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January 17, 2014

Capita IT Services to Offer Lync Solutions Developed by Aspect Software

By Christopher Mohr
TMCnet Contributing Writer

Capita IT Services (CIS) recently teamed up with Aspect (News - Alert) Software to include Microsoft Lync-based unified communications (UC) packages in its call center solutions. The deal should prove beneficial to both companies as Lync gains more share of the UC market.

CIS is a division of London-based Capita Plc, which provides outsourcing mostly in the public sector. It provides a variety of cloud, application and consulting. Its UC solutions are based on the Avaya, Cisco (News - Alert) and Microsoft platforms.

Chelmsford, Mass.-based Aspect Software, Inc. develops solutions for call centers, workforce optimization and UC and has offices in the U.S., Europe and Asia. On its website, Aspect cites increased workforce productivity and lower costs among the benefits of using Lync.

The latest UC survey conducted by Information Week last summer shows that Cisco some categories in market share while Microsoft (News - Alert) leads in others.

About 46 percent of those surveyed use Cisco for room-based videoconferencing, while nearly two-thirds used them for on-premises voice communications. Microsoft was a favorite for desktop videoconferencing as 46 percent used their solutions. A total of 39 percent used Skype (News - Alert), a recent Microsoft acquisition. Lync and Skype were also the top favorites for IM applications. These surveys allowed multiple responses; so many firms are probably using both Cisco and Microsoft UC products.

One of the most significant reasons that Lync is gaining UC market share is that it integrates so well with Office 365. This allows it entry into millions of businesses, small and large alike. The combination of an integrated solution and the lack of nickel-and-dime license fees also helps Microsoft’s UC cause.

By 2018, the market for UC is expected to grow to $61.9 billion, with a CAGR of 15.7 percent, according to Transparency Market Research. Cloud technology, growing VoIP use, more BYOD policies and other factors combine to make UC more compelling for the enterprise. CIS and Aspect’s partnership is almost certain to pay huge dividends in the next few years.   




Edited by Rachel Ramsey

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