Microsoft Teams & the Contact Centre


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Microsoft Teams & the Contact Centre: Collaborate to Innovate

As IT and business leaders increase their focus on improving the customer experience (CX), they’re exploring productivity-enhancing applications and integrations that provide competitive advantage. One area garnering much attention is integration of unified communications and contact center platforms.

The trouble is, most unified communications and collaboration platforms do not have contact centres, and not all contact centre providers offer team collaboration.

Case in point: Microsoft. More than half of companies use Microsoft Teams already - the most widely used of all competing tools. However, Teams is not a contact centre solution, so even though it excels at enterprise employee collaboration, it doesn’t foster collaboration with customers. By integrating Teams with existing contact centre platforms, companies can improve employee and customer engagement—and ultimately, your business metrics.

In this webinar, Nemertes president Robin Gareiss and Jacki Tessmer, VP, Product Marketing, Enghouse discuss the benefits and challenges of integrating Microsoft Teams with contact centre solutions. You’ll learn:

  • The value companies find when they integrate unified communications, team collaboration, and contact centre
  • The deployment trends for team collaboration, and why organisations prefer to integrate with Teams vs. adding new applications
  • The type of business improvements you can expect, in terms of revenue increases and customer rating improvements
  • Key considerations when selecting a contact centre and CX application partner

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.

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