In recent years, Microsoft Teams has proven itself to be one of the most versatile and valuable tools for productivity, collaboration, and communication in the digital landscape. Perfectly suited to the age of remote and hybrid work, Microsoft Teams effectively unifies employees across a range of environments with file and screen sharing tools, messaging, video, and audio capabilities.
Companies leveraging the Teams ecosystem have begun embracing the technology not just as a tool for collaboration but also as a comprehensive suite for various forms of communication. Thanks to Microsoft’s extensive partner network, organisations can leverage integrations and apps to expand the functionality of their platform.
Unifying customer experience teams and delivering powerful omnichannel interactions to clients is possible through the right integrations. Today, we’re looking at some of the top certified integrations for Microsoft Teams, which transform the ecosystem into a powerful contact centre solution.
Microsoft Dynamics 365 Customer Service
Building on its growing position in the communications landscape, Microsoft has recently begun unveiling its own tools and platforms specifically designed for contact centre agents. The Dynamics 365 Customer Service platform, built on Microsoft Dynamics, provides access to a range of valuable tools for the contact centre, including case management services, an agent desktop, AI agent assistance, and intelligent routing.
Ready to integrate directly with the Microsoft Teams ecosystem, Microsoft Dynamics 365 Customer Service unifies employees in a shared interface where they can interact and collaborate over amazing client experiences. The solution leverages generative AI capabilities, integrations with the Dynamics CRM environment and more to help any agent deliver more meaningful, intuitive interactions.
8×8
CX and communication software provider 8×8 offers a variety of tools to business owners investing in digital transformation and cloud technologies. The company’s customisable contact centre environment includes all of the functionality companies need to design a streamlined omnichannel ecosystem for customer service. The certified integration for Microsoft Teams allows agents to manage incoming calls within Teams and unify agents with built-in collaboration tools.
With 8×8’s contact centre for Microsoft Teams, companies gain access to tools for reducing abandoned rates and dropped calls, monitoring call quality, and analysing customer journeys. There’s a built-in activity history, support for compliant call recording, and speech analytics services available for teams to leverage too.
Anywhere365
Offering a variety of tools for customer experience transformation, including AI chatbots, voice bots, and personal IVR systems, Anywhere365 helps businesses to embrace digital customer service. The Anywhere365 Contact Center for Microsoft Teams was one of the first solutions in the world to be fully certified for Microsoft users.
Within the platform, users can access voice, email, chat, SMS, and social media solutions, to serve customers across all of the channels they use most. The platform also includes smart routing capabilities to boost the chances of customers reaching the right agent first time around. Plus, end-to-end analytics and reporting capabilities offer behind-the-scenes insights for advanced journey maps.
Competella
Built specifically for Microsoft Teams users hoping to unlock the benefits of Teams for customer service teams, the Competella Contact Center is a straightforward solution for CX. The hunt group solution includes access to a range of functionalities, allowing companies to manage multiple incoming voice queues, multi-lingual welcome and holding messages, and varied call distribution options.
Once embedded into Microsoft Teams, users can leverage the Competella app to answer calls directly from a Teams client or mobile phone with a simultaneous ring. Additionally, the Competella service comes with reporting and analytics tools, providing behind-the-scenes insights into the number of calls answered, the number of missed calls, and even maximum queue waiting times.
ComputerTalk
ComputerTalk produces contact centre and CX solutions specifically designed for companies with existing Microsoft Teams investment. The Computer Talk “ice” contact centre app for Microsoft Teams provides access to call management tools via the Teams Extend direct routing model. This ensures organisations can continue to use legacy technologies within Microsoft Teams.
The ice Contact Center supports omnichannel customer service, allowing users to connect with clients through chat, voice, and video. Historical reporting and real-time monitoring capabilities are included, providing businesses with the metrics they need to make intelligent growth decisions. There are also various enterprise capabilities to discover, like silent monitoring, coaching, and barge-in tools.
ContactCenter4All
Producing contact centre platforms and reporting tools for Skype, Dynamics, and Teams, ContactCenter4All takes full advantage of its relationship with Microsoft. The CC4Teams contact centre solution is available on both the Extended and Connected direct routing models from Microsoft, both offering an all-in-one solution for customer experience.
The offering includes native reporting, with insights into historical reports, as well as real-time metrics and notifications. CC4Teams is also a full omnichannel contact centre solution, allowing companies to connect with customers through web chat, voice, social media, email, and more. The offering even natively integrates with other Microsoft and third-party tools, such as Salesforce, Microsoft Dynamics, and Microsoft Power BI.
Content Guru
SaaS vendor Content Guru produces a variety of technology solutions for modern teams, including customer data platforms, workforce engagement management tools, and services for AI and automation. The Content Guru “storm” contact center is available to access as a native integration with Microsoft Teams, with included screen recording, as well as historic and real-time reporting.
With storm for Microsoft Teams, users can easily transfer customer calls to back-end experts and other team members in seconds, leverage routing tools, and take full advantage of tools for continued compliance and security. The storm VIEW real-time and historical reporting module also provides users with access to an end-to-end platform for monitoring CX metrics, while the storm DTA (Desktop Task Assistant) helps employees to stay productive anywhere.
