A study from ContactBabel and Enghouse Interactive, a leading communications company, recently revealed that around 98 per cent of  UK companies today are using at least one tool for team collaboration. By far, the most popular solution for companies is Microsoft Teams, which is the selection for 90 per cent of UK businesses.

The recent study into collaboration technology and contact centres polled 100 businesses throughout the UK to learn more about the way we connect in the modern age. The findings were compelling. For instance, 53 per cent of survey respondents were using Teams not just for communication with internal staff but for customer-facing contact too.

Bringing Teams into the Contact Centre

Enghouse Interactive Group VP for Marketing and Alliances, Jeremy Payne, said that as companies continue to prepare for a hybrid working model going forward, and many agents continue to work from home, the landscape is changing. Now, having access to a collaborative platform like Microsoft Teams will be a must-have in connecting with end-customers and collaborating internally. The results of the recent survey demonstrate just how valuable this investment is.

The main force driving the integration of contact centre functionality with Microsoft Teams was a new demand to improve collaboration or communication in the contact centre. Around 91 percent of survey respondents considered this to be “important”. During the pandemic, 88 percent saw the ability to enable long-term remote work as essential too.

The survey also addresses various benefits of using Microsoft Teams in the contact centre. For instance, the role in enabling more effective hybrid and remote working environments is seen as being positive by 83 percent of survey respondents. Nearly 65 percent of people using this team collaboration tool said it had resulted in a more efficient experience for customers and team members alike. The respondents also claimed the solution enabled a unified take on reporting and processes.

Making the Most of Microsoft Teams

According to 59 percent of survey respondents, using Microsoft Teams contact centre solutions helped to integrate the contact centre operations with the wider functions of the company.

Among the people in the survey who haven’t combined Teams with the contact centre yet, there’s a mixed response about whether they will do so in the future. Around 18 percent say they’re definitely going to go ahead with the integration, while 22 percent say they probably won’t. Most revealed that they simply don’t know enough about the benefits of the offering to take this next step.

 

 



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