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Contact Centre for Microsoft Teams

When combined with our specialist contact centre solutions, Microsoft Teams improves customer service and experience for helpdesks, service lines, formal and informal contact centre environments, through a combination of call routing, recording, analysis, translation and transcription. All integrated with your CRM.

Contact Centre for Microsoft Teams
Contact Centre for Microsoft Teams

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

Contact Centre for Microsoft Teams

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
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Contact Centre for Microsoft Teams

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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Contact Centre for Microsoft Teams

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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  • “Conversant connected 1,000 users across a fully integrated and future-proofed platform."

    Colin Bevan,
    Head of Information and Learning Technologies, Neath Port Talbot Group of Colleges