To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.
A large electronics retailer wanted to add customer engagement functionality to Microsoft Teams. The company’s employees already utilized Teams for internal collaboration, so it made sense to expand the functionality of the app to deliver better customer experiences (CX). Additionally, the retailer’s traditional phone system didn’t have the features necessary to support the organization’s customer service goals.
The company deployed a contact center solution in our portfolio that integrates seamlessly with Teams, providing native customer engagement capabilities. Contact center agents can now serve customers via voice, SMS, WhatsApp, and Facebook Messenger without leaving Teams. Additionally, Microsoft Azure Open AI services support self-service options to further enhance CX. These capabilities have increased the rate of first-contact issue resolution and improved customer satisfaction.
If your business already relies on Microsoft 365 and Teams, you might want to consider implementing this contact center solution for convenient customer service capabilities.
Native Microsoft Teams contact center solution: Key features and benefits
This solution natively expands Teams and adds full contact center functionality powered by artificial intelligence. Notable features and advantages include but are not limited to
Omnichannel communications
Out-of-the-box integration with Salesforce and Microsoft Dynamics 365
AI-powered self-service options
Smart skills-based routing
Automatic compliance with industry-specific regulations
Supervisor monitoring and mentoring capabilities
Our technology advisors can help you maximize your return on investment with our Microsoft consulting services. Whether you want to voice-enable Teams or enhance customer and employee experiences with a contact center solution, we have the partnership network, expertise, and advanced tools to efficiently identify the best options for your business.
Start today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
