Integrate Microsoft Teams into the Contact Centre

Improve customer experience and drive CSAT

Customer experience (CX) has become a strategic differentiator and creating happy customers and retaining them is a top priority. A contact centre is often the first touch-point customers have with your organisation, so making it easy for agents to find and access information across the business and collaborate with peers within the contact centre and beyond is of utmost importance to successfully address client needs. If employees address customer needs, the CX improves.

Increase productivity and operational efficiency

Forecast and model the economic impact of increased first-time resolution, decreased customer complaints, improvements in average handle time and overall impact of increase in agent productivity; combined with how increased customer satisfaction increases retention and customer lifetime value.

Improve collaboration and enable innovation

Share customer insight and analyst research that helps forecast the benefits of improved collaboration within and outside the organisation to drive innovation. The ease of co-authoring, version control, searching and accessing the right documents and setting up formal or informal collaboration calls with colleagues and external collaborators.

Direct cost savings

Identify all costs that go into supporting the existing communications infrastructure and highlight software, hardware and support cost savings across expenditure on conferencing; mobile, fixed line and NGN minutes; network infrastructure and on-premise telephony and support. Beyond this there are reductions in expenditure on business travel and overnight trips that directly impact the bottom line.