Voice enabling Microsoft Teams for call center environments
Companies that are looking for call-center-like capabilities with features like call parking or administration for large numbers of operators, won’t have all their needs met by the out-of-the-box solution from Teams.
Typically, these enterprises have a legacy of vast estates of existing PBX, call center, and CTI integration, much of which is built into their business processes. This reliance upon some high-functioning aspects of these systems means businesses are holding back on rolling out Teams across their whole organization.
To rip and replace is just not an option.
There are business requirements that must continue to be delivered, such as compliance, reporting, call centers, etc. This is the domain of the high-functioning PBX systems that are the bread and butter of the channel.
Incorporating Direct Routing with Teams broadens the scope and possibilities.
Voice and UCaaS providers can Teams enable organizations alongside solutions that offer greater functionality, potentially lower call rates, whilst also offering increased levels of support. When UCaaS and voice providers ‘Teams enable’ their service, customers can take advantage of reduced desktop admin, whilst retaining the core capabilities that are embedded in their business today.
Call2Teams provides a world-leading Direct Routing as a Service (DRaaS) solution.
Additional Call2Teams makes it easier to integrate contact center requirements, with several features that enhance the voice service for Teams users. For example, the Teams True Transfer feature ensures that busy/free status is shown correctly in the PBX if a call is transferred between users in Microsoft Teams. Providing correct off-hook busy representation of both users after a transfer. This standard feature is a must-have for multi-agent and call center environments.
This hybrid approach provides customers with a best-of-both-worlds message: deliver Teams capability where needed and a traditional phone experience elsewhere.