Digital transformation in the contact center is happening at an incredible rate.
As customer expectations evolve, and workplaces change, companies are embracing more flexible, agile, and scalable solutions for CX. While there are various cloud contact center platforms available to businesses today, many innovative brands are exploring a new opportunity.
By embedding contact center functionality into Microsoft Teams, one of the most popular collaboration and communication tools available, businesses can unlock new benefits. Not only do they get the omnichannel CX features they need to delight and engage customers, but they also have the opportunity to enhance business-wide collaboration and employee experiences.
While Microsoft Teams is an incredible tool on its own, it lacks the analytical capabilities that are crucial to an effective contact center solution.
Wendell Martin, Sales and Support Manager from Landis Technologies says: “Microsoft Teams is a great product that checks a lot of boxes for a telephony and collaboration platform. Having a Contact Center product that integrates well with Teams can make the solution more complete for all users.
If your company is investing in contact center transformation, here are the five main reasons you should consider choosing a contact center solution for Microsoft Teams.
1.Improved Collaboration and Innovation
One of the most compelling reasons to choose a Microsoft Teams contact center is the opportunity to combine your UCaaS and CCaaS technologies, bringing employees closer together. To deliver rapid and intuitive support to a wide range of customers, agents need support from more than just their other customer-facing colleagues.
Frequently, contact center reps need to connect with subject matter experts, specialists from finance, product development, and technical teams, and various crucial business resources. Combining your contact center with Microsoft Teams allows you to create an all-in-one environment for knowledge sharing, collaboration, and innovation.
Teams can rapidly share information about customers and conversations with their colleagues, instantly access insights from crucial members of staff, and pull documents and data from the Microsoft ecosystem. This improved collaboration doesn’t just enhance company culture and agent experiences, it also accelerates call resolution times and minimizes delays.
2. Enhanced Team Productivity and Performance
One of the reasons Microsoft Teams is such a popular tool among businesses today, is that it helps to enhance productivity and efficiency in any workplace. With Teams, employees can access a single-pane-of-glass environment, built for knowledge sharing, creativity, and collaboration. Users can share files and messages with ease, host video and audio conversations and more.
Choosing a MS Teams contact center for your agents means you can give them access to all of the tools Teams has to offer from a productivity perspective. Employees can access to-do lists, SharePoint files, Office applications, and more in one place. It’s even possible to integrate other tools into the Teams ecosystem, such as CRM apps, and ERP systems.
With this unified environments, contact center agents can spend less time jumping between apps to access the colleagues and information they need. This means they have more time to spend focusing on the tasks at hand. Companies can even automate workflows and minimize repetitive tasks for team members, using solutions like the Microsoft Power Platform.
3. Unified Insights and Business Intelligence
Bringing a contact center into Microsoft Teams doesn’t just unify your communication tools, it also helps to bridge the gap between various different types of business data. When you’re managing your omnichannel interactions in Microsoft Teams, you can access insights, call recordings, and transcriptions in the same place as your business performance and employee engagement reports. This makes it easier to connect certain policies and processes to business outcomes.
