In recent years, Microsoft Teams has evolved from a simple solution for enhancing workplace productivity, into an all-in-one toolkit for the hybrid and remote work. Brimming with solutions to help companies preserve teamwork, enhance knowledge sharing, and boost inclusion in the new age of work, Teams has now the virtual work hub for thousands of brands.
As businesses continue to shift more of their processes into the cloud, integrations with the Teams platform are becoming a popular way to consolidate the technology stack. Today, organizations can work with a host of certified partners in the Microsoft ecosystem, to transform Microsoft Teams into not just a UCaaS platform, but a CCaaS solution too.
Today, we’re looking at just some of the certified contact centre integrations companies can consider if they want to leverage CX opportunities within the Teams ecosystem.
1. Microsoft Dynamics 365 Customer Service
Offered either as a standalone solution from within the Dynamics product portfolio, or as an add-on for Microsoft Teams, the Dynamics 365 Customer Service platform is an all-in-one CCaaS solution. The product comes with a host of capabilities to simplify and enhance both employee and customer experiences. Users can leverage built-in collaboration tools with Teams, intelligent routing, AI agent assistance, and case management features, all in one platform.
With this toolkit, companies in the Microsoft ecosystem can leverage analytics and reports to optimise service operations, and meet customers on a range of channels. There are also tools for developing intelligent self-service solutions with bots and virtual assistants.
2. 8×8
With modular solutions for CPaaS, UCaaS, and the contact centre, 8×8 provides business leaders with a customisable toolkit for crucial conversations. With the 8×8 Contact Centre for Microsoft Teams, companies can leverage all of the benefits of the 8×8 ecosystem for CX, within the Teams platform. The solution combines global reach and reliability with omnichannel communication methods.
Alongside a range of call control options and routing tools, 8×8 customers can take advantage of valuable customer and employee insights, targeted coaching tools, and quality management services. The 8×8 contact centre for Microsoft Teams works natively with the Teams environment allowing service representatives and agents to collaborate on powerful customer experiences, anywhere.
3. Anywhere365
Building on a strong relationship with the Microsoft brand, Anywhere365 uses Direct Routing technology to bring contact centre capabilities into Teams. The omnichannel solution supports conversations across chat, email, voice, SMS, social media and more. Plus, there are built-in tools available for accessing integrations with IoT devices, and chatbots.
With Anywhere365, organizations can utilize smart routing capabilities, and use Azure AI bots to process routine customer interactions. Timeline and Power BI reporting tools also ensures teams can capture, analyse, and archive recordings throughout the customer journey. Businesses can even create automated workflows with the zero code Anywhere365 Dialogue Studio.
4. Competella
An Enghouse company, Competella offers a complete contact centre and CX platform built natively on Microsoft Teams. The Communication Suite includes solutions for attendants and contact centres, as well as complementary office user services. The communication suite transforms Teams into a platform for call handling, with director search, presence, and calendar integrations.
Companies can manage conversations with fully integrated queuing and media control. Plus, there are built-in analytics and reporting services for tracking crucial metrics. The Competella Communication suite is available as both an on-premises solution, and a multi-tenancy cloud platform, with support from a network of system integrators and cloud partners.
5. ComputerTalk
Communications vendor, ComputerTalk, built its Microsoft Teams contact centre to assist businesses in bridging the gap between UCaaS and CCaaS technologies. ComputerTalk supports companies making the transition into the cloud landscape, as well as though with on-premises and legacy technologies. The platform comes with insightful service metrics, offered by the iceMonitor platform.
Companies can also use the ice contact centre on Microsoft Teams to connect with customers across any channel. With end-to-end consulting available from the deployment and configuration team, organizations have the freedom to design their Teams contact centre to address their specific employee and user requirements.
6. ContactCenter4All
Focusing on the rising demand for Microsoft Teams experiences, ContactCenter4all built the CC4Teams contact centre, available through the Connected and Extended direct routing model. The solution provides businesses with a single app, one-screen solution for managing customer interactions across any channel, as well as real-time reporting and analytics.
Companies can use CC4Teams to create dashboards and keep remote teams on track with KPI thresholds and notifications. The omnichannel contact centre solution also integrations with a host of channels, from social media to WhatsApp. Other features include call recording and transfer applications, skill-based routing, and CRM integrations.
7. Content Guru
With applications and platforms to support all aspects of the communication technology stack, Content Guru serves businesses around the world. The storm contact centre, certified for Microsoft Teams, combines the Teams landscape with an omnichannel environment where organisations can connect with and support their customers in any environment.
The unified solution includes both call and screen recording for compliance and analytics, as well as historical and real-time reporting. Plus, with the storm DTA (Desktop Task Assistant), employees can access data-driven insights when delivering guidance to customers. The storm solution promises 99.999% uptime reliability, and limitless scalability with global connectivity options.
8. Enghouse Interactive
Customer experience company, Enghouse Interactive, delivers numerous solutions for businesses looking to digitally transform their approach to customer experience. The Enghouse Interactive contact centre for Microsoft Teams provides organisations with a collaborative omnichannel ecosystem for customer service, with built-in analytics and reporting capabilities.
