Contact centres

Conversant’s contact centre solution gets rid of any third-party apps and streamline everything through Microsoft Teams.

Microsoft Teams is the hub for teamwork

Microsoft Teams is the hub for teamwork that brings together chat, meetings, calling, Office 365 apps, and third-party tools, all in one place.However, the user experiences are strongest where voice calls are fully integrated within Teams - which drives adoption and increases productivity - and here where Conversant's contact centre solution comes into play.

Microsoft Teams offers some options for call distribution, however, these do not stretch 'out of the box' to include KPI service performance management such as a dashboard, historical reporting or any other advance contact centre features.

Companies that use Microsoft Teams and require customer service lines therefore typically choose to integrate a third-party contact centre solution. Often these contact centre require a second client application for agents which significantly restricts the user adoption and organisational benefits of Microsoft Teams.

Conversant's contact centre solution gets rid of any third-party apps and streamline everything through Microsoft Teams!

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Today using Conversant’s contact centre solution companies can:

Better handle their communication by:

  • Selecting a call flow scenario that best suits their business needs, using a variety of available ones (based on working hours, Presence, IVR etc.)
  • Seamlessly distributing calls - directly and exclusively - to Microsoft Teams users based on their Presence status.
  • Offer both “Longest Idle” and “Simultaneous Ring/Broadcast” for call distribution with the possibility of forwarding to other services if required.
  • Beyond the IVR (Interactive Voice Response) menus, the solution also offers ICR- (Interactive Conversation Response) services to ensure that Microsoft UC Instant Messaging (Chat) requests can be directed to a person in the responsible team.

Better manage their agents by:

  • Having their team leaders manage their agents from their Microsoft Teams in real-time without the necessity of filing a ticket with their IT helpdesk – Team leaders can manage schedules of opening hours, announcements, forward targets and agent participation.

Better insights and reporting by:

  • Having Key Performance Indicators (KPI) displayed on an easy-to-manage dashboard within the Microsoft Teams client.
  • Having Historical Reporting is available to them using CSV files, Microsoft Excel or Power BI for a more profound analysis. 

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