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How contact centres can realise the benefits of Microsoft Teams

By Sara Barker
Thu 14 Oct 2021

It's official: PBX phone systems are out, and Microsoft Teams is ‘in’. If you’re considering a move to Microsoft Teams (or perhaps you’ve moved already), but you’re not sure how your contact centre fits into your new environment.

At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the endless collaboration and communication benefits that Teams has to offer.

Those benefits are just the tip of the iceberg, but they give you a basic idea of why organisations are ditching their PBX phones and ushering in Teams for all their calling, including contact centres.

Some organisations approach major changes to their contact centres with trepidation, and it’s understandable when the lifeblood of their business depends on the continuous, smooth operation of contact centres functions - without any disruptions.

So what is the best way to approach the integration of Microsoft Teams into the contact centre?

Enghouse Interactive is a Microsoft Gold Certified Partner that has worked for Microsoft on communications for more than 14 years.

With the help of Microsoft technologies, Enghouse has worked with more than 600 customers to deploy leading-edge contact centres.

Enghouse states, “With an Enghouse Contact Centre, activity is viewed inside Teams and calls are presented with your usual Teams notifications. As well as all the industry-best contact centre functionality offered by Enghouse, Teams architecture allows contact centre agents to be supported by a wider team that is outside the contact centre. 

“For example, an agent may need assistance from someone in accounts and can now easily bring them into the conversation with the customer via Teams.”

That takes care of the contact centre, but what about front-of-house and reception? 

The company explains, “Receptionists and switchboard operators have the challenge of managing high numbers of calls swiftly and accurately. Providing operators with the tools to identify, prioritise and route these calls professionally, first time and every time is key to creating a professional impression of the organisation.”

Enghouse Operator Console for Teams provides seamless connectivity for staff representing the first point of contact for your business. Enghouse Operator for Teams is a professional call handling solution that leverages Teams’ communication and collaboration capabilities, ensuring that all calls are assisted in a timely and efficient matter. Furthermore, Comprehensive reporting delivers a complete view of all historical engagement with the added option of real-time dashboards.

There has never been a better time to modernise your contact centre and reception with powerful and reliable solutions enabled through trusted platforms like Microsoft Teams.

Talk to Enghouse Interactive – the ultimate partner for your Teams enabled contact centre. Click here for more information.

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