Native Vs. Non-Native for Lync Contact Centers
Source: Clarity Consulting
With the increasing popularity of Microsoft Lync as a next-generation communication platform, many organizations are using it to power business units such as contact centers that depend on complex telephony functions. To meet the specialized business needs of contact centers, these organizations have two categories of products available. Products in the first category have their own separate telephony infrastructure and media-handling capabilities, and integrate with Lync in a superficial way, allowing calls and possibly presence information to be passed from one system to the other. Products of this type often come from the traditional telephony world, and they are referred to here as "Not native to Lync."