Product Overview

Turn Microsoft Teams Into a Fully Featured Contact Centre Solution

Resonate are proud to partner with an industry-leading cloud contact centre specialist. We have significant experience in integrating their contact centre, advanced routing and recording products with our Voice for Teams product as well as other Microsoft Enterprise Voice solutions. We can help you with adding the technology, but with the full end-to-end project from systems architecture and planning, through legacy systems removal or integration to user training and onboarding.

Contact Centre Agent

A completely cloud-based contact centre platform that integrates seamlessly with Microsoft Teams. Contact Centre Agents can use Teams as a single application for both internal and customer communications. Bespoke workflows, real-time and historical reporting and skills-based routing increase Agent performance without leaving the Teams application. Additional information, such as customer data, can provide the Agent with context before picking up the call. One of the few Contact Centre platforms for use with MS Teams certified by Microsoft, giving customers the confidence to commit to their Teams strategy.

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Advanced Routing

Add advanced call queueing, reporting and advanced routing capability to Teams. The solution is ideal for organisations that don’t require a fully-featured Contact Centre, but need routing and reporting functionality over and above that which is available natively within Teams. Seamlessly integrating with and certified by Microsoft for Teams, Advanced Routing adds significant value to your Teams estate.

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Attendant Console

Receptionists and Switchboard Operators have been commonplace for many years in the world of legacy telephony. They are often the first point of contact for customers, so professionalism is essential. Attendant Console brings this technology into the 21st Century while integrating seamlessly with Microsoft Teams. Callers can be professionally and efficiently transferred to their desired recipient using the Global Address List (GAL). Simple and intuitive features such as one-click transfers, drag and drop and user presence availability, improve the experience of callers and customers.

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Recording

Legal and regulatory obligations in many industries require organisations to record and store communications for a defined period of time. This could include all voice calls (both internal and external), Instant Messages, video calls and screen sharing within Microsoft Teams. Certified by Microsoft for use with Teams,  the system we use is the go-to solution for many regulated industries. 

Teams Call Recording

Resources

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

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