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Guide/Report/White paper

Integrating Contact Centres with Microsoft Teams

The pandemic has changed the world - and transformed how all of us, including contact centres, work. The rise of digital channels and widespread home working have increased the need for integrating communication and collaboration. Integrating contact centres with Microsoft Teams is now key.

Organisations need to bring remote and office-based employees together. Consequently, they also provide them with the tools and information to work effectively and efficiently, wherever they are located.

Businesses are seeing the benefits of rolling out Microsoft Teams to provide a collaboration and communication backbone across entire organisations. Naturally, that includes the contact centre. This is where Teams can integrate with existing solutions to power effective working. Whether staff are based remotely or in the office. Teams delivers powerful internal and external benefits within the contact centre, helping agents and managers provide better, more efficient customer service.

The rise of Microsoft Teams

Thanks to its combination of workplace chat, video meetings, file storage and application integration Microsoft Teams has been central to this transformation.  It enables users to access anything from anywhere, on any device. Latest figures show that Teams had reached 115 million daily active users in October 2020 – nearly three times the 44 million users it had in March.

Greater efficiency and improved customer service

Firstly, Teams empowers agents with all the tools and information they need to work effectively, in one place. Secondly, it also helps reduce response times, while enabling faster, deeper collaboration when answering customer queries. Accordingly, customer satisfaction rises as they receive timely, more comprehensive responses to their questions. And because agents can handle more calls or other interactions during their working day. Most importantly, happier agents give better service – and stay longer, reducing recruitment and training costs.

5 reasons for integrating contact centres with Microsoft Teams

This guide highlights the top five reasons why companies should look to integrate their contact centre into Microsoft Teams, improving communication and collaboration across the organisation and helping agents provide better, more efficient customer service.

Find out how integrating contact centres with Microsoft Teams can help you.