CallTower is launching a Microsoft Teams-integrated contact centre, Solgari, to empower the customer experience.
Solgari for Teams is available in the Teams app and promises to advance the contact centre agent experience with complete management within Teams.
William Rubio, CallTower’s CRO, commented:
We are thrilled to offer our customers a fully integrated contact centre solution for Microsoft Teams voice and advanced contact centre capabilities within a single pane of glass. By integrating Solgari with Teams, we are reducing the complexity for contact centre agents who typically manage multiple windows. The single interface will provide agents with easier management of UCaaS and CCaaS, delivering a unified experience within the MS Teams app.”
Solgari offers a Microsoft-certified Contact Centre within the application for Operator Connect and Direct Routing. This Teams integration produces a seamless solution for Teams users, providing powerful features such as call recording, IVR, advanced routing, and omnichannel capabilities, including chat, email and SMS.
Additionally, real-time analytics and reporting tools are included. This allows organizations to optimize their customer interactions and experience within the Teams application setup.
“We are excited to announce Solgari for Teams, a comprehensive all-channel contact centre solution natively designed for Microsoft Teams,” added Solgari’s Chief Growth Officer, Ernest LaBara. “This integration revolutionizes the way businesses communicate, ensuring seamless and efficient interactions through voice, video, chat, and social media, all within one unified platform.”
Solgari’s Contact Centre aims to deliver a cutting-edge offering that can transform how businesses communicate, collaborate and serve customers by leveraging CallTower’s Teams voice platforms. Solgari’s singular portfolio of features and benefits streamlines operations while empowering agents to work more efficiently to deliver exceptional customer service experiences.
“In today’s digital landscape, empowering our users with the ability to communicate effectively across all channels is not an extra perk but an absolute necessity,” LaBara continued. “Solgari for Teams is poised to be a game-changer, setting a new benchmark for comprehensive communication solutions in the era of digital transformation.”
CallTower and Microsoft
Solgari is an expansion of CallTower’s range of Microsoft and Teams-based solutions.
CallTower already provided Operator Connect for Teams and Teams Direct Routing as part of an integrated Microsoft Office 365 Teams experience with global calling plan options.
The company was originally designated Certified Solution Partner status via the Microsoft Cloud Partner Program last year — and was one of the first Microsoft partners to receive the designation. The certification allowed CallTower to provide greater customer success with access to new capabilities and resources.
As well as being a Microsoft Solution Partner, CallTower is a Microsoft Gold Partner, which the business says allows it to offer the best quality monitoring and management services.
CallTower’s 2023 so Far
CallTower has expanded its range of Zoom solutions this year.
In January, CallTower added Bring Your Own Carrier (BYOC) through the CallTower App for Zoom to its portfolio of UCaaS solutions.
The CallTower App for Zoom offered users a single platform that supported inbound and outbound calling through the public switched telephone network (PSTN). The new solution allowed the app to deliver voice connectivity through a geo-redundant voice network because of the BYOC framework via the Zoom Phone Provider Exchange.
In April, CallTower added Zoom Phone to its range of UCaaS solutions.
Zoom Phone was the service’s scalable cloud-based phone system, consolidating its communication and collaboration solutions into one platform, including voice, conferencing, video and messaging. Zoom Phone’s integration with CallTower’s portfolio of contact centre and communications solutions allowed CallTower customers to consolidate multiple business phone systems into a single platform.
CallTower then expanded its Zoom BYOC solution to the EMEA region in May.
Businesses based in many European countries — as well as South Africa and Israel — using CallTower’s UCaaS platform could now access CallTower’s Zoom Phone Provider Exchange offering. This enabled users to use Zoom Phone while preserving their existing phone numbers, service provider contracts, and calling rates with the carrier of their choice.
Aside from its Zoom portfolio, earlier this year, CallTower launched FedRAMP Authorized Webex for government solutions for the public sector earlier this year
By deploying the Cisco framework, CallTower aimed for its government agency and contractor customers to leverage enterprise-level UC and collaboration for improved productivity. Simultaneously, they could deploy stronger, risk-based security involving deeper visibility and automation.
FedRAMP Authorisation was important for CallTower’s Webex experience, with Doug Larsen, VP of Software and Product, CallTower, noting: “With FedRAMP Authorization, mission-critical services will always be available and operational thanks to a resilient and secure Cisco architecture.”
