prairieFyre Software Announces the Release of prairieFyre Contact Center for Microsoft Communications Server 2007 R2

OTTAWA, Ontario--(BUSINESS WIRE)--prairieFyre Software today announced the general availability of the prairieFyre Contact Center for Microsoft Communications Server, a modular, integrated software suite that provides sophisticated multi-channel contact center functionality for the Microsoft Office Communications Server 2007 R2 platform. Developed on the Voice-over-IP and Unified Communications architecture of Office Communications Server 2007 R2, prairieFyre Contact Center is ideal for those organizations that wish to leverage the advanced enterprise voice features of the Microsoft unified communications platform and require a comprehensive contact center solution.

“It takes advantage of familiar Microsoft applications such as Outlook and Communicator to lower agent training costs and uses existing customer investments in Exchange and Communications Server to eliminate the need for specialized hardware.”

Microsoft Corp.’s unified communications (UC) applications enable real-time collaboration and information flows by combining presence-aware telephony, conferencing, messaging, and mobility functionality in an easy-to-use Microsoft Office Communicator 2007 R2 interface. The prairieFyre Contact Center leverages these capabilities and combines them with a full-featured Automatic Call Distributor (ACD), enabling agents to provide superior customer service through instant access to key subject matter experts, support teams, and business intelligence across the enterprise.

“prairieFyre expects Microsoft’s leadership in unified communications to be a major factor in transforming the enterprise voice market. Our Contact Center, with direct integration to Microsoft Exchange Server, Microsoft Active Directory and Office Communications Server 2007 R2, provides an advanced, scalable solution without the need for proprietary infrastructure and call control. Customers will appreciate its ease of installation, short learning curve and quality of management utilities,” said Malcolm Teasdale, Executive Vice President, prairieFyre Software.

prairieFyre Agent Communicator combines an ACD soft phone, enterprise presence and rich Microsoft Silverlight tabs with real-time contact center information in a familiar Office Communicator 2007 R2 client. From Agent Communicator, agents can login to queues and control their availability with user-defined reason codes. Agent states are fully synchronized with the enterprise presence capability of Office Communications Server 2007 R2. prairieFyre Agent Communicator also supports the headsets and desktop sets “optimized for” Microsoft Office Communicator. prairieFyre Contact Center automates management reporting, forecasting and scheduling allowing supervisors to focus on their Key Performance Indicators and continually improve operational effectiveness. Reports can be run on-demand or scheduled to be automatically generated and emailed at specific times. Supervisors can chose from 140 report templates or use the Flexible Reporting module to create their own custom reports. Powerful Forecasting and Scheduling modules allow supervisors to create and publish agent shift schedules and ensure service levels are met through real-time adherence alarms. All reports and schedules are rendered from the Microsoft SQL Server database in preformatted Microsoft Excel or Adobe® PDF formats. The suite is designed to work on a single Microsoft server platform with Windows 7 on the user desktop.

“The prairieFyre Contact Center for Microsoft Communications Server represents a dramatic departure from traditional contact center solutions,” said B.J. Haberkorn, senior product manager, of Communications Server at Microsoft Corp. “It takes advantage of familiar Microsoft applications such as Outlook and Communicator to lower agent training costs and uses existing customer investments in Exchange and Communications Server to eliminate the need for specialized hardware.”

With its broad functionality and modular design, prairieFyre Contact Center for Microsoft Communication Server can be tailored to exactly fit businesses of any size or industry in departmental, standalone, or geographically dispersed deployments.

prairieFyre Software has deployed contact center solutions to over 7,000 customers in over 60 countries worldwide. They have leveraged this experience to create an affordable yet feature-rich solution that is ideal for enterprises looking for a contact center designed to run with Office Communications Server R2.

Availability

The prairieFyre Contact Center for Microsoft Communications Server is available immediately. Support for Microsoft Communications Server “14” will also be available upon the product’s release.

For more information, collateral and a demo, visit www.prairiefyre.com