This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
A Microsoft Teams Contact Center (or Direct Routing Contact Center for Microsoft Teams) is a CCaaS solution for business continuity, excellent customer experience and increased workforce efficiency. They dock the agent’s Teams environment to advanced Cloud Contact Center capabilities.
Microsoft Teams Contact Centers allow for agents to handle omnichannel customer communication through a single pane of glass. Whether they are in the office space or at home. This will lead to a reduction in overhead costs, an increased workforce efficiency, easier insights into the customer lifecycle and an omnichannel customer experience.
Recently, Microsoft CEO Satya Nadella said in an earnings call with investors that Microsoft Teams now has 115 million daily active users. That’s an uptake of more than 50% in the past half year. The contact center is one of the places with a continued demand for a lifeline for remote work. In July 2020 Gartner wrote a report on the importance of optimizing Microsoft Teams with Cloud Contact Center.
Gartner sees 3 scenarios for painless virtual contact center integrations with the Teams platform:
1. Wait for Microsoft to deliver contact center functionality soon
2. Choose a BASIC Microsoft Teams integration
3. Choose a NATIVE Microsoft Teams integration
According to Gartner, only the last option can really enable effortless integration with omnichannel customer service applications. Microsoft has launched its Teams Connected Contact Center certification program in 2020. Anywhere365 has been the global launching partner for this Microsoft Teams Connected Contact Center certification trajectory from the start. Also, Gartner recognized the Anywhere365 stack as the powerful native Microsoft Teams Contact Center.
Market demands are ever increasing and customers expect that they can communicate with a company in many different ways. And at their convenient time. It is therefore increasingly important to provide customers with the same experience across all touchpoints in the customer journey. Next to that, a Microsoft Teams Connected Contact Center lets employees work from all over the world, allowing for 24/7 customer support.
Lastly, cloud contact center software – like Anywhere365’s Direct Routing Contact Center for Microsoft Teams – is highly customizable to a company’s specific needs to create a seamless experience for individual customers. This customizable software delivers a personalized customer experience at every touch point. Integrating multichannel solutions, streamlining customer services and an improved customer experience.
Choosing the right software solution can be difficult, especially when it comes to setting up a contact center. The customer experience should never be hurt by the wrong choice of software. Which is why it is important to consider topics like the attachment to Microsoft Teams, software set up, flexibility, usability, and integrations. Anywhere365 Direct Routing Contact Center software shines in these aspects and can easily be rolled out, even beyond the contact center.
Learn more about the Anywhere 365 Microsoft Teams Contact Center here.