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Hybrid working in a Cloud Contact Centre with Microsoft Teams


Hybrid working in a Cloud Contact Centre with Microsoft Teams

A real-life success story presented by Microsoft, Hitachi ABB Power Grids, and Enghouse Interactive

In this webinar, we discuss how businesses can extend their Microsoft Teams collaboration environment to the contact centre facilitating secure hybrid working practices and distributed teams in the New Normal.

Ron Palinkas, Head of Customer Connect for the Americas at Hitachi ABB Power Grids, explains how Enghouse Cloud Contact integrated with Microsoft Teams gives them a single unified contact centre platform that supports optimal agent utilisation and workload balancing across the globe based on technical expertise and language skills.

This enables Hitachi ABB Power Grids to flex to changing customer needs and achieve operational efficiency and visibility within the entire organisation.

hybrid working


Theodora Malmström, Customer Success Product Marketing Manager, Microsoft
Theodora Malmström

Customer Success Product Marketing Manager, Microsoft

Ron Palinkas, Head of Customer Connect – Americas, Hitachi ABB Power Grids
Ron Palinkas

Head of Customer Connect, Hitachi ABB Power Grids

Jeremy Payne, VP International Marketing, Enghouse Interactive
Jeremy Payne

VP International Marketing, Enghouse Interactive

Watch on-demand

Learn how to:

  • Create a modern, collaborative workplace with Microsoft Teams
  • Integrate your contact centre with Microsoft Teams
  • Support your agents in the new remote and hybrid work environment
  • Become more secure, agile and efficient by moving to the Cloud
  • Master the challenges of the migration
  • Benefit from collaboration across your entire business


The format was an engaging discussion between Theodora, Ron and Jeremy led by questions from the moderator. The panelists joined via webcam.

Further Reading

Inner Circle Guide to Contact Centre Remote Working Solutions

Tips on costs, time scales, and managing the motivation and performance of homeworkers. Plus how to ramp up self-service and digital channels to handle increases in contact volumes and absence.


Quick Guide to Remote Working for the Contact Centre

Guidance on equipment and software needs, access and security considerations, planning recommendations as well as ways to ease the transition for your customers and helpful tips for your staff.


Blog: Optimising for Contact Centre Remote Working

The pandemic forced many companies to switch to remote customer service overnight. Now, those initial systems and hasty processes will need to be replaced or updated with more robust capabilities.


Whatever your ‘new normal’ is now, we understand that many of the hurried homeworking workarounds are starting to creak. If you’re searching for a robust, feature-rich solution to support your remote workforce longer-term – we’re here to help.