For many companies, Microsoft Teams has officially emerged as the ultimate solution for unified communications. Capable of aligning, empowering, and informing employees all over the world, Microsoft Teams offers an agile environment for over 270 million monthly active users.
As companies continue to increase their focus on customer experience as the main differentiator for any modern brand, we’re also discovering the benefits of aligning internal and external communication tools.
For companies already leveraging Microsoft Teams as the ultimate tool for teamwork and knowledge sharing, it also makes sense to implement contact centre functionality too. The flexible nature of the Teams ecosystem means companies can work with certified partners to build all the capabilities of a modern contact centre; into the software, their workforce already uses every day.
So, why would your business consider a Microsoft Teams contact centre?
In a world of hybrid, remote, and flexible working arrangements, companies are increasingly relying on cloud-based workplace “hubs” to unify their employees. The workplace has evolved into a digital environment, where team members can share content, send messages, arrange video calls, and track knowledge over the web.
Microsoft offers one of the most popular hub environments of all with Microsoft Teams – a solution which seamlessly integrates with the Microsoft Office productivity suite used by over 1 billion people worldwide. For countless companies already using Microsoft tools, Teams represents a natural solution for collaboration and communication in an existing productivity suite.
Now, the ability to integrate contact centre functionality through direct routing capabilities means brands can access internal collaboration and tools for customer service in the same place. A Teams contact centre, therefore, goes beyond the basics of a traditional IT environment, by bringing CX solutions straight into your agents’ existing working environment.
With Microsoft Teams contact centres, you can build agent capabilities into the heart of your overall communication and collaboration strategy, aligning team members, information, and processes, for a more streamlined approach to CX.
All the while, you have access to unlimited tools for enhancing your contact centre operations, from native integrations with CRM systems like Microsoft Dynamics, to apps and add-ons in the AppSource store. Companies can even work with innovators to build unique apps for their Teams instance using the Power Apps ecosystem.
With Microsoft Teams as both your UC solution and Contact Centre, companies can leverage the full benefits of a truly aligned cloud communication environment. You can bring your UCaaS and CCaaS systems to the same landscape, to synergise and synchronise team members wherever they are.
A Microsoft Teams contact centre built into your existing deployment with the help of a Microsoft Gold Partner can deliver benefits like:
Depending on the vendor you choose to work with, you can also choose from a range of deployment options, from using contact centre functionality alongside Microsoft calling plans, to leveraging cloud-native direct routing or building a comprehensive hybrid environment.
Crucially, while a Microsoft Teams Contact Centre can have a number of valuable benefits to offer, the technology will always perform best when delivered by the right partner. Microsoft helps brands to differentiate the best partners for their contact centre solutions from the rest with certification and partnerships. Companies like Resonate, as well as being gold partners with Microsoft, are certified by leading Contact Centre vendors to deliver Teams Contact Centre solutions.
A company certified by leading Teams contact Centre Vendors vendor will be able to advise on the best approach and solution for building comprehensive contact centre functionality into your Teams environment based on the needs of your users, looking at everything from skills-based routing to state-of-the-art reporting. When you use an experienced partner you get:
In today’s increasingly flexible and ever-changing environment, it’s important to have a contact centre solution in place that’s agile enough for your business. Microsoft Teams can offer the innovative and forward-thinking solution today’s businesses need, but only when you deploy your ecosystem correctly.
Reach out to Resonate today to find out how we can help you build the ultimate contact centre experience into Teams as a certified vendor.