Microsoft Teams has rapidly become the central hub for productivity in the age of hybrid work. Connecting employees from the field, in the office, and throughout the remote landscape, Microsoft Teams ensures everyone can stay on the same page, wherever they are.
Part of the reason for Teams’ incredible success in the new age of work, is the flexibility of the platform, which supports companies in bringing their preferred communication tools into the Microsoft ecosystem. Through Direct Routing and Operator Connect countless companies have already transformed their Microsoft Teams investment into a UCaaS solution.
Now, with 8×8 Contact Centre for Microsoft Teams, companies can access a certified solution for customer service through Teams too.
Let’s take a closer look at 8×8 Contact Centre for Microsoft Teams
8×8 Contact Centre for Microsoft Teams: Features
Designed by industry-leading communications company, 8×8, the 8×8 Contact Centre for Microsoft Teams is a fully certified integration for the Teams application. The solution can quickly and effectively equip sales, service, and support agents with a full suite of omnichannel contact centre tools, within their existing Teams environment.
With 8×8 Contact Centre for Teams, companies can align their UCaaS and CCaaS environments easily, leveraging a new level of collaboration for CX specialists. You can accept incoming calls and make outgoing connections with your customers, empowering contact centre employees anywhere in the world to accomplish more with their day-to-day tasks.
Not only do you get a comprehensive contact centre, but you get an opportunity to break down the barriers between the contact centre and the rest of your workforce.
Features include:
- Full integration to the Microsoft Direct Routing ecosystem
- Unlimited voice calling across 47 countries
- Allow users to accept incoming calls within Microsoft Teams
- Empower agents to manage customer interactions capture call details
- Analytics and tracking for crucial call metrics
- Full activity history
- Proactive self-service options
- Intelligent routing
- Speech analysis throughout the contact center
- Regulatory compliance support with 8×8 call recording
8×8 Contact Centre for Microsoft Teams: Benefits
According to 8×8, the fully certified 8×8 Contact Centre for Microsoft Teams allows supervisors and managers to stay one step ahead of changing customer expectations, with complete digital and voice support, intelligent routing, and self-service options.
With your contact centre embedded into the existing environment where team members already spend the majority of their time, you can empower teams, deliver better omnichannel supports for customers, and maintain a full overview of your contact centre environment with analytics. At the same time, you also get the peace of mind that comes with 8×8’s premium global voice services. Some of the major benefits of 8×8 Contact Centre for Microsoft Teams include:
- Improved agent collaboration: With the contact centre from 8×8 built into Microsoft Teams business leaders can empower agents to collaborate with the rest of the business, seeking out expertise quickly, when they need it most. You can also foster better communication between contact centre agents, to potentially resolve customer queries faster, and more creatively.
- Powerful business insights: End-to-end reporting and analytics throughout the contact centre make it easier to improve decision making in the business. You can analyse 100% of calls with speech analytics, and use performance metrics to determine which of your team members need the most help, even when they’re working remotely. Reports also offer behind-the-scenes insights into opportunities to improve CSAT scores.
- Enhanced user experience: With 8×8 Contact Centre for Microsoft Teams, IT specialists don’t need to worry about managing any downloads or installs. You can use your Teams environment as the ultimate single-pane-of-glass for communications, and provide your team members with a simpler, more unified experience at work.
- Exceptional reliability and compliance: 8×8 offer fantastic voice quality for global users of the Contact Centre environment, with connections across 47 countries, and phenomenal uptime rates. You’ll also have access to compliant call recording features to ensure you stay up-to-date with the guidelines in your industry.
- Boosted productivity: With your knowledgebase information, contact centre, and team members all located in the same place, it’s easier to boost team member productivity and performance. Business leaders can even use intelligent routing to make sure the right calls reach the correct agents first time.
Who Could Benefit from 8×8 Contact Centre for Teams?
The 8×8 Contact Centre for Microsoft Teams is a flexible solution for empowering agents in an evolving sales, service, and support environment. As companies become increasingly distributed, this integration for Microsoft Teams allows leaders to build all-in-one environments for communication.
Combining your UCaaS and collaboration tools with your contact centre helps to bridge the gap between customer service agents and the other specialists available throughout your workforce. This leads to better problem resolution for your customers, as well as more engagement for your contact centre workers.
The easy-to-use and convenient 8×8 environment is specially designed to make the most of the Microsoft Teams ecosystem, and comes with all of the security and compliance features today’s business leaders need to thrive in an omnichannel landscape.
8×8 Contact Centre for Microsoft Teams: Verdict
If your company already has a strong investment in the Microsoft ecosystem, and you’re using Teams to keep your employees connected and collaborating, the 8×8 Contact Centre for Teams could be perfect for you. Available to suit a range of business sizes and budgets, this flexible contact centre can scale with your team, and adapt to the challenges of remote and hybrid work.
With 8×8’s support, you can build a comprehensive contact centre, operational across a range of channels (including voice, SMS, and social media), to strengthen your relationships with your target audience. At the same time, the collaborative back-end of Microsoft Teams helps to boost the bonds between your employees, wherever they are.
