Three contact centre experts discuss how contact centres can harness Microsoft Teams to improve customer service experiences
Microsoft Teams connects the contact centre, extends its reach into other departments, and drives collaboration across the business.
As such, it not only enables better contact centre communication – which is critical in the “new normal” – but allows the function to create alliances for the good of CX. Understanding this, many cloud contact centre providers now augment their solutions with Microsoft Teams.
In this edition of the CX Today roundtable, spokespeople from three of these industry-leading technology vendors join us:
Sharing their insights into how contact centres can best exploit the power of Microsoft Teams, our expert panellists answer a series of frequently asked questions (FAQs).
Stokes: When implementing a Teams enabled Enghouse Contact Center, companies take advantage of leading CCaaS and UCaaS systems built to interact seamlessly.
As a result, contact centres can harness the powerful collaboration tools within Microsoft Teams. Workplace chat, video meetings, and shared file storage facilitate a seamless remote working experience.
Kramer: It saves time and money. With an entire workforce working from Teams’ single pane of glass, some customers report saving up to 50 seconds per conversation. That is huge!
Teams also introduces a new paradigm for business communications. It enables companies to spread contact centre capabilities and deliver them to every Teams user across the entire company
Enabling everyone to become the “contact centre” at particular points of the customer journey is helpful to drive more value from its customer insights.
Amedume: Company-wide collaboration, even if virtual, is the pillar of a functioning working environment and helps to deliver better customer and agent experiences.
By helping employees access experts anywhere from everywhere, Microsoft Teams enables a vital knowledge source to support agents during calls. In doing so, it simplifies and streamlines the agent experience.
Supporting chat, video, call meetings, and document sharing on a single platform, the solution also unifies communication and drives collaboration, especially in hybrid-working environments.
Stokes: When the entire business uses Teams, the contact centre enjoys unprecedented communication opportunities.
As such, many facets of the agent experience improves, complementing CX. For example, agents can:
Also, conferencing with other users, sharing resources, and updating materials in real-time streamlines agent experiences and increases morale.
Why is this good for CX? Because happy employees = happy customers. A cliché, but it is a cliché for a reason.
Kramer: Our Microsoft Teams solution enables enterprises to speed up customer queries through collaboration, saving time for the company and its customers.
Also, using Teams as the backbone for customer conversations makes it easy to funnel requests from an IVR or voicebot to the right team, agent, or self-service solution.
After all, with Microsoft Teams, companies can take omnichannel communication capabilities and route customers through to the optimal resolution pathway.
Amedume: Microsoft Teams embedded functions make it easy to share critical customer insights with other departments. In doing so, CX teams can build a unified view of CX, which paves the way for the modern, connected enterprise.
In addition, the solution enhances contact centre conversations. Agents have easy access to helpful resources and SMEs without leaving the application or navigating multiple applications. Again, this lowers handling times and enables seamless customer service experiences.
Microsoft Teams also supports personalised service by not locking data in silos. With this information at their fingertips, agents can tailor calls to the individual customer.
Stokes: Both have their place. A Dynamics 365 proposition provides the extra ability to add voice to the CRM system controls. For a business that only requires standard contact centre applications, this is perhaps enough to satisfy their needs.
But most businesses are looking to drive customer engagement by harnessing additional contact centre capabilities – such as workforce management software, speech analytics, and process automation.
For larger enterprises, choosing a provider that offers an array of such technologies and combines these with the collaboration features of Teams is likely the best way forwards.
Kramer: Currently, there are three significant differences between Dynamics 365 Customer Service and a Microsoft-native offering from Anywhere365.
Firstly, Dynamics 365 Customer Service currently only offers a limited number of channels, whereas most markets – especially enterprise-level – demands an omnichannel product
The second difference is that mature contact centres cannot rely on the functional specifications or the robustness of the current Dynamics 365 offering. The timings for many parts on the roadmap are doubtful, and for some other components, there is no clear roadmap whatsoever.
The last point is that deploying, configuring and supporting a Dynamics 365 contact centre requires the involvement of Dynamics 365 partners, some of which lack understanding of how contact centres best operate.