As the demand for an innovative CCaaS and UCaaS combined environment grows, more companies are looking towards Microsoft Teams to power internal communication. As a result, many CX technology providers are developing integrations that allow contact centres to embed Microsoft Teams into their existing ecosystems.
Through Operator Connect, Direct Routing, and other partnerships with Microsoft, a host of leading contact centre providers are offering direct links to Microsoft Teams. Today, we’re going to look at some of the most innovative vendors that do so.
Anywhere365
Microsoft launched a certification programme for Teams contact centres in May 2020, in which Anywhere365 was a global launching partner. To achieve this accolade, Anywhere365 developed an innovative solution that leverages the voice capabilities of Microsoft Teams.
But, that’s not all. The solution also enables direct routing to agents and subject matter experts (SMEs) through Microsoft Teams. Aywhere365 augments the following interaction with its contact centre offering, which includes call recording, real-time translation, reporting tools and much more.
8×8
8×8 is one of the most versatile and innovative CCaaS vendors on the market for a host of reasons. The company’s approach to contact centre technology has captured the attention of countless companies over the years. Around one million business users across 160 countries are already reliant on 8×8 for omnichannel contact centre functionality today.
8×8’s Microsoft Teams solution combines state-of-the-art contact centre functionality with skills-based routing, analytics, and all the convenient features of Microsoft Teams. Users can even choose between voice and omnichannel contact centres. 8×8’s Microsoft Teams solution is one of the highest-rated on the market today.
Talkdesk
A leading provider of contact centre technology, Talkdesk is a major competitor in today’s CX world. The company offers a wide range of CCaaS solutions, including a connector for Microsoft Teams, which allows companies to combine their internal teams and external contacts. The solution brings UCaaS and CCaaS together with notifications directly via Microsoft Teams.
With Talkdesk’s connector for Microsoft Teams, companies can streamline their internal communications while ensuring a better all-around customer experience with end-to-end context. You can even set up automated real-time alerts for agents.
Content Guru
Content Guru provides a certified solution for Microsoft Teams that supports the modern workforce. The offering brings Microsoft Teams functionality together with storm, which offers the entire contact centre stack. Combining back-end and front office collaborative tools, Content Guru’s offering for Microsoft Teams is ideal for modern brands committed to delighting their target audience.
The unified storm and Microsoft Teams ecosystem ensures companies can access end-to-end reporting, recording, and even live availability insights for agents. Harnessing these capabilities allows companies to build fantastic engagement amongst the employee and customer population.
Genesys
Global innovator in cloud customer experience and contact centre technology, Genesys has recently expanded its partnership with Microsoft through a native integration. Microsoft Teams and Genesys Cloud CX are completely integrated, allowing for an end-to-end productive experience. Contact centre agents can collaborate with any employee using teams, enabling quick and effective resolutions to customer queries.
The Genesys and Microsoft Teams solution strengthens the potential of companies in a wide range of CX environments. With more access to collaborative tools on the back-end, even hybrid and remote agents can work more effectively in today’s digital landscape.
NICE inContact
The NICE inContact solution for Microsoft Teams is a pre-built integration between Teams and CXOne, enabling the company-wide collaboration that improves CX. The UC and contact centre integration provides full contact centre controls and links Teams contacts with subject matter experts (SMEs) across the company.
The easily-accessible solution is ideal for boosting first call resolution (FCR) and customer satisfaction (CSAT) scores, and it’s easy to implement too. NICE inContact offers a fully certified solution for Microsoft Teams, and it has a range of other apps for Teams, including NICE InContact compliant recording.
Five9
Simplifying the Microsoft Teams Contact Centre journey, Five9 and Microsoft Teams work hand in hand on enhanced customer experience opportunities. With Five9’s integration for Microsoft Teams, companies can easily connect their agents and give them the support they need to offer meaningful outcomes to an evolving target audience.
Agents in the Five9 and Microsoft Teams ecosystem can instantly see when experts are available and reach out when they need to collaborate on complicated issues. The solution also allows users to seamlessly move calls from Microsoft Teams into a toll-free environment.
Enghouse Interactive
Certified by Microsoft Teams, the Enghouse Interactive collaborative contact centre offers seamless back-office support for front-line agents. Offering a comprehensive landscape where team members can leverage specialist help and seek out assistance in seconds, it’s easier for companies to increase efficiency and build better business outcomes
The Enghouse contact centre solution with Microsoft Teams was one of the first to pass the certification requirements of Microsoft Teams contact centre certification programs. The solution is fully vetted and approved, meeting Microsoft’s highest contact centre integration standards.
Verint
Verint’s offering for Microsoft Teams focuses on a specific part of the contact centre environment. The Verint Interaction Recording tool for Microsoft Teams is a secure and integrated compliance recording service. The technology captures, stores, and even assists with the analysis of Microsoft Teams voice calling, alongside video conferencing, chat, and even screen sharing interactions.
This intelligent technology from Verint assists regulated organisations from many verticals in accomplishing their goals when it comes to regulatory compliance recording. The application is offered as part of the Microsoft AppSource ecosystem, as it’s fully approved for the Microsoft Teams landscape.
Final Thoughts
As more companies investigate the benefits of connecting unified communications functionality with contact centre solutions in Microsoft Teams, the number of innovative brands in this area will only expand. Check back here for more insights into the most innovative brands going forward.
