Product Overview

Use Teams to manage your call routing

We know Teams inside out and we partner with a carefully selected range of industry-leading Microsoft-certified cloud contact centre specialists to ensure we have a solution to suit all Teams Contact Centre use cases. This has given us significant experience in integrating contact centre and advanced routing with our Teams Direct Routing product, as well as 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.

Business Challenges

As the world of work continues to evolve, and teams become increasingly distributed, organisations have the challenge to align their ‘customer contact’ solutions with this new way of working.

Integration

Contact Centre agents need to work with Teams and other business systems, such as CRM, to enable them to deliver a totally seamless customer experience.

Omnichannel

All the popular communication channels need managing in one place, giving customers the choice of how they would like to interact with the business.

Low maintenance

Keep costs to a minimum with a solution that leverages, Microsoft investment is easy to manage and requires limited IT Admin support.

Hybrid working

Alter working practices to embrace hybrid working with a contact centre solution that enables employees to work from anywhere, yet still remain fully connected and compliant.

Our Service

We look at your business, current technologies, call routing and customer contact needs such as receptions, internal help desks and customer-facing contact centres before aligning you to an appropriate customer contact solution.

Many advanced routing requirements can be built directly in Teams by Resonate engineers and we can offer Voice Tools to manage these. Plus we work with the very best Microsoft Teams Contact Centre vendors to cost-effectively meet your requirements. As part of this process, we can either deploy Resonate’s direct routing solution - Voice for Teams - or integrate with your existing solution.

The Result

A ‘right sized’ contact centre solution with ‘service wrap around’ delivering high-quality inbound and outbound voice with a range of other options:

  • The best feature and licensing model match from our vendor partners
  • Solutions that meet with your needs for compliance call recording, data or policy management.
  • Tailored solution to suit the specific needs of your business, covering areas like integrations and advanced reporting, intelligent routing, low code integrations, customised Power BI reporting and Teams certified solutions
  • Almost all legacy solutions can be integrated to work alongside your new Teams environment, or we can support your end-to-end migration needs.
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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.

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Certified Luware Partner

As a certified partner of Luware, we’re experts in delivering and supporting Luware Nimbus. These are fully embedded native Teams Advanced routing and Contact Centre products which are built to manage call handing directly in Teams for increased performance and response times. 

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Call Recording

Resonate will assess your recording and compliance requirements and advise on solutions as part of your Anywhere 365 or Luware deployment, or if you have standalone requirements, we can add AudioCodes Smart TAP 360 for recording and capturing business interactions across all devices and modalities in Microsoft Teams.

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Resources

Get the latest information on Microsoft Teams, Power Platform and the world of UCC in our resources area

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