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The connected contact centre

A guide to native integration with Microsoft Teams

The connected contact centre

Native integration with Microsoft Teams - all your questions answered

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.

A guide to native integration with Microsoft Teams

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.

Guide to native integration with Microsoft Teams

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However, while Teams does offer basic customer service functionality, it is not a feature-rich contact centre platform. Companies therefore need to integrate Teams with a best of breed contact centre solution, provided by an experienced, Microsoft certified partner if they want to achieve real benefits.

Your guide to native integration with Microsoft Teams

This guide outlines the different integration options available, helping you to understand the alternatives and what to look for when choosing the best approach to maximise the benefits to your business.

Make every customer experience count