Callmedia Announces New Expert Contact Product

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Callmedia, a Maintel company, has launched a new version of its flagship Callmedia Expert Contact product which is compatible with Microsoft Skype for Business. Callmedia Expert Contact allows contact centres to support customers across voice, email, web, social and mobile channels to deliver genuine omni-channel contact.

Speaking from Microsoft’s Future Decoded event, sponsored by Callmedia, Roy Sayles, Director of Callmedia, said: “With its native integration allowing for straightforward installations and a familiar user experience, Callmedia Expert Contact for Skype for Business provides a compelling option for businesses wanting to improve their customer experience and Microsoft partners who want to expand their capabilities into the contact centre world.

“With our heritage and experience in the contact centre sector, partners and end-users alike can rely on our specialist knowledge of the industry to help support a true omni-channel experience on Skype for Business.”

Callmedia has made this strategic move after recognising the importance of enabling organisations to provide comprehensive support and service to their customers, while they are increasingly adopting UC technology in the back office. The solution will be available in the first quarter of 2017.

Rufus Grig, Maintel’s Group Strategy Director, said: “When we partnered with Microsoft to bring Callmedia’s expertise in customer experience to Skype for Business, we didn’t want to simply treat it as just another PBX. We wanted to embrace the new capabilities it brings to our customers, protecting their investment and allowing customer service agents to use it seamlessly with their back-office. Our design philosophy has been to ‘let Skype be Skype’ – allowing people to get the benefits of Skype for Business in terms of internal and external collaboration, and apply that to the customer contact experience. This is a really exciting time for Callmedia.”