Contact Centre for Microsoft Teams
Manage your customer interactions more cohesively on our Contact Centre for Microsoft Teams.
Upgrade your Teams Calling with our Contact Centre
Our advanced Contact Centre solution seamlessly integrates with our Teams Calling module to help businesses streamline their workflows for more efficient working and enhanced customer journey.
Manage multiple numbers and call queues, as well as Social Media Messages when you add on our Social Media Messaging module, all from Microsoft Teams. And with agent and supervisor functions, our Contact Centre ensures all functions of your call centre can be managed.
Full connectivity with C360
Give your agents the full picture when they are speaking with a customer. Our Contact Centre can be fully integrated with any CRM to enhance efficiency and remove the need to switch between different applications.
C360 ensures all our modules, including Teams Calling, Social Media Messaging and Call Recording, connect with your CRM to ensure you never miss customer interactions as it directly logs them to your customers account.
Key features
A Contact Centre can bring all your communications together from voice, WhatsApp, SMS, Social Media and Webchat
Set up advanced Call Flows such as Skills Based Routing, Priority Based Routing and Queue Position Announcement
Integrate your Contact Centre with your CRM, Power Apps, Attendant Console and more.
Advanced reporting on your call queues, performance and quality.
Data driven decisions and management with C360
See how efficiently your Contact Centre is performing with visual data driven reports that will help you understand peak calling times to plan staffing, what happened on a call with easy to read call logs and call journey.
You can use your data to manage your Contact Centre's productivity and efficiencies direct from C360. Features include:
- ACD routing
- IVR options
- Agent KPI monitoring
- SLA monitoring capabilities
Want to add more C360 modules?
Combine all your communication services with Conversant360 to manage your phone system, social media messaging, Interaction recording and reporting, all on one platform for a complete unified communications experience that is fully integrated with Microsoft Teams and your CRM
Social Media Messaging
Manage your Social Media messages on Microsoft Teams with C360.
Find out more
Why choose Conversant
A Complete Solution
24/7 UK Based Support
Microsoft Gold Partner
We Put Customers First
FAQs
What is unified communications?
Unified communications (or UC as it's sometimes called) is a set of products and systems that provides a single, unified user experience across multiple devices.
Nowadays frequently cloud-based, unified communications involves the integration of communication services such as call centres, instant messaging, voice, mobility features, audio, web and video conferencing, desktop sharing, data sharing and more.
What are the key benefits of unified communications?
Streamlining hybrid working
Traditional systems can't provide employees with the flexibility they need to work remotely. Microsoft Teams has all of the tools you need to make the transition from office to remote working effortless.
Secure communications
As remote work becomes more common, concerns regarding security and compliance increase. The benefit of using cloud-based service providers is greater accountability, as you’re able to monitor phone system usage in real time and store recording securely.
Lower cost
When you combine all of your tools into one unified platform, you can reduce the number of bills you get from different providers, minimise back-end management and improve efficiency.
Better customer experience
Poor customer experiences often start with challenges employees face with technology. With fully unified communications, you can eradicate this problem and create a smooth and optimal customer experience.
Why do we recommend Microsoft Teams for your unified communications?
Microsoft Teams is arguably the biggest collaboration platform in the world (with around 250 million monthly active users). In our opinion, Microsoft Teams offers an unrivalled combination of productivity tools, convenient integrations, and business phone options.
But what about... The hassle?
That’s why we exist. Conversant will do all of the hard work for you. Our process starts with an audit exploring where you are now and where we think you should be, as well as a clear migration strategy. We can keep things running smoothly and make the transition as seamless as possible.
Staff adoption?
We offer continual support and training that will ensure each and every member of the business is fully educated on how the system works. This includes training employees on new features and capabilities as they are added.
VoIP Performance?
When VoIP was originally introduced in the late 90s, users often experienced terrible sound quality and regular cut-outs, largely as a result of poor internet speeds. This is no longer the case.
Broadband has come a long way since then, so any issues that existed with VoIP quality in the past no longer occur. Most buildings now have high speed fibre optic networks – even homes – and so you can be confident that performance won’t be an issue.
Is the solution secure?
Yes, we secure each individual deployment with a dedicated firewall. We can also provide IP specific connection to your instances, as well as site to site VPNs.
How long does the setup take?
Once your order has been processed by your account manager, your instance should be ready within 24-48 hours max.
Do you have a backup solution?
Yes, daily backups are done for each individuals instance.
How do I get set up?
Set up is simple for our customers! We do all the work by bringing your Microsoft Teams onto our platform and enable the option for you to use Microsoft Teams as your telephone system.
Do you sell Office 365 licences?
No. We work on an BYOL (Bring your own licence) model.
