While nobody wanted the pandemic to happen, there have been silver linings for many companies. Microsoft, for example, has seen the use of its Azure cloud and Teams collaboration platforms sky-rocket. As reported in UC Today recently, the number of monthly active users of Teams surged to 270 million in the fourth calendar quarter of last year. That was up from 75 million in April 2020 – an increase of around 260 percent over 18 months. 

Prior to that, the market momentum had sparked Geomant – an established player in the contact centre market for over 20 years – to expand its Microsoft solution portfolio and launch its Buzzeasy Contact Center for Teams offering. 

As Viktor Gajodi, Founder and CEO of Buzzeasy explained:

“A lot of our customers were moving to Teams, so there was a compelling reason for us to integrate Buzzeasy with that platform fully. Of course, since that time, adoption has accelerated, so it just made sense for us to focus even more on Teams” 

Buzzeasy already has an extensive customer base, with users in the UK, Australia and New Zealand, North America, and eastern Europe. Around 40 percent of the customer base is in the education sector, and the solution is also used by UK housing associations and in local government, amongst other industries. Usage is growing fast – according to Geomant, the number of conversations handled by the Buzzeasy platform in the past 12 months increased by 800 percent. 

Fast flexibility

Buzzeasy Contact Centre for Teams is a flexible, cloud-based contact centre solution designed for SMBs and mid-sized businesses. It turns Teams into a complete collaboration suite with integrated voice, email, chat, and other communications channels, such as WhatsApp, Twitter, and Facebook Messenger.   

The development methodology used for Buzzeasy means it can be tailored to customer needs quite swiftly and that’s becoming more significant, said Gajodi. “Buzzeasy is fit for purpose as an omnichannel contact centre solution, but it’s also really flexible. If a customer wants a particular feature to be incorporated, we can usually do that within weeks. And as everything is in the Azure cloud, we can make any new capabilities available to all our customers right away.” 

One example is a feature that shows key call statistics on the agent’s screen. This was developed specifically tp enable home workers to see performance data that would traditionally be shown on a large wallboard display in the office –calls waiting in the queue, calls handled today, average handling time, and other vital indicators. 

Buzzeasy is tightly integrated with the whole Microsoft cloud apps stack, including Power BI, making it relatively easy to pull information out and create dashboards and reports.  

On a mission

This inherent flexibility is even more critical given that hybrid working is now the norm, said Gajodi. Everyone will need to adapt and find a way to work efficiently as a virtual team, with some people in offices, others at home. This is also making the customer experience more critical.  

“The way organisations are approaching hybrid and remote working and alongside that, how they are managing customer service has organically changed. They are connecting to customers through a variety of channels, and you need a solution that brings all those channels together.” 

To deliver a coherent and consistent omnichannel experience, hybrid workers must be able to communicate and collaborate effectively – and this is precisely what we can provide with Buzzeasy for Microsoft Teams, said Gajodi.  

“Our mission is to help organisations have successful conversations – through any channel, any time, and any location. With colleagues, customers or any contacts. Whatever interaction they want to have, we want that to be successful, meet their goals and satisfy their customers.” 

 

 



from UC Today https://ift.tt/d5Qe79r