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December 2016 Meeting - Response Groups and Enhancements with Espera

Please attend the December meeting as we have several things to discuss including our go forward plan for 2017. We will be meeting in room MPR 4025.

Espera will be presenting on Response Groups and their solutions that help enhance Skype for Business. Espera Overview
AdvaTel is a Microsoft ISV and TAP development partner where Espera is a Microsoft Lync and Skype for Business ISV Qualified Solution which will provide enhanced real-time dashboard display, agent statistics and historical reporting by leveraging the built in features of Response Groups without adding any additional hardware. Espera is a Skype for Business plug-in and runs on the Skype for Business applications server.

Lync/Skype for Business has some excellent call queuing capabilities within their Response Group technology. They provide for inter-flows and over-flows etc. and a number of call routing capabilities. The problem Espera solves addresses the “missing link” where the Response Groups cannot “see” the queue status. Hence the critical and vital need for fully integrated Espera Real Time and Espera Reporter. Espera Real Time provides wall boards and tracking of Response Group call activities by agent, and Espera Reporter providing real time and historical reporting thus delivering contact center qualities in a lightweight, low cost, easy to use application.

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