The Collaborative Contact Centre Microsoft Teams Playbook
Microsoft Teams and the Contact Centre
With Work from Home (WFH) expected to become the cornerstone for online retailers, healthcare support organizations, and customer support and service organizations of all types, across all industries, high-performance collaboration tools are the only way to achieve that.
It is not only because more staff now work from home, or because video meetings will allow a reduction in travel costs and personal health risks– it is because, having used these tools, organizations recognize such benefits as presence visibility, notifications, team workspaces, video, conferencing and screen sharing.
The combination of Teams with the Enghouse Interactive Customer Experience portfolio creates an easy-to-use, highly flexible, and cost-effective contact centre that enables organizations to deliver a seamless and comprehensive collaboration experience to all users.
As Teams quickly evolves (building on the strengths of Skype for Business) it enables organizations to intelligently manage all contact centre interactions – phone calls, voice messages, email, SMS, chat, social media – using the familiar Teams interface along with all its collaboration options to:
- Increase Revenues with prioritization of high-value customers
- Improve Agent Engagement with its intuitive interface, enhanced tools
- Track Productivity with real-time, visual dashboards
- Benefit from Intelligent Skills-Based Routing that improves first call resolution (FCR)
- Use MS Dynamics CRM to improve customer responsiveness and agent productivity
- Leverage Teams Direct Routing for integration of existing voice networks
