How to Develop Microsoft Teams based Contact Centre Strategy

Microsoft Teams for the Contact Centre

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How to Develop Microsoft Teams based Contact Centre Strategy1
Contact CentreInsights

Published: January 11, 2021

Rebekah Carter

One of the most popular tools for UCaaS in the current landscape, Microsoft Teams helps more than 115 million daily active users to connect and collaborate. With Teams, employees and business leaders have access to an immersive collaboration tool that combines calling functionality with video conferencing, file sharing, and productivity tools.

The value of Microsoft Teams as a central component of business productivity means that companies are searching for more ways to get the most out of their Microsoft investments. That means that the demand for extra solutions, like Microsoft Teams contact centres, are growing. The question is, how do you ensure that you deploy the best solution?

Step 1: Find the Right Partner

The first step in developing and deploying a Microsoft Teams Contact Centre solution, is finding the right partner for your contact centre functionality. Through direct routing and APIs, there are various companies that can deliver an immersive Microsoft experience. The key to success is finding a brand that not only offers the features you need, but excellent skills too.

A good vendor will be able to provide a natively integrated Microsoft Teams solution built through years of direct experience with Microsoft. Ensure that your vendor can help you make the migration to Microsoft Teams at a time and pace that suits you, with options for customisation when necessary.

Step 2: Explore the Features

Make sure that the features available from your Microsoft Teams contact centre match the demands of your employees. To do this, you’ll need to assess which solutions your team members use every day. Do they need a full collaborative solution on the back-end where they can communicate with other staff members? Are you looking for recording and security features available alongside your Teams integration?

A good vendor of Microsoft Teams contact centre solutions will be able to help you tap into all the best features of Microsoft Teams as a leading UCaaS system, while also adding new capabilities. If you have special requirements for things like recording and analytics, then this is the time to discuss those needs with your vendor.

The key to success is ensuring hat your employees can access all of the features they need remotely on Microsoft Teams, just like in the traditional contact centre. This includes having a full strategy for security and privacy, as you will be managing customer data.

Step 3: Roll Out Slowly

Once you’ve got all the features you need in place to ensure employee productivity, security, and consistency, you can begin to implement your migration to Teams at a pace that suits you. It’s often a good idea to start with some early adopters that can test out the functionality and explain it to other employees if they have any issues.

An initially slow roll-out process will also help you to figure out if there are any security issues before you deliver your Teams contact centre to your employees, and whether any additional training is necessary.

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