Building a Contact Center with Microsoft Teams

Microsoft Teams is a hot topic right now. CX Today interviewed three leading customer experience technology vendors – Luware, Landis Technology, and Geomant – to talk about what it takes to build a contact center with Microsoft Teams.

Watch the video or read our summary below:

What are the most common purchase drivers for a Microsoft Teams integrated contact center? (Video at 2:20)
  • An overall communication strategy where everything is consolidated in one platform
  • Organizations committed to the Microsoft Teams vision are looking for a cohesive and simple solution for advanced routing methods, real-time analytics, custom and self-service IVR call flows, and recording
  • Leveraging the Microsoft Teams investment instead of building another silo
  • Embracing the agility of Teams
  • Skype for Business is going away, so companies need a migration path to a Teams-based contact center
Without getting too technical, how easy is it to integrate a contact center environment into Microsoft Teams in 2021? (Video at 7:10)
  • The SaaS model makes it very easy to roll out a Teams-based contact center – with Luware Nimbus, the technical setup takes less than one hour
  • Vendors take care of the difficult engineering, so that users don’t require any technical background to run the contact center
  • Vendors rely on Microsoft APIs, which are not always delivered immediately
Is it fair to compare a Teams contact center with a conventional contact center? What are the advantages and are there any trade-offs? (Video at 14:32)
  • A Teams contact center goes beyond a conventional one as it brings your customers’ experience right into the center of your existing Microsoft work environment
  • Advantages include that the contact center is part of an overall communication strategy within one single UC platform, greater flexibility, the ability to access the whole Microsoft ecosystem and benefiting from Microsoft developments
  • Trade-offs result from the fact that Teams solutions currently have fewer functions than standalone contact center solutions
  • Reduced functionality is compensated by greater agility and the ability to adapt to customer needs quickly
What advice would you give a company setting off on their Teams CC journey? (Video at 23:00)
  • Evaluate your use cases and ensure Microsoft Teams fits your needs
  • Walk before you run and take some time to understand Calling for Microsoft Teams
  • Choose a vendor that reacts to Teams product changes quickly
  • Think in the long-term and have an honest discussion about your requirements with your vendor of choice
  • A fancy jet ski in a pool is less fun than a basic jet ski on the lake. A Microsoft Teams contact center expands your horizon
What should we expect to see from Microsoft going forward? Will we see more innovation in the world of customer experience, or will they rely on ISVs for CX features? (Video at 30:30)
  • Microsoft will continue to deliver and build APIs and enable Software vendors to build third party applications
  • Their investment into the Teams Contact Center program communicates a deep commitment to ISVs
  • Contact centers are not Microsoft’s core competence nor strategy and will remain the focus of ISVs, who have decade long experience in developing solutions that meet the market’s needs


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