Migrating to a Native Microsoft Teams Contact Centre: Watch on-Demand

Watch this on-demand webinar that breaks down how contact centres can integrate with Microsoft Teams

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How to Migrate Your Contact Centre to Microsoft Teams 1
Contact CentreInsights

Published: October 28, 2022

John Flood

John Flood

In 2021, Metrigy surveyed 395 companies, across 39 verticals, in 11 countries located in North America. 70 percent of those businesses used Teams.

Further research from Statista suggests the platform will have around 270 million global users before the end of 2022. That is nearly double the number of users since 2021.

Such statistics highlight just how prevalent Microsoft Teams is, underlining its status as the UCaaS platform of choice across the business landscape and throughout the world.

Unfortunately, Microsoft’s contact centre platform is still in its infancy, lacking many of the native tools of a stalwart player.

As such, the option to converge the platforms, simplify the CX stack, and connect the contact centre with the broader enterprise often goes amiss.

Enter Enghouse. The veteran customer contact provider is a Microsoft Gold partner and offers one of only a handful of natively certified Teams contact centre integrations.

To discover more about how Enghouse is supporting the Microsoft Teams contact centre of tomorrow, don’t miss out on its upcoming webinar: The Latest Look at a Microsoft Teams Contact Centre

In November 2022, Anna Stokes, Director of Product Management at Enghouse Interactive, introduced:

  • The latest native Microsoft Teams Contact Centre from Enghouse Interactive.
  • Recent enhancements to its architecture.
  • The benefits of enabling Microsoft Teams for the contact centre.

Why Consider a Native Microsoft Teams Contact Centre?

As noted, Microsoft Teams boasts an extensive global footprint. As such, the platform is already familiar to many employees, making it an easy transition within many operations.

Additionally, many contact centres will benefit from the seamless connections to subject matter experts (SMEs) outside their ordinary remit. These SMEs can share critical information to resolve the most complex customer conundrums.

Meanwhile, by giving SMEs access to advanced contact centre functionalities, they can not only help resolve customer queries but benefit too from new customer insights and knowledge sharing. As such, Teams enables true enterprise collaboration.

This is vital. Why? Well, as Shervin Shaffie, Principal Technical Specialist at Microsoft, recently told CX Today:

“A contact centre can’t be an island.”

Instead, by harnessing a native Microsoft offering, like that offered by Enghouse, the contact centre can become the cornerstone of the enterprise, collaborate, and drive the voice of the customer (VoC) across the organisation.

Moreover, it opens operations up to possible integrations within the wider Microsoft suite, which includes journey orchestration, cognitive tools, and CPaaS through Azure.

For all these reasons, more businesses are looking for contact centre platforms that integrate with Teams, connect the enterprise, and set themselves up for future success.

Watch the On-demand Webinar Now

Enghouse is one of the first vendors that offers native Microsoft Teams contact centre integration.

As such, it boasts a wealth of knowledge and works with contact centres to deliver the solution that truly works best for them.

To pick up on some of this expertise and learn how to best deploy Microsoft Teams in your contact centre, visit this page.



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Brands mentioned in this article.


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