As the demand for an innovative CCaaS and UCaaS combined environment grows, more companies are looking towards Microsoft Teams to power internal communication. As a result, many CX technology providers are developing integrations that allow contact centres to embed Microsoft Teams into their existing ecosystems.
Through Operator Connect, Direct Routing, and other partnerships with Microsoft, a host of leading contact centre providers are offering direct links to Microsoft Teams. Today, we’re going to look at some of the most innovative vendors that do so.
Anywhere365
Microsoft launched a certification programme for Teams contact centres in May 2020, in which Anywhere365 was a global launching partner. To achieve this accolade, Anywhere365 developed an innovative solution that leverages the voice capabilities of Microsoft Teams.
But, that's not all. The solution also enables direct routing to agents and subject matter experts (SMEs) through Microsoft Teams. Aywhere365 augments the following interaction with its contact centre offering, which includes call recording, real-time translation, reporting tools and much more.
8x8
8x8 is one of the most versatile and innovative CCaaS vendors on the market for a host of reasons. The company’s approach to contact centre technology has captured the attention of countless companies over the years. Around one million business users across 160 countries are already reliant on 8x8 for omnichannel contact centre functionality today.
8×8’s Microsoft Teams solution combines state-of-the-art contact centre functionality with skills-based routing, analytics, and all the convenient features of Microsoft Teams. Users can even choose between voice and omnichannel contact centres. 8×8’s Microsoft Teams solution is one of the highest-rated on the market today.
Talkdesk
A leading provider of contact centre technology, Talkdesk is a major competitor in today’s CX world. The company offers a wide range of CCaaS solutions, including a connector for Microsoft Teams, which allows companies to combine their internal teams and external contacts. The solution brings UCaaS and CCaaS together with notifications directly via Microsoft Teams.
With Talkdesk’s connector for Microsoft Teams, companies can streamline their internal communications while ensuring a better all-around customer experience with end-to-end context. You can even set up automated real-time alerts for agents.
Content Guru
Content Guru provides a certified solution for Microsoft Teams that supports the modern workforce. The offering brings Microsoft Teams functionality together with storm, which offers the entire contact centre stack. Combining back-end and front office collaborative tools, Content Guru’s offering for Microsoft Teams is ideal for modern brands committed to delighting their target audience.
The unified storm and Microsoft Teams ecosystem ensures companies can access end-to-end reporting, recording, and even live availability insights for agents. Harnessing these capabilities allows companies to build fantastic engagement amongst the employee and customer population.
Genesys
Global innovator in cloud customer experience and contact centre technology, Genesys has recently expanded its partnership with Microsoft through a native integration. Microsoft Teams and Genesys Cloud CX are completely integrated, allowing for an end-to-end productive experience. Contact centre agents can collaborate with any employee using teams, enabling quick and effective resolutions to customer queries.
The Genesys and Microsoft Teams solution strengthens the potential of companies in a wide range of CX environments. With more access to collaborative tools on the back-end, even hybrid and remote agents can work more effectively in today’s digital landscape.