How to Integrate Microsoft Teams into the Contact Center

Integrate Microsoft Teams and unlock the collaborative contact centre

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How to Integrate Microsoft Teams into the Contact Center
Contact CentreInsights

Published: January 17, 2022

Charlie Mitchell

With contact centers perfecting new, hybrid models, Microsoft Teams has become an ever more common feature within many operations.  

Why? Because it connects people within the business, extends departments to avoid siloes, and empowers the collaborative experience within the company. 

The difficulty is integrating Microsoft Teams within the existing systems architecture. Without this integration, businesses risk Microsoft Teams becoming just another application while agents add yet another system to their workflows. Enter Synoptek.   

How a Microsoft Teams Integration Works

Microsoft Teams provides multichannel capabilities, collaboration spaces, and even cognitive services. Yet, Microsoft does not build technology across the entire business ecosystem. Synoptek fills the gaps. 

Augmenting Microsoft Teams with third-party applications, Synoptek harnesses the Five9 Intelligent Cloud Contact Center to extend unified communications across the business. 

Focusing on the contact center, Synoptek creates a space where calls, messages, and videos enter the Microsoft Teams environment. These contacts then reach the Five9 Intelligent Cloud Contact Center through a private SIP connection. There, the technology identifies the customer before intelligent routing passes them onto the best-placed agent. 

After, the contact center can employ Five9 technology for recording, reporting, analytics, and much more. It is also possible to channel the data – stored within these tools – into a Microsoft Teams dashboard, so it is visible to the CX team, c-suite, and other departments. Such transparency unlocks a unified view of customer experience, driving customer-centricity and unleashing the collaborative power of the contact center. 

Collaboration Accelerates Customer Experience Transformation

“Embedded analytics capabilities and a convenient user interface (UI) not only increase customer journey understanding but also extend the reach of the service function,” says Greg Walker, practice leader at Synoptek. Doing so makes everyone collectively responsible for CX. 

Such a goal requires process and culture changes too. Yet, integrating Microsoft Teams with the contact center is the enabler.  

An executive report by consultancy CX Effect identifies three more methods in which the collaborative contact center can bolster CX: 

  1. Adopt a digital mindset; 
  2. Balance the use of AI and human support; and 
  3. Manage the technology architecture 

Synoptek’s approach allows the contact center to achieve each objective. Firstly, agents may seamlessly switch between channels to escalate customer conversations. Leaders may also further digital transformation with Five9’s self-service tools, which automate simple, transactional contacts. 

These tools include the Five9 Intelligent Virtual Agent. Microsoft Teams also offers AI-enabled services for agent-assist. In combination, contact centers can find a happy balance of AI and human customer support. 

Finally, by integrating UC and contact center solutions, Synoptek enables connections with the reception, back-office, and other departments. The systems architecture of the contact center then streamlines business processes through collaboration and bolsters CX by seamlessly transferring customers to the right skill group or team of agents. 

Enhancing the Agent Experience Too

Consolidating UC and the contact center, as well as developing an advanced feature set, through a Microsoft Teams integration not only improves CX but agent experiences too.  

Take the agent dashboard as an example. Now, with a side-by-side interface, reps may access the capabilities of Microsoft and Five9 on one screen. 

Although the Five9 tools provide most features, agents may search for subject matter experts (SMEs) through Microsoft Teams, understanding who is and is not available without switching applications. 

Through the Microsoft Teams client, SMEs receive notifications that reps require assistance. They can then click “accept”, support agents and deliver better service experiences.   

Again, this showcases the power of the collaborative, customer-centric contact center. 

CX Transformation Starts in the Contact Center

Adopting a collaborative approach is crucial to quickening CX transformation projects. 

Encouraging CX leaders to connect the business and pivot towards customer-centricity, Forrester suggests: “Start thinking of CX as a team sport, and tap alliances to accelerate your transformation!” 

With a Microsoft gold partner like Synoptek – which harnesses industry-leading CX tools – companies can speed up transformation through such collaboration. 



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