Size doesn’t always matter. Popularity is not always a measure of excellence.

In fact, in a world in which technological applications are at the heart of pretty much everything we do, users do themselves a service by instead putting functionality and simplicity at the top of their priority list.

Globally – and in particular in the US and Canada – the giant collaboration and communication platform market is dominated, at least in terms of numerical values, by Zoom and Cisco WebEx.

However, currently third-placed Microsoft Teams has much to offer and, with high-level growth predicted going forward, now may well be the time for businesses of all sizes (and their IT service providers) to re-evaluate their options.

Unifying all communication channels is of course key to productivity and efficiency: single, all-in-one-place convenience crucial in any drive to deliver that all-important stellar user experience.

All businesses and service providers need to do is partner with a vendor that has the solution and the expertise to not only put Microsoft Teams at the heart of their communication ecosystems, but also to leverage every bit of its transformational capability.

“Innovative, powerful, and comprehensive communication solutions are transforming the efficiency and productivity of businesses around the world – the trick in maximising their full potential is to be able to integrate them with existing business infrastructures,” says Patrick Copping, CEO at leading Software-as-a-Service vendor Conversant Technologies, whose flagship cutting-edge C360 product integrates seamlessly with Microsoft Teams and which is driving the success of its recent North American expansion.

“The increasingly agile nature of global workforces coupled with the relentless demand for enhanced usability means that businesses empowered by sophisticated, scalable communication tools will do best.”

In the case of Conversant Technology’s C360 solution, it integrates with Microsoft Teams to provide a unified communication platform that encompasses voice, video, messaging, and collaboration tools across multiple channels.

It is built around four core modules:

  1. Teams Calling simplifies external telephony with Direct Routing; replacing an existing phone system with a powerful cloud-based VoIP solution for all internal and external communications.
  2. The Roger365.io Contact Centre module enhances customer interaction capabilities within Microsoft Teams, supporting cohesive management of communication channels.
  3. Social Media Messaging module enables businesses to manage customer interactions on social media platforms directly from Microsoft Teams.
  4. The Interaction Recording module ensures compliance and quality control by recording and storing all Microsoft Teams interactions. From call recordings to transcripts and file sharing, users have peace of mind that everything is secure; in particular financial services, insurance companies, emergency services, retailers and many others with a responsibility to keep customer data safe and for whom reputation is critical.

All these modules are designed to work in tandem, providing a streamlined user experience and powerful analytical tools that offer insights into call volumes, durations, and service quality, to ultimately drive better business decisions.

“Leveraging Microsoft Teams to deploy an omnichannel UC platform like C360 enables your customers to interact with your business through their preferred communication channels – whether it’s voice calls, chat, email, or social media,” says Copping.

“With full CRM integration, your agents will also be equipped with a unified view of customer interactions across channels allowing them to address issues more efficiently, as they have a comprehensive understanding of customers’ histories and needs. With 24/7 accessibility and data-driven insights into customer behaviour, businesses can continually refine their customer engagement strategies for better satisfaction and retention.”

Indeed, the differentiating benefits of C360 is now powering UK-headquartered Conversant’s bold growth. It recently announced the opening of a new office in Toronto, Canada – a strategic move which marks a significant step in expanding its reach into the North American market.

“This expansion is a milestone in bringing innovative communication solutions to North America,” says Copping.

“We are committed to connecting businesses with cutting-edge technology for seamless integration and enhanced productivity. Our C360 platform, particularly tailored for Microsoft Teams, delivers precisely on those aims.”

To learn more about how Conversant can help your and your customers’ businesses leverage the power of Microsoft Teams, visit the website.



from UC Today https://ift.tt/qJfT4H7