In today’s evolving business landscape, consistent and effective communication is essential for success in any industry. Teams need to be able to collaborate seamlessly with colleagues across all channels, and deliver support to consumers on their preferred platforms.
Microsoft Teams, with its ability to combine multiple communication channels, with a simple user experience has become the go-to collaboration solution for more than 300 million users worldwide. The versatility of the Teams platform has even prompted many business leaders to integrate their contact center tools into the platform, combining UCaaS and CCaaS.
The only problem? Even with integrations that promise to make Teams an “all-in-one” solution for communications, businesses are struggling to manage their Teams stack. Most have services and solutions they need to align from multiple suppliers, leading to complexity and confusion when managing the entire ecosystem.
That’s where Conversant steps in, with the Conversant360 (C360) platform. This groundbreaking SaaS solution was custom-built to address the complexity problem in the Teams landscape, ensuring companies could finally get the true “all-in-one” solution they craved.
What is the Conversant C360 Platform?
The Conversant C360 platform is the first unified solution for Teams that actively supports companies in managing all of their tools and technologies connected to Teams. It bridges the gaps between contact center and direct routing tools, analytics, and recording systems.
For around 15 years, Conversant has been optimizing and enhancing the Microsoft stack for its clients. It was one of the first companies in the UK to create a specific Teams proposition during the early stages of COVID, and it remains one of the most innovative Teams partners today.
Conversant built C360 after its clients noted the challenges, they were having with managing Teams calling, contact center, and communication tools. Essentially, the solution combines the entire Conversant product set, from Teams calling packages, to social media management, and call recording, with a powerful set of tools for management and reporting.
Most importantly, the solution offers both flexibility and simplicity. It doesn’t just pull the modules and tools businesses need into a single portal, so users only need to log into one area to manage everything. It aligns those tools with in-depth integrations and APIs, so everything works automatically together. This means when users add a feature or user in one part of the ecosystem, they’re automatically added to the others too.
This sets C360 apart from the countless other vendors who promise “all-in-one” experiences, but still require users to log into endless different portals to track everything.
Conversant360 Review: The Modules
At the heart of the Conversant360 platform is a sleek, streamlined dashboard, where business leaders can monitor and manage everything happening in their communication stacks. Users get a complete view of their landscape, from numbers to contact center connections. Plus, they can easily track and respond to different support tickets in the same place.
Within the C360 dashboard, business leaders can evaluate how many licenses they have, alongside usage reports, making it easy to add and remove licenses, based on business data. With this end-to-end solution, businesses can streamline workflows, reduce the complexity of handling various communication platforms, and boost the efficiency of omnichannel communications.
Here are the fully-integrated elements of the C360 solution:
- Teams calling: Designed by Conversant, the Teams Calling solution delivers business voice to the Teams environment through Direct Routing. It comes with comprehensive local, national, and toll-free numbers across 65 countries and 10,000 area codes. Integrated analytics and reporting in the C360 dashboard ensures you can track everything from licenses and calling plans, to SIP channels, numbers, peak calling times, and call quality.
- Contact center: Powered through OEM agreements with Roger 365, one of the most innovative newcomers in the contact center market, the Conversant contact center aligns natively with the full Teams ecosystem. Featuring queue-based pricing for excellent value, the contact center is synched with Conversant’s social media and messaging platforms and Teams calling. The C360 dashboard allows users to manage multiple numbers, call queues, and even social media messages.
- Social media messaging: With the social media messaging module, companies can connect with consumers across channels like WhatsApp, Facebook Messenger, and Twitter (X). In the C360 dashboard, the integrated business intelligence, reporting, and analytical tools allow users to instantly track a host of metrics. You can monitor everything from average response time, to the number of messages received on each channel.
- Interaction recording: Through an OEM agreement with Oak, Conversant brings native interaction recording into Teams, and aligns the service with its full reporting suite, analytical tools, and contact center capabilities. Within the C360 platform, you can easily search for, retrieve, and playback calls based on various variables, and comply with security standards such as PCI, GDPR, Dodd-Frank, HIPAA, and FCA.
The data and reporting component of the C360 platform synchronizes and combines insights from all the contact center, Teams calling, social media messaging, and Teams collaboration tools. At a glance, companies can instantly track call quality across channels, monitor trends, and explore usage statistics. Because the solution wraps comprehensively around the full toolkit, it ensures companies get a single, accurate source of truth for all the communications data they need.
Conversant have also introduced options to do other things within the C360 portal, such as opening up support tickets. You can check what’s happening across your full support environment, and draw data from Conversant CRM tools, all within the same portal.
The Benefits of Conversant360 for Microsoft Users
Designed to be the simplest route to ensuring seamless communications and interoperability across your Microsoft ecosystem, C360 combines intelligence and simplicity. It doesn’t just give companies the opportunity to expand their Teams stack. It also ensures they can seamlessly align and manage all of their technologies, without using multiple different tools.
On a broad level, Conversant closes the gaps between disparate tools and systems in the Teams ecosystem, ensuring everything works in alignment.
Some of the biggest benefits of C360 for companies invested in Microsoft Teams include:
- True technology alignment: While other companies promise an “all-in-one” experience, Conversant goes beyond simply pulling vendors and systems together. It connects these tools on a fundamental level, simplifying management, reporting, and analysis. Employees don’t just get all of the tools they need for customer service, collaboration, and business insights, they get a fully synchronized service, enhanced by end-to-end reporting.
- Technical support: Conversant works with companies on the implementation and configuration process. Their team can help with setting up tools, testing connectivity, and training team members. Conversant offers a variety of packages to suit different business needs, from basic to 24/7 support.
- Flexibility: The modular structure of the Conversant360 platform ensures business owners can leverage the technology they need without restrictions. Using the data they have about usage and licenses, companies can rapidly make changes to their toolkit that enhance productivity, reduce costs, and improve business operations.
- Full omnichannel: Other companies offering “omnichannel” solutions still require companies to leverage different tools, with separate portals and billing systems for things like social media messaging. This isn’t the case with Conversant. All the channels you need are truly aligned, synchronized, and enhanced by the same unified reporting and analytical tools.
- Enhanced insights: Combining powerful interaction recording tools, with reporting and business intelligence baked into the full C360 environment, Conversant helps companies make decisions faster. Companies can quickly access accurate, coherent reports for all of their channels in one dashboard and adapt and manage their solutions in the C360 portal.
Conversant360 Review: The Verdict
Since Microsoft Teams has soared into the spotlight as both a powerful collaboration tool, and a resource for customer service, countless vendors have attempted to create solutions to support Teams customers. However, Conversant has achieved something new, addressing the complexity of an ever-evolving UCaaS and CCaaS solution.
According to CEO of Conversant, Patrick Copping, the demand for Microsoft Teams solutions for unified UCaaS and CCaaS communications has been growing. However, there has long been a gap in the market for a single communications solution from just one provider.
Conversant360 is designed to address this gap, providing organizations with a seamless solution that can adapt to suit any company’s needs. It offers one of the simplest ways to ensure powerful communications within Microsoft Teams. Plus, working with Conversant means companies only need to collaborate with a single partner for all of their needs.
With C360, companies can access unique, customizable solutions, that adapt to changing consumer and business trends. For companies searching for a flexible, scalable solution for business communications, Conversant360 delivers the perfect, modular toolkit.
