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Microsoft Lync 2013 Unified Communications: From Telephony to Real-time Communication in the Digital Age by Daniel Jonathan Valik

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Lync 2013 in contact center deployments

Most of the deployment scenarios for Lync 2013 are for medium or enterprise installations. In such deployments, usually, a complete or a subset of the available communication and collaboration modalities are integrated.

Let us evaluate a special scenario where Lync 2013 is deployed in a contact center and customer care environment. Yes, you can trust Lync. It can also be used in contact center deployments but it is very important to think about how you want to deliver certain communication and collaboration scenarios.

The flexibility of Lync 2013 allows it to be utilized in many different ways and this makes it an extremely valuable solution for contact center projects. Lync 2013 offers a broad set of API's ...

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