Organizations across the globe are adopting Microsoft Teams to provide a backbone for greater collaboration and deeper communication. Designed to meet the needs of increasingly virtual teams and organisations, it provides a central hub for chat, calls, document sharing and online meetings. With Teams, companies can enable hybrid working and move away from traditional PBX phone systems.  Using more flexible, digital alternatives, means your people can work together in new, multichannel ways.

As they move forward on their Teams journey, organisations understand that integrating it with the contact centre enhances the platform’s value. Bringing Teams into the contact center drives greater efficiency, especially around telephony costs. It also increases flexibility such as by allowing the easier routing of interactions. In addition, integration boosts productivity by allowing agents to handle more calls and bring down average handling time. At the same time it enhances the customer experience through a more joined-up approach.

However, while Teams does offer basic customer service functionality, it is not a feature-rich contact center platform. Companies therefore need to integrate Teams with a best of breed contact centre solution, provided by an experienced, Microsoft certified partner if they want to achieve real benefits.

Your guide to native integration with Teams

This guide outlines the different integration options available, helping you to understand the alternatives and what to look for when choosing the best approach to maximise the benefits to your business.