Does Microsoft Teams have call center?

Improve the customer experience with a certified Microsoft Teams contact center integration

Does Microsoft Teams have call center

Integrating your contact center with Microsoft Teams

A lot of companies implement custom software for call centers or different tools to satisfy the requirements of their customer services and sales staff. While these tools can provide certain features agents typically need to utilize them in various ways, which affects their ability to deliver an exceptional Customer Experience (CX). Integrating contact center capabilities in Microsoft Teams has become a standard requirement for all global companies.
Does Microsoft Teams have call center? Microsoft Teams is one of the most powerful tools available in the current communication ecosystem. But, it’s missing certain features that can create a complete solution that can be used for UCaaS as well as CCaaS management. The great thing is that Microsoft Teams integration with Microsoft Teams contact centers can help you fill in the gaps within the Teams ecosystem, providing you with the full environment you need to improve productivity, performance and customer experience. Microsoft Teams integration for contact centers creates a central point where agents can communicate with customers and work with colleagues within your business. It is integrated together with Contact Centre as a Service (CCaaS) solutions to provide voice calls and instant messaging, as well as presence, and one-click transfer services, all through one user interface.
The secret to success when it comes to an integrated Teams contact center is selecting the right service to turn your technology vision into a reality.

Table of Contents

Microsoft Teams have call center

Does Microsoft Teams have call center?

Does Microsoft Teams have call center? Yes. It is now possible to use Microsoft Teams as a call center. Inside Microsoft Teams, there is no call center feature that is native, however Teams offers the features of a call center, such as call queueing auto attendants, call queuing, as well as shared voicemail. However, it offers limited reports and does not have advanced features such as the ability to route based on your skills.

What is Microsoft Teams?

Microsoft Teams is an online collaboration and communication tool that is included in the Microsoft Office 365 Suite. Although it’s mostly used to facilitate video conferencing for remote teams, that’sn’t the only thing it’s capable of.
Teams can help you:
  1. Designate channels specifically for projects or teams.
  2. Record meetings in audio and video.
  3. You can easily share your screen with your team members to provide comprehensive explanations.
  4. You can quickly search archives by using its command field.

What is contact center integration for Microsoft Teams?

Microsoft Teams supports customer interaction work streams, acting as the central point of both external and internal customer connections through its various communication channels including video, chat and calls. For some companies, Microsoft Teams’ cloud voice capabilities, such as auto attendants and call queues, satisfy their requirements.
For companies that require solutions that integrate workflow tools and business tools that enhance customer experience Contact center integration with Microsoft Teams allows Contact Center as a Service (CCaaS) solution providers to integrate their services with Microsoft Teams.
What is contact center integration for Microsoft Teams

Microsoft Integration models for solution providers

Microsoft provides three options to connect and utilize Contact Centers in conjunction with Teams.
1. The connect model
This approach makes use of session border controllers (SBCs) as well as Direct Routing to link the contact center into Teams and their calling infrastructure. The method makes use of Teams Graph APIs and Microsoft Graph cloud communication APIs to allow capabilities, such as the following:
  • agent presence visibility
  • Transfers and support for group calls
  • Multi-tenant session initiation protocol trucking
2. The extend model
The extended model provides companies with additional capabilities to use Contact Centers within Teams and makes use of Team’s Teams phone system to handle all calls to the contact center. This integration model utilizes teams’ Teams Client Platform, Teams graph APIs, and cloud communications APIs that allow contact center businesses to utilize Teams for both internal and external communications, as well as to develop workflows.
The features of this integration are the following:
  • analytics, workflow management, and roles-based experiences for agents
  • Chat and collaboration experiences that integrate chat and collaboration;
  • Teams client-based calling is available for all control calls as well as
  • The app is based on Teams and allows agents to experience the agent experience for mobile and web.
3. The power model
In this model of integration, Microsoft enables service providers to develop an Azure-based voice application by using Microsoft’s Teams phone infrastructure, as well as client platforms. The benefits included in the model used for the integration of Teams-contact centers include:
  • Omnichannel communication is possible with multichannel communication using Teams SDK;
  • Teams collaboration services to facilitate the communication between customer and agent and
  • Direct conversation control and integration with other users direct control of conversations and integration with users Teams chats.

