From Microsoft launching a Teams social media app to Slack raising subscription prices for the first time, here are extracts from popular news stories this week.
Microsoft Unveils Digital Contact Centre Platform at Inspire 2022
Microsoft Teams and other digital engagement channels are part of the new Microsoft Digital Contact Centre Platform, which was revealed at Inspire 2022.
Microsoft Dynamics, Microsoft PowerPoint, and Nuance AI are also being utilised in the contact centre.
The contact centre has AI capabilities with self-service experiences, collaborative user experiences, live customer engagements, business process automation, fraud prevention and telephony capabilities.
Charles Lamanna, Corporate Vice President, Business Applications and Platform at Microsoft, said: “In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care.
“Consumers expect effortless, consistent, and secure experiences across any point of contact they choose—in fact, their brand perception and customer loyalty depend on it.
“With the stakes this high, companies need a comprehensive yet flexible solution to modernise their customer care experience.
Microsoft’s contact centre does not have to replace existing systems; it has been built to allow companies to add its capabilities on top of their own.
Zoom Expands E2EE for Phone and Breakout Rooms
Zoom is expanding its end-to-end encryption (E2EE) feature to both Zoom Phone and Breakout Rooms.
Customers will have a new option to update to E2EE during one-on-one Zoom Phone calls between users on the same Zoom account that occur via the Zoom client.
While in a call, users can select “more” and see an option which allows them to make the session an end-to-end encrypted phone call.
“And now, we’re excited to expand our end-to-end encryption feature to both Zoom Phone and Breakout Rooms — two more ways you can use Zoom to achieve seamless and secure communication.”
Zoom says that upgrading to an E2EE call takes a second and helps add an extra layer of privacy to a user’s Zoom Phone calls.
Microsoft Brings Viva Engage to Teams
Microsoft announced at Inspire 2022 that Viva Engage will be integrated into the Teams and Microsoft 365 platforms.
Viva Engage, the newest app in Microsoft Viva, is designed to help people and teams to feel more included in the hybrid workplace.
The social app is built on the foundation of Yammer and allows users to connect with coworkers, find answers to questions and share their own stories.
Seth Patton, GM of Microsoft 365 Product Marketing, said: “Hybrid and remote work has made it difficult for people to feel connected to one another and to the mission of their organisation—our relationships and sense of connection at work have shrunk.
“Leaders are tasked with delivering a reimagined employee experience that meets employees’ expectations while bringing a sense of community, connection, and inspiration to day-to-day work.
“Our Work Trends Index shows that 43% of leaders believe that relationship-building is the greatest challenge of hybrid and remote work. Yet, building social capital is crucial for organisational success.”
Microsoft Viva Engage can be accessed on the web, desktop and mobile versions of Microsoft Teams, meaning users can share content from anywhere.
Slack Subscription Price Set to Increase
Slack has confirmed that there will be a subscription price increase for the first time since the platform was launched in 2014.
The company says the increase will only affect users on the Pro subscription package and will come into effect on September 1.
A Slack blog post said: “A lot has changed in Slack – and the world – since we launched.
“Over the years, we’ve released so many innovations and expanded our offerings, including flexible tools to allow connection in more ways, robust security features, app integrations, workflows and much more.
“What some people may have once thought was ‘just another messaging app’ has now become the indispensable digital HQ for hundreds of thousands of customers, connecting their teams, tools and partners in one place.
“To reflect all of that added value and ensure that we can keep investing in innovation, today we are announcing our first price increase since we launched in 2014.”
Slack is also updating its Free subscription service to make it easier for users to try out new features.
MetTel Approved for Operator Connect
Microsoft has named MetTel as a partner for Operator Connect for Microsoft Teams.
As an Operator Connect provider, MetTel will bring Public Switched Telephone Network (PSTN) connectivity to Teams.
The partnership means that Teams customers can select MetTel as an operator and access the MetTel network to call any number worldwide.
Marshall Aronow, CEO of MetTel, said:
“MetTel’s Operator Connect partnership provides the ability to leverage Teams comprehensively for voice services and eliminate redundant phone systems.
“This investment greatly expands and strengthens our UCaaS and collaboration portfolio.”
According to MetTel, the union with Microsoft will give their customers greater service reliability and fast, automated provisioning, with direct support through 24-hour customer service.
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