Resonate believes its Microsoft Teams contact centre offering is the clear winner in a head-to-head comparison with traditional contact centres.
In a series of blog posts and its contact centre eBook, Resonate has publicised the reasons to switch from on-premises contact centres to Teams.
Resonate is a Microsoft Teams partner and certified partner of multiple Teams contact centre specialists, including Anywhere365 and Luware.
Harkirat Degun, Product Director at Resonate, said: "The tides aren't just changing; they have well and truly changed to make on-premises contact centres a thing of the past.
"Customer service agents and sales representatives are now part of distributed workforces dealing with complex issues and needing the latest and greatest unified communication solutions to stay connected to co-workers.
Certainly, Teams has been very successful in recent years, with Teams user numbers reaching over 270 million.
These users will have been drawn in for one of a number of Teams features and functionality, but Resonate has been advocating, in particular, the Teams connected contact centre.
Harkirat continues: “Customer communications require next-gen solutions. The genius of Teams is it can provide the ultimate internal and external communication and collaboration platform rolled into one.
"Some people worry they will need to continue to use a legacy PBX when they move to Teams, but as a reputable Microsoft partner, we can provide an all-in-one UCC and contact centre solution."
There is already a growing movement for companies with on-premises hardware to switch to cloud-based systems, which this debate would fall into.
Moving to the cloud is just one of a wide range of reasons Resonate has found to choose the Microsoft Teams connected contact centre over a traditional contact centre.
Benefits of Teams Contact Centres
Here are seven reasons Resonate has found to ditch traditional contact centres in favour of Teams.
UCaaS and CCaaS: Microsoft Teams includes capabilities of cloud-based unified communications systems and can be extended to also include contact centres. Employees can communicate and collaborate, share files, track each other's statuses, and more. With a contact centre added into the Teams setup, agents can more easily connect with their colleagues while attending to customers. A traditional contact centre would not be able to offer the same unified communications experience to contact centre agents.
Work from Anywhere: As Teams is a cloud-based solution, it supports hybrid and remote working businesses. In contrast, a traditional contact centre would not offer the same flexibility to its workers as they rely on expensive on-premises equipment.
Increased Productivity: Employees using traditional contact centres would need to flick between applications to access the various productivity tools they need, such as customer data in a CRM. Teams, on the other hand, allows integrations from Salesforce and other vendors, along with a suite of its own productivity tools.
Innovations: Microsoft Teams and connected contact centres are SaaS products which means the latest features are continually being added over time ensuring they stay a cut above the rest; something that is more complicated with legacy, on-premises contact centres as feature releases are less frequent and follow complicated update processes.
