Intermedia has added contact centre functionality to its Intermedia Unite for Teams Advanced solution, which it says makes it the first in the industry to embed UC and CX capabilities directly within the Microsoft Teams platform.
Expanding on Intermedia's Unite for Teams Advanced, Intermedia says that adding advanced contact centre capabilities now turns Microsoft Teams into a unified platform for both UC and CX. This upgrade allows businesses to seamlessly manage voice, chat, SMS, and email interactions within Teams while maintaining its native collaboration features, including meetings, team chats, and group discussions.
Irina Shamkova, Chief Product Officer at Intermedia, commented:
Our fully embedded UC and CC solution for Microsoft Teams now empowers businesses with a powerful combination of advanced communication and customer experience capabilities - all within the familiar Teams environment they already use every day. With the addition of Contact Center functionality, we're enabling businesses to elevate both employee productivity and customer engagement in a single, integrated platform."
More Specifics On The Updated Solution's Feature Set
Intermedia suggests that its enhanced UC and CC capabilities transform Microsoft Teams into a powerful comms hub.
With omnichannel support, businesses can manage voice, chat, SMS, and email within Teams, seeking to ensure seamless customer interactions. Enterprise-grade calling features encompass over 100 tools like call queues, hunt groups, monitoring, and voicemail transcription, while SMS-enabled numbers help reduce call volume and enhance engagement.
AI-powered tools offer sentiment analysis, real-time summaries, and performance evaluations to help agents and supervisors improve service quality. Global connectivity includes unlimited calling to 33 countries, with what Intermedia says is a 99.999 percent uptime SLA, plus failover to Intermedia’s mobile or browser app if Teams experiences downtime.
