Contact Center

the open marketplace

MICROSOFT LYNC SERVICE PROVIDER

As a Microsoft Lync service provider, Merrill & Associates is equipped with the resources to service clients with a diverse, yet technologically advanced integration directive.

With Microsoft Lync, Merrill is able to deploy a software solution that connects all points of contact with real-time connectivity. The convergence technology and information processing has created a dynamic, virtually instant, approach to how people stay connected.

Why choose Lync?

Microsoft Lync is a single, unified communications platform that integrates seamlessly with Microsoft Office and other existing tools and systems, and can enhance or replace your existing IP PBX system. This can lead to improved productivity, increased mobility, and faster responses for customers, partners, and employees. Other benefits may include smoother deployment, easier management, and lower cost of ownership.

Let Merrill & Associates do the integration

With Microsoft Lync, Merrill & Associates is able to deploy a software solution that connects all points of contact with real-time connectivity. The convergence of the speed of technology and information processing has created a dynamic, virtually instant, approach to how people stay connected.

Managing data in all of its various forms is critical to every business. Merrill & Associates knows the importance of developing the infrastructure and deploying the correct tools for clients in order to effectively manage and repurpose data to continue to drive business in any industry.

 


Forward thinking Contact Centers are creative animals, innovating new ways of doing business using based on Best in Class applications, rather than on loyalty to a technology, a brand, or a static strategy that may have been devised years prior.  Today, Contact Centers adjust on the fly, taking advantage of new technology and new applications because they are the right tool at the right time. 

Merrill and Associates supports the open marketplace and we partner with a portfolio of Avaya DevConnect partners who build value and opportunity into their products.  These tools all dovetail with the Avaya systems that are core to our approach to the marketplace. 

Here are the Open Marketplace products that we develop and support today:


  • Call Metrics and Reporting: Taske


    Ultimate insight into your operations will allow you to explore your call data and custom data analysis to drive decision making. The ability for your business to analyze calls is critical in solving problems quickly.

    Merrill believes that our customers should be able to dissect and track every call within their telephone system from the time it entered to when it left. This is why we have chosen TASKE-Technology Inc. as part of our product portfolio.

    TASKE is a Gold-level member in the Avaya DevConnect program and their applications integrate with each layer of the business environment. TASKE provides a single, reliable source for call-management and call-reporting which are critical to goals of improved customer service. With TASKE, Merrill customers can analyze where the call may have diverted from the expected path of service.

    Ultimately, a strong Analytics tool like TASKE should give you a deeper insight into the inner workings of your contact center.


  • Call Recording: OakSI


    CallCopy Workforce Optimization




  • We are constantly adding new products and services to our Open Marketplace. Let us know if there are products and applications that you feel deserve to be part of our portfolio. Vendor inquiries always welcome.