Key findings from a new study commissioned by Enghouse Interactive and conducted by ContactBabel revealed that 98% of UK businesses today are using at least one team collaboration tool. Microsoft Teams is by far the most popular collaboration tools, as over 90% of UK businesses are currently using it.
The results also showed that 53% of respondents that use Microsoft Teams do so for both communication with their team and for customer-facing contact, whether for voice, chat, video, messaging or a combination of these. This reflects the integration between the platform and the contact centre environment in many organisations.
Jeremy Payne, Group VP, Marketing and Alliances, Enghouse Interactive, said:
“As businesses prepare for a hybrid working model in the future, with many agents continuing to work from home, having a collaborative platform like Microsoft Teams will be key not just in connecting with end-customers but also in communicating internally with an extended team. The survey results demonstrate the importance for customer-facing businesses to have these kinds of collaborative tools in place.”
Improving communication and collaboration within the contact centre team is what led to the integration of contact centre functionality with Microsoft Teams. Almost everyone (91%) surveyed saw this integration as important and during the current crisis, 88% see the ability to enable long-term remote working as a key driver.