Published on March 3, 2014
Geomant – Lync contact center in EDU
Geomant Introduction 12 Years – ISV & SI: Unified Communications Contact Centres Telephony Avaya & Microsoft Indirect business model – through local SIs 100+ Employees, 500+ Projects Portfolio of UC solutions for Avaya and Microsoft Global Coverage: EMEA, Americas, APAC
Lync based contact center
Contact Expert First MS certified Lync contact center from Geomant Uses Lync communication platform and UCMA components only Full (server and client side) Lync integration Reference customers on 3 continents, in 6 verticals
Integrated student admin/CRM application Activ e Ringi ng Passi ve Onlin e Wrap up ACW Previ ew Ring back Offlin e Custom (Busy) – ‘CE Available’ Custom (Busy) – ‘CE Break’ Custom (Busy) – ‘CE – Admin’ Custom (DND) – ‘CE – Conversation’ Built-in (Available) – ‘Online’
2013 - University of Ballarat State University of Victoria, Australia 15 000 Students, 8 campuses Inbound communication: Student support, Student auto information (IVR), Information hotline 35 Lync agents
2010, 2013 - BKF Budapest, Hungary Private Business School 7 000 students Outbound communication: Student recruitment campaigns (since 2010) Complete inbound administration (2013 onwards) Student support, IT Helpdesk, Telephone, e-mail Outbound services, IVR, Quality monitoring 25 Lync agents
2012 – Rose Hulman Indiana, USA Study aid services for 6 Universities AskRose hotline Inbound communication: Student support, Study aid, Online tutoring Telephone, e-mail, web chat, Skype, Lync Quality monitoring 45 remote Lync agents
2012 - CPCC Charlotte, N Carolina, USA 70 000 students Inbound and outbound communication: Student support, IT Helpdesk, Student recruitment Customer Service Telephone, e-mail Outbound services, IVR, Quality monitoring 90 Lync agents
High level architecture
Geomant ability and experience Over 400 organisations worldwide are using one of Geomant‘s Microsoft software solutions every day. Geomant is a Microsoft Gold Communications Partner. Over 300 projects delivered. Over 500 customers. Over 15,000 hours of Microsoft UCMA development experience. Geomant’s Contact Expert is one of the first contact centres tested and certified by Microsoft for Lync Server (ISV Qualified). Geomant Contact Expert solution was part of the award winning Microsoft New Zealand UC Solution of the Year 2011 Geomant is one of the few Microsoft certified Premier Support Partners for Lync. Growing worldwide community of Contact Expert on Lync customers. Member of Microsoft Lync Technology Adopter Program.
Contacts György Rozgonyi Business Partner Geomant Enterprise Solutions GRozgonyi@Geomant.com GRozgonyi@Geomant.com firstname.lastname@example.org http://www.geomant.com
Geomant has deployed Lync based student information and study aid systems for universities in USA, UK, Australia and CEE in past two years.
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