This IDC study provides an overview of the contact center capabilities of Skype for Business, lays out the integration opportunities, and discusses the options vendors and customers have in choosing an architectural strategy for their contact centers. The main goals of a contact center are reducing contact handling time, increasing customer satisfaction, and creating a work environment that is easy and efficient to use to reduce training time and end-user error. Over the past few years, Microsoft's Skype for Business (SfB) — formerly Lync — has become a highly recognized brand among many business customers globally, gaining market share in the unified communication and collaboration (UC&C) space. But should a contact center integrate with Skype for Business? "The answer to that question depends on who you are talking with," said Jason Andersson, program director, IDC EMEA Telecom and Networking. "One of the key considerations for many businesses is how Skype relates to the contact center, as well as how the integration of SfB can add value from an architectural perspective and thus to a functional viewpoint. Another strategy that some vendors are looking into is integrating their solutions, not with UC vendors such as Microsoft Skype for Business, but with CRM applications."