Category

Microsoft Teams

Call Recording with Microsoft TeamsMicrosoft TeamsQuality management, quality monitoring

3 Options to Integrate Call Recording with Microsoft Teams

3 Options to Integrate Call Recording with Microsoft Teams Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities…
Barbara Stuart
January 13, 2023
Microsoft Teams Contact Centre cover imageMicrosoft Teams

Native Teams Contact Centre – The New Era

Anna Stokes, Director of Product Management at Enghouse, talks about the 2022 release of Enghouse’s native Teams Contact Centre. Benefits of a Microsoft Teams Contact Centre Anna, could you outline the primary drivers for organisations who want to move their contact centre to Teams? (more…)
Barbara Stuart
August 26, 2022
Market analysis - writing pen on screenCloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationMicrosoftMicrosoft Teams

Measuring the Value (ROI) of a Microsoft Teams Contact Centre

The recent pandemic forced us into remote working... …Remote working forced many organisations to implement collaboration solutions. …And collaboration solutions brought unforeseen improvement. The rate of the implementation of collaboration and other solutions – which would have not arrived in many organisations for another 8-10 years (or so Gartner and McKinsey estimate) – is what is being called the dramatic…
Barbara Stuart
June 14, 2021
Risk Management image - Microsoft Teams office meetingCloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationMicrosoft Teams

4 Steps to Mitigating Risk in your Teams Contact Centre Migration

4 Steps to Mitigating Risk in your Teams Contact Centre Migration With Teams adoption fast outpacing all other UC and collaboration platforms, more and more businesses are looking seriously at its feasibility for their own needs. If you’re one of them, DON’T leave your contact centre behind! A Teams environment adds huge benefits to the contact centre, arguably even more…
Barbara Stuart
May 25, 2021