Contact Centres for Microsoft Teams

Improve customer service and experience for helpdesks, service lines, formal and informal contact centre environments.

Drives adoption and increases productivity

Drives adoption and increases productivity

Microsoft Teams is the hub for teamwork that brings together calling, chat, meetings, however, the user experiences are strongest where voice calls are fully integrated within Teams - which drives adoption and increases productivity.

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 requiremetns (like for example Skills-based routing).

Cloud-based contact center

Today using Conversant’s 100% cloud-based contact center solution companies can:

Increase customer satisfaction by improved communication handling

Seamlessly distributing calls - directly and exclusively - to Microsoft Teams users based on their Presence status.

Beyond the IVR menus, the solution also offers ICR services to ensure that Microsoft UC Instant Messaging (Chat) requests can be directed to a person in the responsible team.

Selecting a call flow scenario that best suits their business needs, using a variety of available ones (based on working hours, Presence, IVR etc.)

Offer both “Longest Idle” and “Simultaneous Ring/Broadcast” for call distribution with the possibility of forwarding to other services if required.

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.

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.

Curveball Solutions

"Conversant have given us the ability to offer our customers reduced costs and helped reduce our own costs by removing kit from our own data centre. By using Conversant we have gone up against some competitors."

Steve Brown, Technical Director

Tudor Rose

"Conversant were meticulous in creating a cyber secure environment where our staff could have access to the latest PBX functions. We are now in a position where we are being proactively supported and monitored."

Sian Partington, Tudor Rose International

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