Microsoft Teams Contact Centre and CRM
Improve your customer and user experience with a better class of contact centre delivered via Teams.
Integrate with your CRM plus Voice for Teams, data and analytics, compliance recording, omni-channel social media management and more.
Increase efficiency and productivity
Microsoft Teams is the hub for teamwork that brings together calling, chat and meetings. However, user experiences are most powerful where voice calls are fully integrated within Teams - which drives adoption and increases productivity.
Our 'out of the box' specialist contact centre solutions help managers by providing KPI service performance management information, with intuitive dashboards, easy to implement answering option trees, skills-based call routing options, and additional services such as full analytics and reporting as well as compliance call recording, translation and transcription.
We not only increase your organisation's efficiency and productivity - our service is bespoke, holistic, allows for organic growth, and is supported 24/7
Increase customer satisfaction by improved communication handling - including integration with your CRM
Conversant will help you route calls seamlessly - directly and exclusively - to Microsoft Teams users based on their 'presence' status.
Beyond the IVR menus, our solution also offers ICR services to ensure that Microsoft UC Instant Messaging (chat) requests can be directed to the right person in the team, including by specialist skill set. You just need to select a call flow scenario that best suits your business needs, using a variety of options such as working hours, availability and IVR.
Conversant will also make sure your social conversations are fully joined up, by integrating with your CRM. This will:
- Instantly provide data to agents to improve productivity
- Help you provide swift responses to customers
- Capture information automatically and quickly
- Route calls to agents based on parameters you control
- Direct customers to self-service information, saving them - and you - time and effort
Manage agents in realtime from within Microsoft teams
Team leaders manage their agents 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.
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Gain better insights and reporting with real-time analytics
Key Performance Indicators (KPI) are displayed on an easy-to-manage dashboard within the Microsoft Teams client.
Historical reporting is available to them using CSV files, Microsoft Excel or Power BI for a more profound analysis.
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Frequently-asked questions
What is a contact centre?
A contact centre is a system for any organisation needing to stay in touch with multiple customers, supplier and stakeholders to do so in an integrated way. It provides the means to direct calls to the right person, manage queues and waiting times and track conversations. It also enables responses to be recorded.
Contact centre solutions help managers by providing KPI service performance management information, with intuitive dashboards, easy to implement answering option trees, skills-based call routing options, and additional services such as full analytics and reporting as well as compliance call recording, translation and transcription.
Why use MS Teams for your contact centre?
Microsoft Teams is the hub for teamwork that brings together calling, chat and meetings. However, it comes into its own when combined with other integrations on a single interface, such as with social media messaging management, contact centre and CRM.
This enables users to get the most from their Microsoft investment, as for a small amount of extra outlay, they will get very useful additional features to maximise their communications capacity and also quality.
Why use a call centre?
Call centres are essential for any organisation needing to stay in touch with its customers, whether over the phone or via traditional or social media messaging platforms. Call centres employ agents to deal with customer queries, sales, support and trouble-shooting. Call centre solutions enable skills-based call routing, answering option trees, performance management and more.
What is the role of a contact centre?
Contact centres are essential for any organisation needing to stay in touch with its customers, whether over the phone or via traditional or social media messaging platforms. Call centres employ agents to deal with customer queries, sales, support and trouble-shooting. Call centre solutions enable skills-based call routing, answering option trees, performance management and more. Supervisors can observe, track and take part in calls, intervening when needed to solve problems.
Call centre vs contact centre?
A call centre and a contact centre are essentially the same thing. Call centre is the term most used by the public, as people are used to calling in to speak to an agent within larger organisations, but in fact they are known in the business as contact centres because they deal with many types of contact, not just calls - emails, messaging, reporting and customer service history. This is where CRM integration is an essential part of a call, or contact, centre - it helps manage the whole customer-facing operation and interaction.
What are the main contact centre roles and responsibilities?
Contact centres employ agents to take calls and respond to requests. They will however have a range of skills, often depending on the employer. A health service agent will be required to have a high level of medical knowledge, sometimes specialist, as with mental health service lines or 111/999 calls. Meanwhile, a technical support agent needs to be an expert in the technical product or service they are supporting. Sometimes agents need specific language skills, and calls can be routed accordingly.
Supervisors manage staffing levels, skill levels, peak and quiet times, training needs, and make sure, by analysing the data from calls and other contacts, that customer or user groups are receiving the right level of service, in the right time frame, to meet the organisation’s performance indicators (KPIs).
Contact centres or call centres used to be large rooms full of desks and telephones. Now, agents and supervisors can be based anywhere, especially if their system uses Microsoft Teams as a hub.
How much does a contact centre cost?
Modern contact centres or call centres are subscription based, especially if they use Microsoft Teams as a hub, with contact centre functionality built in. This has the benefit of future-proofing the system so users can be added and removed, and updates are automatic. The customer will pay dependent on the complexity of their needs, and the number of users. Some contact centres are quoted per agent, and others by the number of call queues needed.