Integrating Contact Centres with Microsoft Teams

New Guide: Five reasons to integrate your contact centre with Microsoft Teams

The pandemic has changed the world – and transformed how all of us, including contact centres, work. The rise of digital channels and widespread home working has increased the need for integrating communication and collaboration. So integrating contact centres with Microsoft Teams is now key.

Organisations need to bring remote and office-based employees together. Consequently, they also provide them with the tools and information to work effectively and efficiently, wherever they are located.

Businesses are seeing the benefits of rolling out Microsoft Teams to provide a collaboration and communication backbone across entire organisations.

integrating contact centres with Microsoft Teams

Naturally, that includes the contact centre. This is where Teams can integrate with existing solutions to power effective working. Whether staff are based remotely or in the office. Teams delivers powerful internal and external benefits within the contact centre, helping agents and managers provide better, more efficient customer service.

Greater efficiency and improved customer service

Firstly, Teams empowers agents with all the tools and information they need to work effectively, in one place. Secondly, it also helps reduce response times, while enabling faster, deeper collaboration when answering customer queries. Another benefit is the improved customer service ethic and awareness from your whole business, as more back office staff are drawn into supporting the front line teams. Accordingly, customer satisfaction rises as customers receive timely, more comprehensive responses to their questions. And because agents can handle more calls or other interactions during their working day. And also importantly, happier agents give better service – and stay longer, reducing recruitment and training costs.

This guide highlights the top five reasons why companies should look to integrate their contact centre into Microsoft Teams. See how this can improve communication and collaboration across your organisation and help agents provide even better customer service.

Enable remote and hybrid working.
Integrate the contact centre with the wider business.
Share information to deliver a consistent experience.
Enable a unified approach to operations and reporting.
Drive an improved, more agile and efficient experience.

The rise of Microsoft Teams

Microsoft Teams enables users to access anything from anywhere, on any device. Thanks to its combination of workplace chat, video meetings, file storage and application integration Teams has been central to the business transformation phenomenon. In November 2019 the platform recorded 20 million users. Then between March and June 2020, at the start of the pandemic as businesses started moving staff to work from home, Microsoft Teams saw 894% growth. And Microsoft has managed to retain those users as Teams continues to grow, with a 2023 figure released of 300 million monthly users.

Leverage your investment in Microsoft Teams technology and embrace its phenomenally successful collaboration for your own customer communications.

About Us

We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.