Contact Centre for Microsoft Teams
Navigating the pathway to the future of customer contact
As the world of work continues to evolve, and teams become increasingly distributed, organisations have the challenge to align their ‘customer contact’ solutions. Add to that the growing expectations of customers and a general perception that customer contact experiences are poor – 45% of customers believe that customer service is worse than 3 years ago.
Contact Expectations
increasingly customers want to be dealt with on their own time and by their channel of choice.
Flexible Working
Support flexible working practises with a contact centre solution that enables employees to work from anywhere, yet still remain fully connected and compliant.
Managing Performance
From waiting times down, a lack of access to analytics is hampering improvement.
Poor Quality Interactions
Be that low quality automation systems not understanding requirements, through to poor ‘human agent interaction how do you ensure your contact centre ecosystem serves customers efficiently and effectively.
Cost Pressures
Finding a cost effective solution to customer contact that delivers requirements cost effectively.
PRODUCT OVERVIEW
Microsoft Teams Contact Centre Solutions
We know Teams inside out and we partner with industry-leading Microsoft-certified cloud Teams Contact Centre specialists to ensure we have a solution to suit all Teams Contact Centre use cases. Our architects are experts in integrating contact centre into Microsoft Teams be it with our own Teams Direct Routing service, or with other Microsoft Enterprise Voice solutions.
Not only are we able to help you add the technology, but we’ll also manage the full end-to-end project from systems architecture and planning through to legacy systems removal or integration and then on to user training and onboarding.
Harness Microsoft Technology for Seamless Customer Contact
Make Teams both your home for collaboration and your home for customer engagement. We work with the very best Microsoft Teams Contact Centre vendors to cost-effectively deliver and support your customer contact requirements. Your Teams Contact Centre can either be built on Resonate’s Teams Direct Routing platform – or integrated with your existing solution.
We look at your business, current technologies and customer contact needs such as reception / attendant console, internal help desks and customer-facing contact centres before aligning you to an appropriate customer contact solution
Many call routing requirements can be built directly in Teams by Resonate engineers and you can manage call queues in Teams, view real time analytics and set up integrations, plus we can deliver fully featured contact centres in Teams with:
Advanced Call Routing
Full Agent Feature Set
Virtual Agents, Automation & AI
Omni-channel
Compliance Recording
Work Anywhere
Reporting & Analytics
Integrations
Our Certified Microsoft Teams Contact Centre Partners
Cisco Webex and Microsoft Teams Integration
Want the best of both worlds? You can keep the security and functionality Cisco and benefit from the universal collaboration of Microsoft Teams as Resonate Engineers, are also experts at deploying Cisco Webex Contact Centres and ensuring their integration into Teams
Excellence for Anywhere 365
Resonate are a Partner of Excellence for Anywhere 365, Microsoft’s first Teams-accredited contact centre. Anywhere365 Dialogue Cloud omnichannel contact centre manages and reports on customer dialogues from initial contact to final resolution. Using voice, chat, email, social media, video or bots; customers can effortlessly engage over the communications channels of their choice.
Our Solutions Architects are experts in delivering, supporting and customising Anywhere 365 contact centres to meet our customer’s needs, using integrations, apps, automation, analytics and AI.
Certified Luware Nimbus Partner
As Luware’s largest UK partner, we’re experts in delivering, embedding and supporting Luware solutions. Luware offers Teams native advanced routing and contact centre products built to manage call handling directly in Teams for increased performance and response times.
Webex Contact Centre
Designed and built from its foundation as a cloud solution, Webex Contact Centre’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud with the trust and security that Cisco is known for.
- Global Scalability
- Omni Channel
- Flexible, customisable platform
- Digital to human engagement driven by AI
- Actionable customer insights
Resonate architect’s, as experts in both Webex contact centre and Microsoft Teams, can design and deliver an integrated solution combining the best from these two market leading vendors.
Microsoft Teams as a Contact Centre – using Teams Premium, Teams call queues app and add-ons
In many use cases, such as internal or informal call centres Resonate can help you set up and manage Teams calls and queues. We can also automate Teams call queues and deploy cost effective enhanced functionality that bridges the gap between Teams and a formal contact centre.
CX Analytics for Microsoft Teams
Drive improved service levels, customer satisfaction, and operational efficiency through having access to real-time wallboards and historic analytics including dashboards, reports, and insights embedded directly within Microsoft Teams
Identify calling patterns, pinpoint bottlenecks, and optimise call management with comprehensive call reporting for Microsoft Teams.
CX Integration – CRM Integration with Microsoft Teams
This add on provides integration to over 200 popular business systems and CRM applications, meaning that agents working in Microsoft Teams without contact centre licences can enjoy similar timesaving tools and productivity gains.
Caller Preview
View caller details, before the call is answered
Contact Searching
Search the contact directories
Contact Data
Quickly locate data related to the contact e.g. tickets, cases, activity records and emails.
Contact Pop
Add Contact / Account
Call history and Missed calls pop up
Activity Logging and addition of notes
Click-to-Dial
Impacts of a Contact Centre Transformation
Let Resonate experts help you to deliver a ‘right sized’ contact centre solution to drive enhanced customer and employee experience
- Reduced call wait times through triaging low complexity calls to AI agents/ automated self self-serve
- Enhanced ability to process complex enquiries with intelligent routing, integrations and AI getting the calls to right agent and surfacing information to aid resolution
- Empowered and supported agents – with analytics, recording and sentiment analysis to build better experiences
- Optimised customer journey – through visibility of advanced and real times analytics
- Cost savings, through flexible and scalable models that optimise licensing
Why Resonate?
- Competitively Priced – with the best feature and licensing model match from our vendor partners
- Flexible & Scalable – our vendor’s cloud-based services are hosted in data centres all around the world ensuring resilience and rapid global scalability, with business changes able to be made instantly by business owners
- Tailored – Resonate’s experts can take vendor ‘out of the box’ functionality and tailor it to meet needs of your business, with integrations, automation, advanced analytics and AI
- End to End Service Expertise – with our extensive knowledge of Microsoft Teams , voice telephony and contact centre, we can design, deploy and manage all elements – be it SBC configuration, SIP trunking, direct routing, or apps automation and AI
See how we saved Mazda $1.8M USD with a Teams Contact Centre
Resources
Get the latest information on Microsoft Teams, Power Platform and the world of UCC in our resources area
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