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What is a Microsoft Teams Native Contact Center?

by Nicole Robinson | Published On August 25, 2023 | Last Updated May 13, 2024

In today’s dynamic landscape where customer expectations are constantly evolving and technological advancements like AI are reshaping how businesses operate, the contact center space stands at the forefront of this transformation. As customer preferences are shifting, organizations are looking to stay ahead of the game by enhancing their contact center with Microsoft Teams.

With the help of Microsoft Teams, organizations can deploy modern contact center solutions that streamline customer interactions and leverage cutting-edge technology to enhance service delivery. 

A Microsoft Teams native contact center is a contact center solution that is built on Microsoft Teams. It allows businesses to provide exceptional customer service and support through a variety of channels, including chat, voice, email, and more.  

Let's dive into the key benefits of adopting a Microsoft Teams contact center and the different integration models available. 

Benefits of Using a Microsoft Teams Native Contact Center

Microsoft Teams call centers offer numerous benefits, including:

  • Simplicity: Microsoft Teams is a familiar and easy-to-use platform. When integrated with a contact center, agents can manage interactions within a single, unified interface. These interactions are captured in reports across the entire customer journey, all while leveraging Microsoft Teams’ familiar interface. 

  • Enhanced Integration: Using a Microsoft Teams native contact center means your organization can leverage other Microsoft products, such as Dynamics 365, Power BI, Power Apps, and more. These tools allow businesses to get a holistic view of their customers' journey and make better decisions about how to serve them. 

  • Data-Driven Insights: With analytical tools provided by Microsoft Teams and other Microsoft investments, users can track performance metrics, monitor productivity trends, and gain actionable insights to drive informed decision-making 

  • Cost Savings: Organizations looking to deploy a contact center solution can do so by building on their existing Microsoft Teams infrastructure. Leveraging Microsoft Teams for a business’ contact center needs enables cost savings through streamlined operations and optimized resources. 

  • Security & Compliance: Safeguarding customer information and other important data is paramount. Microsoft Teams adheres to industry standards and offers compliance features to help protect customer data. With data encryption, multi-factor authentication, and compliance certifications, organizations can operate their contact center securely. 

  • Continuous Innovation: With Microsoft’s commitment to research and development, Microsoft Teams users benefit from enhancements to their contact center, thereby elevating the user experience and increasing productivity levels. 

Features of a Microsoft Teams Native Contact Center

A Microsoft Teams contact center offers the same features as any other contact center, including omnichannel capabilities, routing, reporting, and more! Let's dive deeper into the different features: 

  • Voice: Customers can contact businesses through voice, enabling real-time conversations. 

  • Chat: Customers can also contact businesses through chat, a convenient and efficient way to get help. 

  • Email: An email is a good option for customers looking to provide more detailed information about their issues. 

  • Routing: Routing customers to the right agent based on their needs ensures that they get help quickly and efficiently. 

  • Reporting: Businesses can retrieve reports on customer interactions, which provide valuable insights to improve customer service. 

  • Surveys: Businesses can gain more insights into their customers’ experience by sending out surveys after each interaction. 

  • Artificial Intelligence (AI): Implementing AI allows you to automate certain tasks, such as supporting agents by answering routine inquiries, provide analytics based on customer sentiment, and more.  

Types of Integration Models

When deciding whether to implement a Microsoft Teams contact center, you must consider which of the three integration models best suits your business: Connect, Extend, or Power.

Connect

The Connect Model is the most basic integration model. It allows contact centers to connect to Microsoft Teams using a session border controller (SBC) and Direct Routing. This allows agents to make and receive calls from Teams, and it also allows them to access Teams features, such as chat and file sharing, while they are on a call. 

In addition, contact centers using the connect model can set up virtual agents and skills-based routing to connect customers right away, and with the right agent.  

Features

  • Supervisors and agents can see agent availability with Teams 

  • Ability to do transfers with Teams 

  • Teams Graph APIs and Cloud Communication APIs 

Though the Connect model offers limited functionality, it is a good option for contact centers that are looking for a simple way to connect with Microsoft Teams. 

Extend

The Extend Model is a more advanced integration model. It allows contact centers to fully use all Microsoft Teams functionality, like Teams calling and chat features, and extend that functionality with custom applications and bots. Organizations can create workflows and configurations for advanced routing, and measure the quality of their interactions using this solution.  

Features

  • Teams Graph APIs and Cloud Communication APIs 

  • Utilize a Teams-based application for agent experiences 

  • Microsoft Teams serves as the primary endpoint for agents 

  • Agent experience application can be used in Teams for web and the mobile client 

  • Analytics, workflow management, and role-based experiences for agents 

  • Chat and collaboration capabilities with Teams clients 

The Extend model is perfect for companies wanting a more flexible and customizable solution to personalize and improve the customer experience. 

Power

The Power Model, coming out soon, is the most comprehensive integration model that will provide a one-app, one-screen contact center experience. It allows contact centers to build a native Teams experience using a and to create custom Teams apps and bots. 

The Power model will offer in-depth functionality and will be ideal for contact centers seeking a fully integrated solution that is customizable to meet their specific needs. 

Provide the Best-in-Class Customer Service

With two (soon to be three) integration models available, there is a Microsoft Teams contact center solution for every business. While these solutions are meant to help you save money with smart technology, they do something even more important: they help ensure a memorable customer service experience by empowering agents to deliver personalized support. With so many communication methods, it’s easy to lose sight of what matters most—the customer. A Microsoft Teams native contact center can help you provide best-in-class customer service

To learn more about the different integration models, speak to a ComputerTalk representative today! 





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