For many people, the first thing they do when they start their laptop in the morning is launch Microsoft Teams. Teams is the central hub where we collaborate, communicate via chat, share documents, hold meetings and manage our tasks. And if you're using Teams Phone, it's also where you make your calls. With 320 million active users and more than 90 million utilizing Teams Phone (as of Dec. 2023), it's clear that organizations are moving away from outdated phone systems to embrace Teams Phone on a large scale.
With Teams Phone, you use a single application for both internal and external calls without needing other apps or devices. This means you don’t need to share your personal mobile number, as your business line is connected to your Teams app. This allows you to be available on your mobile, without revealing your private number.
Another advantage is that you’re accessible even when you’re not in the office. Going on holiday? You can easily forward your calls to a colleague, ensuring you remain undisturbed during your time off. In a earlier blog we spoke about all the Teams Phone functionalities.
While Teams Phone provides a great foundation, it’s not always enough for organizations. Often, more advanced telephony features are needed, such as those required for a reception desk or a customer service platform that offers insights into queues, waiting times and average call handling times. By adding a Contact Center for Microsoft Teams, you bring all these advanced features into your Teams environment.
A Contact Center in Microsoft Teams allows the integration of various communication channels such as WhatsApp, webchat, Facebook Messenger and Twitter. This means all incoming communication can be managed from one central location. The main advantage is that customers can choose their preferred method of communication, while for employees, it makes no difference which method the customer uses.
Integrating your Contact Center into Teams eliminates the need for an additional system. The result? More efficient use of time and more focus on the customer. Managing all communication channels from a single platform not only saves time, but also improves the quality of service.
Another major benefit of a Contact Center in Teams is its connection to the CRM system. When a customer reaches out, you instantly gain insights into their information. With one click, you have access to details such as previous contact moments, open tickets and ongoing orders. This allows employees to quickly and efficiently respond to customer needs
With real-time reporting capabilities in a Contact Center for Teams, you get detailed insights into customer behavior and employee performance. You can see which communication channels customers prefer, the topics they contact you about, the duration of calls and peak times. These insights help you optimize staffing schedules and make your customer service more efficient.
Microsoft Teams is an integrated system that’s accessible on any device, anytime. Whether you’re working from home, the office, or abroad, you can always access your work, contributing to overall efficiency.
When implementing a Contact Center for Teams, we carefully consider the specific needs of your organization. We’d love to discuss how we can provide the best possible solution for your business.
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