Microsoft Teams is far more than just the world’s favourite collaboration tool. Over the last couple of years, this powerful ecosystem for communication and knowledge sharing has proven itself to be the ultimate “hub” for the future of work. 

For many companies, the flexibility of Microsoft Teams as a cloud-based ecosystem has opened the door to new ways of empowering teams. Direct routing not only allows for PSTN connectivity but also provides companies with a way of infusing Teams with contact centre functionality, including everything from intelligent IVR systems, to recording.

The storm Microsoft Teams integration from Content Guru is an excellent example of a fully certified and powerful solution for aligning your contact centre with your backend workforce through Teams. 

Content Guru storm for Microsoft Teams Features 

A powerful omnichannel solution for customer communication, “storm” from Content Guru ensures businesses have the tools they need to delight their customers across every channel. With a single blended queue across every avenue of communication, advanced routing, and insightful reporting features, storm upgrades any CX strategy instantly.

Just like Microsoft Teams, storm is also an open and flexible solution, capable of integrating with a host of third-party systems, tools, and services. The solution can also connect with other Content Guru solutions like “brain”, the automation AI toolkit.

Some of the most Significant Features of storm for Microsoft Teams include:

  • Screen and call recording for conversion tracking
  • Real-time and historical reporting
  • Browser-based functionality for access from any device
  • 99.999% reliability and uptime
  • Integration to any third-party or legacy system
  • Complete omnichannel communications with a blended queue system
  • Advanced routing with intelligent matching rules
  • Instant screen pops with customer information for agents
  • Fantastic end-to-end supervisor dashboard
  • High-level enterprise security and controls

Because storm is designed according to open standards, it’s also possible to extend the functionality of your contact centre technology by implementing UC integrations, CRM tools, and WFM solutions within the same convenient Teams environment.

Content Guru storm for Microsoft Teams Benefits

Like many contact centre solutions for Microsoft Teams, storm ensures companies can leverage the full benefits of a truly unified cloud environment for their evolving teams. In a time of remote work and hybrid employment options, employees are distributed all over the world. Aligning front and back-end tools for communication and collaboration can help to synchronise and synergise the team. 

As a fully certified solution for Microsoft Teams, Content Guru storm works seamlessly within the Teams environment, so your employees don’t need any additional training to get started. You can empower teams to achieve a higher level of collaboration while unlocking new opportunities for amazing customer service. Some of the major benefits of Content Guru storm for Teams include:

  • Truly unified communications: Front-end office users on Teams can transfer calls through storm to back-end specialists and subject matter experts. The process works seamlessly and conveniently, to keep every part of your team working well together. Users can also dial external numbers within Microsoft Teams for outbound calls. 
  • Full recording functionality: Whether for compliance or intelligence purposes, comprehensive recording capabilities can be crucial to the success of any team. The storm integration for Microsoft Teams allows for both call and screen recording within the Teams application, for sensational quality control.
  • Extensive reporting: The “VIEW” solution from Content Guru is also included as part of the storm integration for Microsoft Teams, allowing for both historical and real-time insights on all interactions. This technology provides access to a range of sophisticated tools for in-depth analysis on important trends too. 
  • Employee Experience: The storm integration for Microsoft Teams empowers modern employees to accomplish more with access to not only a range of collaboration tools, but all the information they need in the same space. Screen pop functionality is available to bring all the information your agents need to them before they answer any call, and there’s even a “Desktop Task Assistant” to help keep your teams organised.
  • Reliable and Scalable: Content Guru offers phenomenal reliability in the form of 99.999% uptimes and excellent global reach. The solution can also adapt and expand to suit the needs of your company as you grow, with access to a range of tools for more advanced customer experience strategies, including sentiment analysis.

Who Can Benefit from the storm Integration for Microsoft Teams?

The Content Guru storm integration for Microsoft Teams leverages the power of direct routing to ensure your team members can do more when working in their collaboration hub. With the power of storm in Teams, you’ll be able to align your back-end subject matter experts and front-end customer service agents like never before, to boost business outcomes. 

The storm solution within Teams provides access to all of the contact centre tools you need to build a more impactful CX strategy, including intelligent tools like sentiment analysis to help you better understand your audience. What’s more, you can use this service to better empower your hybrid and remote workers too, with a powerful agent environment featuring data-driven insights, and screen pops taken from integrated tools. 

Ideal for companies in search of a completely customizable and scalable contact centre, the storm solution also works well with a range of other tools. Integrations include some of the top workforce management and customer relationship management tools worldwide. 

Content Guru storm for Microsoft Teams

A powerful, open, and flexible solution for combining your back-end and front-end teams, Content Guru helps companies to take full advantage of the Microsoft ecosystem. You can bring your staff members together in more meaningful conversations, while still accessing powerful tools like in-depth analytics, recording, and transcription. 

Thanks to storm’s inherent flexibility, there’s also no limit to the number of additional tools and features you can bring into your cloud environment too.

 

 



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