Case Study: NACR, Inc. achieves an enterprise multimedia contact center and seamless Lync-to-Skype/Avaya integration with Enghouse Interactive

NACR, Inc. - Customer Case Study

NACR, Inc., a leading Avaya channel partner and Microsoft NSI integrator, needed a multimedia contact center solution for mid-market customers that would integrate seamlessly with Avaya and Microsoft Lync and complement existing workflows. They selected Enghouse Interactive and its Enghouse Interactive Communications Center (EICC) to provide enterprise-quality, multichannel contact center and business process automation capabilities tailored to NACR’s integrator and customer needs.

Enghouse Interactive implemented EICC with UC plug‑ins (including Lync-to-Skype integration), advanced features like skills-based routing, multimedia queuing, IVR and BPA, plus channel-focused services to support deployments. The solution enabled immediate, low‑cost click-to-call communication (eliminating toll/trunking charges for Skype–Lync calls), automated manual processes to reduce costs and increase performance, and—over a 10+ year partnership—delivered successful deployments across transportation, insurance, technology and financial services.

NACR, Inc.

Luke Kannel

Microsoft Certified Lync Master