their customers without being dependent on type of device or time of day, thus achieving a high level of cost-effectiveness in implementation and operations. Many businesses are already using Contact Center, which offers more than one modality. However, these generally have the major drawback of running on different communications channels and over different systems and applications.

Service Presence

The configured contact-objects for your Contact Center are being shown as Lync contacts in your contact list. Based on the aggregated presence of the individual team members, you can see whether agents are available or not, at any time.

 

 

 

 

Opening Hours

The administration of opening hours for the different services is realised through Outlook calendars. Through OWA or Outlook, defined employees are allowed to manage opening hours, holidays etc. for the available Services.

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Reporting

We differentiate between live and historical reporting. Live reporting shows the most important performance figures on a well-arranged, interactive website. The historical reporting can either be viewed via SSRS or excel, showing a wide range of KPIs for your Environment.

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Stand-by Duty

Never miss any calls outside of your business hours anymore. The intelligent stand-by-duty system is being easily configured through Outlook calendar entries and ensures that the call is finally answered by a human.

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CRM Integration

Integrate your CRM or ERP application in a way, that allows you to see the current calling-party information directly in the corresponding Lync window. CTI is old-fashioned, business-integration is what we do today.

LUCS_CRM-Integration

Webchat

Offer your clients the possibility, to directly chat with an anent, or as for a callback. Using co-browsing functionality, clients can be supported in an optimal way.

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E-Mail & Fax

Distribution and handling of Emails and Faxes can be as simple as distributing calls or chat messages. Using the integrated “Mail-Manager”, Emails and faxes are handled as tasks and can be processed without switching to another application than Lync.

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Download booklet

For more information about LUCS, please download our booklet as PDF: