SOFTEL has released a new white paper Guidelines for Migrating Contact Centers to the Cloud with Office365 and Skype for Business with Advanced Functionality. Moving enterprise voice and contact center operations to the cloud may seem daunting, with so many channels, applications and technologies to contend with. Using Microsoft’s Skype Operations Framework (SOF) methodology, contact center functions and elements can be migrated in a phased approach. People, processes, operations and technologies are defined, assessed, migrated, delivered, enabled and supported through a stringent series of phases and gates, ensuring nothing is left to chance.
The enhanced functionality of O365 and Skype for Business ensures that all the channels of interaction for a modern contact center are provided through intuitive, user-orientated interfaces and technologies. SOFTEL have created a white paper, specifically for contact center enterprises, covering all of the major aspects of unified communications and customer relationship management within the Microsoft Cloud.