Many folks ask about running their call center out of Skype for Business. The direction you go in will have a lot to do with whether you're running an inbound call center (people call you) or an outbound call center (your staff call people), as well as the number of calling stations.
If your inbound operation is small, you may be able to get by for a while on auto-attendant combined with call queues. Small outbound calling teams might be able to throw a solution together using Excel and Skype for Business alone.
If your call center is large, you'll need a third-party solution to manage it. Prepare to make a considerable investment in software and services, technical implementation, and possibly even hardware.
