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Extending Teams into your contact centre: 4 keys to a successful migration

By Contact Centre, Enterprise, Microsoft, Microsoft Teams, Small/Medium Business, Unified Communications & Collaboration

Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments. All of this helps to create a more unified and efficient experience for customers and agents. However, extending Teams into the contact centre requires careful planning if you are to…

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5 areas where Microsoft Teams delivers ROI in your contact centre

5 areas where Microsoft Teams delivers ROI in your contact centre

By Collaboration Tools, Contact Centre, Microsoft, Microsoft Teams, Unified Communications & Collaboration, Video Collaboration

Over last year we’ve seen tremendous growth in Microsoft Teams, with the number of daily users nearly trebling to 115 million between March and October 2020 alone. Extending Teams into the contact centre has the potential to deliver major benefits in terms of agility, collaboration and communication. However, to justify rolling out any new platform or technology, it’s important to quantify…

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How Microsoft Teams underpins hybrid working

How Microsoft Teams underpins hybrid working

By Contact Centre, Hybrid Working, Microsoft, Microsoft Teams, Real-Time Speech Analytics

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff? This hybrid future was the theme…

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How Microsoft Teams builds a collaborative contact centre

How Microsoft Teams builds a collaborative contact centre

By Collaboration Tools, Microsoft

In a fast-changing world, organisations need to transform how they operate, breaking down internal barriers between departments to become more agile. While this was true before the pandemic struck, the subsequent growth of digital channels and the rise of home working has made communication, collaboration and integration vital to every successful business. To power this transformation, organisations are increasingly turning…

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