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.
Leading certified contact centers for Microsoft Teams even come with access to more in-depth analytical and reporting tools. You might be able to access wallboards for your employees and managers, providing real-time insights into call metrics and queue information. You could leverage sentiment analysis tools, to draw more insights from every conversation.
Plus, access to comprehensive call recording tools ensures businesses can stay compliant with industry regulations, collect valuable data, and pave the way for better training opportunities. Some tools even integrate with Microsoft BI, for an end-to-end view of all your business data.
4. Exceptional Customer Experiences
While upgrading to any cloud contact center solution can help companies to enhance the experience they offer customers, an MS Teams contact center offers some unique benefits. First, employees are empowered to access more of the information they need to personalize customer experiences, from CRM insights, to support from other subject matter experts and employees.
As a flexible communication platform, Microsoft Teams also allows companies to communicate with their customers in various ways, through video, audio, and messaging. Plus, companies can leverage innovative apps and tools within the Microsoft ecosystem to create their own chatbots for self-service support. There’s even the option to leverage Microsoft’s own agent assistant tools, to help guide employees through customer conversations.
With a powerful MS Teams contact center solution, companies can even improve the call queuing experience, experimenting with different queue strategies to ensure every customer is connected to the agent best suited to handling their query. Certain platforms even offer access to advanced features, like callback options, to further enhance satisfaction scores.
5. Access to Agile Innovation
As customer expectations continue to evolve, businesses need to be able to adapt and upgrade their contact center experiences consistently. The flexibility of Microsoft Teams as a platform makes it easy to access new tools and innovations at speed.
Companies can experiment with solutions like Power Apps to create their own intuitive applications for customer service, or automate workflows with Power Automate. Business leaders can create intelligent chatbots and virtual assistants to enhance the self-service experience. Microsoft even offers a range of generative AI solutions in the form of “Copilot” to empower teams.
“The flexibility of Microsoft Teams and Microsoft’s commitment to constant innovation gives businesses incredible opportunities to take advantage of new innovations in the world of artificial intelligence and automation. This not only improves customer service, but helps to reduce operational costs too.” says Wendell Martin, Sales and Support Manager from Landis Technologies.
With an MS Teams contact center, companies can rapidly scale their CX operations, experiment with new solutions, and support evolving teams in the world of hybrid and remote work. This ensures businesses in every industry can stay one step ahead of the competition when it comes to delighting and engaging their audience.
Unlocking the Benefits of an MS Teams Contact Center
Microsoft Teams is already one of the most popular UCaaS platforms on the market, offering a combination of innovation and simplicity. For the 280 million users already accessing Teams today, a MS Teams contact center represents the perfect opportunity to expand and grow.
With an intuitive contact center for Microsoft Teams, companies can align employees, delight customers with unique experiences, and even minimize operational costs.
For more information, visit https://landistechnologies.com/microsoft-teams-contact-center/