Enghouse Interactive
Building on a long-standing relationship with Microsoft, Enghouse Interactive has developed a native contact centre solution for Teams users. The solution was one of the first to be certified for use with Microsoft Teams and includes access to a range of features, including advanced routing to help users manage call queues and screen pops for CRM records.
The all-in-one Enghouse Interactive contact centre for Microsoft Teams also features reporting and visibility features, allowing companies to track important performance and satisfaction metrics. Companies can also leverage compliance recording capabilities from Enghouse for Microsoft Teams to ensure they’re adhering to the regulatory guidelines in their space.
Five9
Delivering a range of digital solutions to business owners, Five9’s portfolio covers everything from workforce management platforms with gamification features to agent desktops. The Five9 integrated contact center for Microsoft Teams helps agents to collaborate more effectively when dealing with customer interactions across a range of channels.
Business leaders can access agent-expert consultation solutions with click-to-call functionality and instant communication transfer options. Five9 supports users with a simplified directory to ensure employees can find and connect with the right team members whenever they’re responding to customer queries. Plus, there’s support for skill groups, toll-free conferencing capabilities, and more included as part of the package.
Genesys
SaaS vendor Genesys creates tools designed to empower workforces, with options ranging from workforce engagement platforms to AI and automation software. The Genesys CX cloud, an omnichannel contact centre platform, is available to integrate directly with Microsoft Teams as a certified solution. Users can even choose between using Genesys, Microsoft, or another carrier for their voice capabilities when leveraging the app.
The platform syncs directories between Microsoft Active Directory and Genesys Cloud CX to bridge the gaps between staff members. Additionally, companies can take advantage of call transfer capabilities, compliant recording, and end-to-end CX analytics. There are even tools available for workforce engagement management and AI customer service.
Luware
Cloud technology provider Luware specialises in customer experience and recording tools for business leaders. The Luware Nimbus contact center for Microsoft Teams fully integrates into the Teams platform, providing access to a holistic environment for enterprise communications. Users of the Luware application can take advantage of intelligent routing tools with skill-based call distribution capabilities.
The system also comes with a workflow editor tool, which allows companies to set up and manage the distribution of incoming calls and queries with no coding. Plus, a Power Automate connector ensures businesses can take advantage of no-code automation and integrations with third-party solutions. Businesses can connect everything from CRMs to ticketing software.
Mida Solutions
Specialising in cloud-based, cross-platform technologies, Mida Solutions helps companies to unlock agile tools for unified communications and customer experience. With the Mida Cloud Contact Centre, the company offers clients a turnkey service built for Microsoft Teams, featuring a suite of video and voice applications and unique capabilities.
The suite includes access to an attendant console, fax server, compliant call recording technology, queue management, and automated attendant. Users can also take advantage of in-built actionable analytics and reporting systems, and integrations with existing tools such as Dynamics and Salesforce. The 100% web-based platform is also equipped with industry-level security components.
NICE InContact
With products ranging from journey orchestration technology to digital self-service tools, NICE serves a wide range of use cases in the contact centre landscape. The company supports users on Microsoft Teams with an integrated CXOne solution, built to combine the internal unified communication services used by staff with contact centre solutions.
The integration from NICE can integrate with a range of CRM solutions and third-party apps alongside Teams, and even comes with access to REST APIs. Users can leverage NICE to build customisable workspaces, with directory and presence syncing and carrier-grade voice services available across the globe. Plus, there are opportunities to expand the Teams platform with analytics, recording tools, and AI systems too.
Puzzel
Omnichannel contact centre software provider, Puzzel, has its own certified integration available for Microsoft Teams. The solution aims to keep hybrid customer service and sales agents connected, with an easy-to-access feature set built into the Teams landscape. Directory and presence syncing tools ensure agents can pinpoint the support they need from anywhere in the business environment.
Additionally, the Puzzel add-on supports companies in developing their omnichannel presence, supporting a wide range of communication methods. The flexible software can also integrate with various other tools alongside Microsoft Teams, such as CRM platforms, knowledgebase tools, secure payment systems, and workforce management apps.
Talkdesk
Delivering a multitude of CX and agent empowerment tools to business users around the world, Talkdesk has developed an expansive portfolio of software solutions. The Talkdesk Microsoft Teams contact centre connector allows companies to provide their agents with access to all of the customer service features they need within the Teams platform.
The Direct Routing service allows for seamless transfers between Teams and Talkdesk users, with directory and presence syncing. Companies can also take advantage of automated workflows to keep staff members up-to-date on important information. Plus, business leaders can also access insights from the Talkdesk CCaaS environment within the Teams ecosystem.
Tendfor
Tendfor builds contact centre and attendant console solutions for business leaders leveraging the age of digital customer service. The Tendfor contact centre for Microsoft Teams adds the company’s contact centre and attendant console technologies into the Teams landscape, bringing knowledge leaders and service agents together in one environment.
The solution has its own smartphone app to assist team members in serving customers on the move. Additionally, business leaders can handle and route calls from within the Teams environment without having to load up an additional service. The solution requires no service provider or SBC integration, and can work equally well with both direct routing and Microsoft Calling plans.
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