Within the platform, users can access advanced routing tools, to help direct customers to the right agent first time around, as well as screen pops connected to CRM records. The Enghouse offering can also be enhanced with a range of additional tools from the brand, such as call recording and quality management apps, and the Enghouse Attendant Console.
9. Five9
With numerous products available for workflow automation, workforce management, and agent desktop development, Five9 has a strong focus on the CX landscape. The Five9 contact centre for Microsoft Teams provides businesses with access to a range of tools to boost consumer interactions, such as click-to-call collaboration and a consolidated directory.
The collaborative ecosystem includes presence information, automatic redirecting for calls, and intelligent conversation routing. There are tools to help organizations rapidly transfer calls to the right department, as well as solutions for recording, monitoring, and analytics. Plus, companies can leverage a selection of add-on features from Five9 for workforce management and engagement.
10. Genesys
Another contact centre vendor investing in the Microsoft Teams landscape, the Genesys solution for Teams is built to natively align with the features of Microsoft’s collaboration app, to unify and empower teams. The solution supports omnichannel customer service, allowing agents to interact with customers across any channel with both inbound and outbound calling.
The Genesys contact centre also comes with access to reporting and analytics tools, search and presence features, and an integrated directory. Companies can choose to take advantage of the Genesys cloud routing and artificial intelligence capabilities offered within their CCaaS platform too. Plus, there’s the option to connect any voice carrier to the service.
11. Luware
Luware provides companies with a wide variety of tools for customer experience management, including enterprise routing applications, workflow editors, and intelligent IVR technologies. The Luware contact centre platform is available to access within Microsoft Teams, with omnichannel communication capabilities, custom dashboards, and voice transcription services.
Companies can also utilize Luware’s technologies for call recording and storage, infrastructure monitoring, and building intuitive attendant consoles. With personalised dashboards, business employees can access all the information and tools they need to rapidly look up business information and transfer calls within Teams, without having to switch to a different app.
12. Mida Solutions
The Mida C3 contact centre for Microsoft Teams is a custom turnkey solution designed to help agents manage customer conversations across a variety of channels. Microsoft Teams users leveraging the platform can efficiently access a range of call management capabilities, including one-click transfers, intelligent routing options and automated workflows.
The certified solution promises high security, reliability, and efficiency, as well as various tools to assist businesses in addressing common CX problems. Users can access WhatsApp messages and email plugins, with chat recording services. The solution integrates with a range of CRM tools, and is also certified for visually impaired operators.
13. NICE InContact
Known for its wide range of CX and employee experience tools, NICE InContact offers a native and certified contact centre integration for Microsoft Teams. The CXOne Teams integration supports directory and presence syncing, and allows organizations to develop customised workplaces for their hybrid and remote employees.
NICE customers can also take advantage of a range of additional services and solutions from the brand, such as call and screen recording tools, AI routing capabilities and automatic call distribution. There are also tools available for automation via RPA, workforce intelligence, workforce management, and customer journey analytics and reporting.
14. Puzzel
An omnichannel cloud contact centre solution built to integrate seamlessly with Teams, Puzzel’s CCaaS offering aims to improve cross-team collaboration. The solution keeps hybrid teams connected with embedded directory syncing and presence features. Agents can also leverage integrations within Microsoft Teams to access information from knowledgebases and CRM technologies.
The Puzzel Contact Centre for Microsoft Teams supports interactions across a variety of channels, with secure, global connectivity options. Puzzel’s technology is designed to be easy to use across any device or channel, allowing organisations to empower hybrid and remote workers. Plus, the company offers end-to-end advice and support for organisations transitioning into Teams for CCaaS.
15. Talkdesk
Committed to consistently updating their CX service offerings, Talkdesk is a company with a strong focus on the contact centre, employee, and customer experience. The Talkdesk Microsoft Teams connector integrates communications throughout the business environment, to keep employees unified in a single pane of glass. The solution promises secure call routing and management, via direct routing, and comes with built-in analytics and reporting tools.
Companies can also keep their team members up to date with the latest changes in customer sentiment and experience with automatic alerts. Talkdesk allows brands to take advantage of AI, automated workflows, and other innovative technologies to reduce their total cost of ownership, and improve customer satisfaction.
16. Tendfor
Supporting companies with both Operator Connect and Direct Routing solutions for Microsoft Teams, Tendfor offers contact centre and attendant console capabilities to businesses around the world. The API-based solutions are built within the Microsoft 365 native cloud topology, and integrate with a host of other apps and services accessible through the Microsoft platform.
Tendfor’s contact centre for Microsoft Teams supports professional queuing and routing strategies, with full mobile phone support, and advanced Exchange and calendar integrations. Users can also access personal auto attendants and automated workflows within the platform. The web administration portal also allows teams to set up IVRs and configure wallboards using a modern interface, or leverage interactive statistics.
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