CentrePal has launched its “world-first” native Microsoft Teams contact centre solution in the UK.
The solution enables agents to control, manage, and document the caller’s journey through Teams alone. To do so, it embeds the fundamental functionalities for the modern omnichannel contact centre within the platform. These include a CRM system, IVR and more - streamlining the systems architecture and consolidating UC.
Such a solution differs markedly from using Teams as a separate application or a contact centre integration. The native element paves the way for greater inter-departmental collaboration, slicker business processes, and enhanced data management.
Further benefits include improvements to the agent and IT developer experience. Agents can switch between fewer systems, escalate calls to different channels, and seamlessly access expert support. Meanwhile, IT developers may spend as little as a few hours implementing the solution, as it is access agnostic with plug-in and play functionality.
Yet, despite all these possible benefits, there are four typical uses cases for implementing a Teams-native contact centre:
- Advancing the feature set available to agents
- Consolidating UC and the contact centre
- Replacing Skype for Business
- Trading traditional PABX in for a cloud solution
With this proposition, CentrePal targets small and medium-sized businesses (SMBs), securing several new UK-based clients already. These include a local council, university, and recruitment firm.
Discussing this strategy, Jude Don, APAC Partner Manager at CentrePal, says: