Enterprises looking to deploy next-generation communications platforms like Microsoft Lync/Skype for Business sometimes find unwelcome surprises - key features that they have come to depend on and that they took for granted in their legacy systems, are not available in their new systems. A great example is advanced call routing, the capability enterprises use to empower inbound callers to self-direct and route their calls using multi-level menu options. Advanced call routing improves customer satisfaction and productivity as it provides the ability to rapidly route calls to the proper destination. This affects your business' bottom line with powerful economic benefits.
Why is this capability absent in a next-gen system?
Telecommunications and IT professionals have disparate perspectives in addressing communications. They have different backgrounds, education, and perceptions of users' and callers' needs. IT oriented next-gen products come to market with features and capabilities to address existing needs but may lack traditional features.
Advanced routing capabilities came into the marketplace initially as standalone Automated Attendant systems. Eventually call routing functionality was incorporated into voicemail systems. The new wave of productivity became more broadly known as "voicemail" but that obscured the value proposition which came from the increased productivity made possible.
Products from companies like Microsoft, whose roots are not in telecommunications, see voicemail systems as the default option, merely recording a message for future playback and ignoring call routing issues. Their focus was on improving overall business productivity and adding value to MS Exchange and the MS Office Suite. For them, adding communications capabilities to their solution is a byproduct, not a direction. Microsoft Lync/Skype for Business offers a variety of options to route data, but when it comes to voice, they largely ignored the needed requirement for complex call routing.
Microsoft deployments are now taking place, but gaps are emerging in what Microsoft can deliver to route calls. Fortunately, there is a solution. The Call Director advanced call routing capability found in Mitel NuPoint voice mail system, is an easily configured, powerful tool with a long history of solving an array of call routing problems.
When it comes to addressing call routing problems, look inside your voicemail system.