With contact centers perfecting new, hybrid models, Microsoft Teams has become an ever more common feature within many operations.
Why? Because it connects people within the business, extends departments to avoid siloes, and empowers the collaborative experience within the company.
The difficulty is integrating Microsoft Teams within the existing systems architecture. Without this integration, businesses risk Microsoft Teams becoming just another application while agents add yet another system to their workflows. Enter Synoptek.
How a Microsoft Teams Integration Works
Microsoft Teams provides multichannel capabilities, collaboration spaces, and even cognitive services. Yet, Microsoft does not build technology across the entire business ecosystem. Synoptek fills the gaps.
Augmenting Microsoft Teams with third-party applications, Synoptek harnesses the Five9 Intelligent Cloud Contact Center to extend unified communications across the business.
Focusing on the contact center, Synoptek creates a space where calls, messages, and videos enter the Microsoft Teams environment. These contacts then reach the Five9 Intelligent Cloud Contact Center through a private SIP connection. There, the technology identifies the customer before intelligent routing passes them onto the best-placed agent.
After, the contact center can employ Five9 technology for recording, reporting, analytics, and much more. It is also possible to channel the data - stored within these tools - into a Microsoft Teams dashboard, so it is visible to the CX team, c-suite, and other departments. Such transparency unlocks a unified view of customer experience, driving customer-centricity and unleashing the collaborative power of the contact center.
Collaboration Accelerates Customer Experience Transformation
“Embedded analytics capabilities and a convenient user interface (UI) not only increase customer journey understanding but also extend the reach of the service function,” says Greg Walker, practice leader at Synoptek. Doing so makes everyone collectively responsible for CX.
Such a goal requires process and culture changes too. Yet, integrating Microsoft Teams with the contact center is the enabler.
An executive report by consultancy CX Effect identifies three more methods in which the collaborative contact center can bolster CX:
- Adopt a digital mindset;
- Balance the use of AI and human support; and
- Manage the technology architecture
Synoptek’s approach allows the contact center to achieve each objective. Firstly, agents may seamlessly switch between channels to escalate customer conversations. Leaders may also further digital transformation with Five9’s self-service tools, which automate simple, transactional contacts.
These tools include the Five9 Intelligent Virtual Agent. Microsoft Teams also offers AI-enabled services for agent-assist. In combination, contact centers can find a happy balance of AI and human customer support.