Upgrade Microsoft Teams to a Contact Centre Solution

Transforming Customer Support with Microsoft Teams
In today's fast-paced digital world, customer support has become a critical component of every business. Customers expect quick and efficient assistance, whether they have a question, a problem, or just need guidance. To meet these demands, many companies are exploring innovative solutions, and one such solution is leveraging Microsoft Teams as a contact centre. In this blog post, we'll explore how you can harness the capabilities of Microsoft Teams to create an effective and streamlined contact centre.
The Rise of Remote Customer Support
The COVID-19 pandemic accelerated the adoption of remote work and remote customer support. With traditional call centres facing challenges in terms of scalability and flexibility, companies started looking for alternatives that would allow them to provide excellent customer service while adapting to a changing world.

Microsoft Teams, with its robust features and integration capabilities, emerged as a suitable choice for transforming customer support operations. Here's how it can be done: 
1. Utilising Microsoft Teams for Communication
At its core, Microsoft Teams is a communication platform. It enables team members to chat, make voice and video calls, and collaborate on documents in real-time. This functionality can be extended to customer support teams, allowing agents to interact with customers efficiently.

  • Unified Platform: Agents can manage all their communications from a single platform, reducing the need to switch between multiple applications.
  • Chat Support: Teams' chat feature can be used for text-based customer support, enabling agents to assist customers with written queries or issues.
  • Video and Voice Calls: Agents can make use of Teams' calling and video call capabilities to hold virtual meetings with customers when necessary.
2. Integration with CRM Systems
For effective customer support, it is crucial to have access to customer information and history. Integrating Microsoft Teams with Customer Relationship Management (CRM) systems such as Microsoft Dynamics 365 or Salesforce allows agents to access comprehensive customer data during interactions.

  • Contextual Support: Agents can view customer history, previous interactions, and purchase information, providing more personalised support.
  • Efficient Data Entry: Integration minimizes manual data entry, reducing the risk of errors and saving time.
3. Centralised Social Media Monitoring
Microsoft Teams can serve as a hub for monitoring and responding to social media interactions. By integrating social media platforms such as Facebook, Twitter, WhatsApp and SMS with Teams, you can consolidate all customer inquiries and messages in one place, making it easier for agents to manage and respond to them efficiently.

  • Efficient Response: Agents can respond to social media messages directly from the Teams interface, ensuring prompt and consistent customer support.
  • Unified View: Agents have a unified view of customer interactions across various channels, including social media, email, and chat.
4. Security and Compliance
Microsoft Teams offers strong security and compliance features to protect customer data and ensure regulatory compliance. This is particularly important in industries with strict data protection requirements, such as healthcare and finance.

  • Data Protection: Teams' security features help safeguard customer information from unauthorized access or breaches.
  • Compliance: Meeting regulatory requirements is easier with built-in compliance features.
5. Scalability
As your business grows, your contact centre needs to scale accordingly. Microsoft Teams can be easily scaled to accommodate a growing customer support team and increasing customer inquiries.

  • Cost-Effective: Scalability in Teams is cost-effective as it eliminates the need for significant infrastructure investments.
  • Quick Deployment: You can quickly onboard new agents and expand your operations as needed.
6. Analytics and Reporting
Microsoft Teams provides analytics and reporting capabilities, however Conversant have taken this one step further with C360, allowing you to track the performance of your contact centre and agents. C360 reporting combines all your Microsoft Teams data providing detailed metrics and dashboards such as response times, customer satisfaction scores, and agent productivity allowing you to make data-driven decisions for better performance and efficiency.

  • Continuous Improvement: Analysing data helps identify areas that need improvement, leading to better customer service.
  • Resource Allocation: You can allocate resources effectively based on real-time insights.
Upgrade your MS Teams platform today
Using Microsoft Teams as a contact centre is a strategic move that combines communication, collaboration, and automation to provide exceptional customer service. As customer support continues to evolve in response to changing customer expectations, Microsoft Teams offers a dynamic solution that adapts and scales with your business.

Transform your customer support operations and empower your agents to excel with Conversant’s C360 Contact Centre for Microsoft Teams as your contact centre platform of choice.

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    If you’d like to understand more on how MS Teams can be utilised in your business, we’re here to guide you, just get in touch.
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