Today’s contact centres are evolving. The days of cluttered rooms filled with phones are disappearing, making way for an environment where conversations can happen anywhere, through any platform. Most contact centres in this new landscape operate through a wide selection of tools. CCaaS, or Contact Centre as a Service systems, provide these contact centres with easy, scalable technology.
In some cases, these cloud-based offerings also offer easier integrations with existing business tools. For instance, there’s a rising demand in the landscape for contact centres that work well with platforms like Microsoft Teams. For many companies, Microsoft Teams is becoming the must-have hub for business communication.
A CCaaS service that includes access to Microsoft Teams combines the front-end and back-end communication worlds in the contact centre. The question is, which service do you choose? Today, we’ll be looking at SCB Global OPTO4Teams and Geomant Contact Centre for Teams, to help you make your decision.
Geomant Contact Centre for Teams Features
Geomant created its Teams contact centre as the ultimate cloud solution for Microsoft fans. You get a seamless contact centre experience, using the client you already have for Microsoft Teams. This solution empowers front-line agents with a more immersive collaborative approach.
The Buzzeasy platform from Geomant comes with support for all channels, including SMS, voice, WhatsApp, email, Facebook messenger, web chat, and more. Features include:
- Smart voice and digital routing
- Segmentation and AI support
- Proactive research to find customers
- Easy omnichannel management
- Critical app connectors for CRM systems
- 360-degree journey insights
- Self-service with bots and AI
- Performance monitoring with Power BI
- Fully customisable API-first design
Buzzeasy is a full-service contact centre solution for Microsoft Teams, with web call-back and in-queue features, self-service, multichannel conversations, SMS campaigns, and so much more.
SCB Global OPTO4Teams Features
OPTO4Teams responds to the growing demand for true contact centre facilities within the Microsoft Teams environment. Up until now, Microsoft Teams hasn’t had the best solutions available for true call management, particularly when it comes to providing excellent customer service.
SCB Global ensures that businesses can get a full overview of all of the information they need about a customer or a sales journey. Features include:
- Complete contact centre offering
- Worldwide inbound numbers
- Inexpensive call packages for international destinations
- Omnichannel support for WhatsApp, SMS, social media and more
- Call recording
- Artificial intelligence
- Call queuing and routing
- Immediate transcription
The OPTO4Teams package delivers an intelligent and scalable cloud contact centre service for Microsoft Teams users. Employees can easily access messages from SMS, social media, WhatsApp, and email, within Microsoft Teams.
Geomant Contact Centre for Teams vs. OPTO4Teams: Experience
Both Geomant and SCB Global provide today’s business leaders with a new way to take their Microsoft Teams experience to the next level. Building on the functionality and easy accessibility of Microsoft Teams, these tools allow organisations to build a single pane of glass for communications.
Buzzeasy, the service from Geomant, makes it quick and convenient for companies to improve their workflow. The self-service and chatbot options take some of the pressure off agents, while voice and digital channel alignment make it easier to track information. There’s in-queue and web call-back functionality to improve customer experience. Plus, real-time analytics ensures that team members can see their performance levels instantly.
The 360-degree customer journey overview provided by Geomant for Teams makes it a perfect accompaniment to companies mapping customer experience. At the same time, SCB Global also offers solutions to improve experience for both employees and customers. The full native team package complements the existing technology from Teams.
With OPTO4Teams, organisations get fully compliant call recording capabilities, worldwide inbound number solutions, and reduced call packages to international destinations. The updated contact centre features allow for an omni-channel experience for the agent to receive messages in SMS, WhatsApp, and social media, without having to jump between applications. Extra AI tools also ensure that customers reach the right agents with routing and queuing components.
Geomant Contact Centre for Teams vs. OPTO4Teams: Security
Both Geomant and SCB Global provide today’s businesses with an omnichannel contact centre add-on for their Teams solution. This simplifies the workflow for today’s agents by reducing the amount of time they spend jumping between apps. It also means that security teams have a better overview of the entire customer and company journey.
Geomant’s Buzzeasy platform builds on the ways that companies connect with customers, through a secure solution that covers everything from Skype and WhatsApp, to Facebook messages. Geomant believes that security and compliance are crucial to any effective business strategies for remote or cloud-based contact centres.
To improve performance, Buzzeasy also comes with full power BI reporting, real-time analytics, and wallboards for gamification. Teams can even embed extra functionality not their service using connectors for Microsoft Dynamics, and tools like Salesforce. SCB Global also believes that security and performance are crucial to today’s contact centres.
Particularly in a world where remote working is becoming more crucial, SCB Global offers a fully compliant service that combines a company’s cloud phone services with Microsoft Teams. Advanced functionalities include in-depth operator controls, disaster recovery, and advanced reporting. OPTO4Teams also offers MiFID PCI compliant recording for calls.
According to SCB Global, the CCaaS offering provides all the features and capabilities businesses need to improve team experiences and open the door to a better work/life balance.
Geomant Contact Centre for Teams vs. OPTO4Teams Verdict
If you want to combine your contact centre solution with all the benefits of Teams, then both OPTO4Teams and Geomant Contact Centre for Teams are great choices. These solutions provide high-quality business phone solutions, in an environment where agents can feel empowered.
Geomant’s Buzzeasy is a great choice for anyone who wants to monitor staff performance, access app integrations, and boost their chances of stronger customer experiences. The API-first architecture makes this tool a highly flexible system within CCaaS.
The OPTO4Teams solution is a fantastic and secure service for businesses taking their contact centre into the cloud. MiFID PCI compliance, in-depth controls, and disaster recovery allow for greater peace of mind.