Selecting the best method of integration is contingent upon the contact center chosen by a vendor, the capabilities that the platform offers and whether the vendor is participating in the Microsoft Contact Center Certification Program. Every contact center provider will have their specific preferred integration model.

Microsoft Teams contact center certified partners

Here are some suggestions for becoming successful as a call center operator:
Solution Provider Solution website
Content Guru
Enghouse Interactive
Mida Solutions
NICE inContact

Solutions currently in the certification process

Solution Provider Solution website
Bright Pattern
Evolve IP
Landis Technologies

Reasons to Integrate Your Contact Center with Microsoft Teams

  • Shared Directory and Presence: The presence indicator indicates the user’s availability as well as status for other members. This status is updated in real-time. Through integrating Your Contact Center with Microsoft Teams Contact center users will be able to view the status of their colleagues, even if they’re only logged into Microsoft Teams, and vice-versa.

  • Seamless Support Transfers: Do you need to transfer a customer to an expert in a short time? Through an integrated call center as well as Microsoft Teams solution, an agent is able to quickly find an expert who happens to be registered in Microsoft Teams, establish availability and transfer the customer directly to the expert via Microsoft Teams. For the customer, it’s an effortless experience.

  • Trusted, High-Quality Voice Service: Utilize carrier-grade voice services that are delivered via a secure internet connection, using Microsoft’s Direct Routing solution. Utilize your Teams phone system to handle all contact center calls as well as calls control. Customer experience is guaranteed to be more impressive than it has ever been before.

  • Better Analytics, Better Outcomes: Improve customer experience and improve outcomes across your contact center through increasing the accessibility of data and insight. Companion Application Wallboard is now accessible inside Microsoft Teams to allow contact center administrators to have quick and easy access to vital information. This data can later be transferred into Power BI for additional analysis.

  • Better Agent-to-Agent Collaboration: Customer satisfaction is improved when an agents team is more aligned. Collaboration within Teams allows agents to use Teams’ Teams Collaboration tools which are widely employed in a company to improve the efficiency of agent-to-agent collaboration and to also extend the communication with customers. This includes screen-sharing and video calls, file delivery and other well-known Tools for collaboration that help and help build trust. In addition it is the Teams platform that offers smooth agent experiences, resulting in an improved customer experience.

  • Teams as Primary Calling Endpoint: The desk phone as a calling device is becoming less of a possibility. Changes have resulted in what we call our “new normal,” employees are now realizing that they can work from any location. Mobile phones or laptops are now corporate phones. Access to a Team’s integrated Contact Center which means that employees are available any time, and can be the most efficient and responsive to the needs of customers.

  • Endless Possibilities: Flexible Teams graph APIs along with Cloud Communication APIs allow organizations to develop native voice applications that run on Azure utilizing Microsoft Teams’ Teams phone infrastructure, as well as client platforms, to deliver advanced, intelligent solutions to collaboration between agents and customers. The aim of Microsoft Team’s strategy for extensibility is to encourage developer innovation and increase productivity of customers.

Benefits of a Unified CCaaS Solution with Teams Integration

  • Visibility into Coworker’s Presence Status:  CCaaS agents can see the status of each employee within the company which allows them to be connected to the specialist (SME) at any time they need to.

  • Flexible Work From Home Deployment Options: Agents of CCaaS can work using the most appropriate endpoint for their requirements, including an e-phone (Evolve Contact Suite or Microsoft Teams) as well as the mobile number, or an actual device (SIP and Microsoft Teams), etc.

  • Seamless Customer Experience: CCaaS agents can collaborate with anyone in the company to obtain the information they require. They can also immediately call or transfer a SME or Supervisor.

  • Leadership Empowered: CCaaS Supervisors are able to remotely monitor live conversations as well as “whisper” in their Agent’s ears to offer immediate coaching.

  • Expanded Labor Pool:  Leadership has the flexibility to recruit employees who are able to be able to work anywhere.

  • Ability to Transfer Calls and Send Notifications: CCaaS agents are able to transfer calls to employees who aren’t part of the contact center. They can alternatively send them notifications when the need arises.

  • Consistent User Experience: The final user experience is consistent across all platforms. All agents are authenticated and defined through Microsoft Active Directory, like other employees within the company.

  • Improved Meetings Experience: According to Gartner, CCaaS advisers working remotely during the outbreak have had superior quality connections to meetings when using platforms such as Microsoft Teams than using CCaaS platforms.

Request a Demo