Microsofy Lync server 2010 as call center

hero_track used Ask the Experts™
Dear all ,

Can you please advise if we can use Microsoft Lync server as call center system in a company , and please advice if its recommend to be used that way or do you support the use of it instead of the usual PBX systems .
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Well with a call center you are basically doing a first available or longest idle method to have a call routed to you and I know that the workflows that you can enable through Enterprise voice can handle that.  You would have to make sure of several things.

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Understand that you are going to be using software driven call routing and that is more complex and, in my opinion, more unstable than traditional PBX.  When your entire focus is a call center, continuity of service is paramount so me... personally, I would go PBX.  BUT, 1.  I know it could handle it, 2. I know that with the right setup it is fairly stable, 3. It provides alot of flexibility.

My advice, talk to a Lync Consulting company and see what they have to say.  In the long run cost may be a driving factor as well and they would be able to steer you in the right path.

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