A guide to native integration with Microsoft Teams

Maintaining connections in a hybrid world

Organisations across the globe are adopting Microsoft Teams to provide a backbone for greater collaboration and deeper communication. Designed to meet the needs of increasingly virtual teams and organisations, it provides a central hub for chat, calls, document sharing and online meetings. With Teams, companies can enable hybrid working and move away from traditional PBX phone systems.  Using more flexible, digital alternatives, means your people can work together in new, multichannel ways. It’s no wonder that by January 2022 there were over 270 million monthly active users of the platform.

As they move forward on their Teams journey, organisations understand that integrating it with the contact centre enhances the platform’s value. Bringing Teams into the contact centre drives greater efficiency, especially around telephony costs. It also increases flexibility such as by allowing the easier routing of interactions. In addition, integration boosts productivity by allowing agents to handle more calls and bring down average handling time. At the same time it enhances the customer experience through a more joined-up approach.