Remote Contact centre

LUCS Omnichannel Contact Center solution for Skype for Business

Extend Skype for Business with our contact center and routing software that is fully integrated into the Microsoft communication platform. Employees use their familiar Skype for Business client to take customer calls and answer chats and e-mails. Smart routing ensures that customer inquiries are distributed fast and directly to the available agent with the matching skills. By integrating LUCS into your IT landscape we ensure that your agents have a 360° customer view and thus empowering them to serve customers fast and efficiently and to deliver great customer experiences.

Full-featured
  • Calls, E-Mails, Chats and more
  • Integration with other systems
  • Skill-based routing
Productivity
  • Optimize workload distribution
  • Minimal Training
  • One client for everything
Customer experience
  • Personal & efficient assistance
  • Low handling times
  • High first contact resolution

Highlights

Revolutionized routing

We take routing a step further. Parameter routing utilizes customer attributes, e.g. the ZIP code, customer number or ticket number. Furthermore, integration of other systems allows database routing, e.g. routing rules depending on the customer’s language, last purchases or open tickets. Customers only have to use the IVR if the system couldn’t automatically detect the right target.

Matching skills

Each employee has skills assigned, the depth of expertise and prioritization for each skill. Customer inquiries will be routed to an available employee with the highest priority and skill-level. This allows to gradually onboard agents on different skills, ensures optimal workload distribution and increases customer satisfaction.

Complexity made easy

Routing logic can be very complex – therefore we visualize it in a clear flow diagram. Changing announcements, adapting text-to-speech snippets, opening hours and agent skills can easily be administered by contact center supervisors – in real time.

True omni-channel

Customers can choose their preferred communication channel – we aggregate them all – in one interface. Voice calls, chats, e-mails, social media and even voice and video calls through your website or mobile app, as well as co-browsing can be integrated into our contact center solution.

360° customer view

The customer journey shows the customer’s last interactions with your company. Integration of CRM, SAP, ERP and ticketing systems precisely show the data which is relevant to the employee and allow to complement information in these systems.

Reporting

Historic & real-time reporting

Task completion codes, not ready reasons and after call work can be set up for each service line. All data, including call volumes and handling times, can be analyzed in the extensive historic reporting or real-time dashboards to quickly adapt internal processes.

Connect it!

Show all relevant information for your contact center agents directly in the Skype for Business interface. Our solution easily integrates third-party systems thanks to standard REST APIs. CRM, ERP, ticketing systems, workforce management, workflow applications – you name it, we connect it.

Contact us

Have you read enough? Let us show you a personal live demo and discuss your requirements.

Certified for Skype for Business

For 10 years we have been developing contact center solutions in close collaboration with Microsoft to make customer interactions convenient and easy. Luware is a Microsoft Gold Partner and Skype for Business Certified.