Voice-enabling Microsoft Teams for multi-agent and call center environments

– Written by admin@call2teams

For multi-agent and call centre environments how can you maintain high functioning telephony whilst gaining the benefits of MS Teams?

The rise in remote working has accelerated a strong up-take in Microsoft Teams. For multi-agent and call center environments this brings a challenge; how to easily integrate Teams without disruption to the call center set-up.

Call center and customer-facing voice environments require high functioning telephony that is often embedded within the business process. Call center management systems, used for monitoring performance, help ensure the phone gets answered in time and that agent’s time is optimized. To discard this set-up and move all calling functions to Microsoft Teams is usually just not feasible. Not least because much of the high functioning requirements, that have been carefully planned and managed, will be lost.

So how do you get the best of both? How can you maintain high functioning telephony whilst also gaining the benefits of collaboration tools such as Microsoft Teams?

Enter Call2Teams – the worlds’ easiest way to give Microsoft Teams a voice.

There is no need to port numbers, change carrier or throw away an existing phone system. Call2Teams sits between any phone system, PBX or SIP trunk provider and Microsoft Teams. Our software-as-a-service product allows you to keep call center telephony in place and still utilize the benefits of the unified communications offered by Microsoft Teams.

Call2Teams provides signaling information from Teams back into the PBX, using our unique Teams True Transfer feature. This pioneering 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; something that is incredibly useful in multi-agent and call center environments. 

Features and benefits of Teams True Transfer:

  • Provide correct off-hook busy representation of both users after a transfer.

  • Providing real-time true representation in both the PBX and Teams – users are free to take the next call following transfer.

  • Both the user’s regular desk phone and Teams client will ring and be active following a Teams-to-Teams transfer

  • Enhance the attended transfer experience for users, especially where transferring to a call queue agent.

  • Ensures compliance, integration, reporting and recording is applied to the correct agent.

“Call2Teams gives a much tighter integration. It makes sure that the call is correctly represented in both Teams and the PBX, allowing compliance, call management and user agent management to work properly.” Mark Herbert, Founder & President, Qunifi – Call2Teams

Call2Teams set-up is simple. Delivered via the Microsoft Azure platform, Call2Teams is tried, tested and secure. The new set-up wizard makes installation more intuitive, minimizing technical barriers.

Sold exclusively through channel partners, Call2Teams is cloud-native, multi-tenant, available globally and can be deployed in minutes.

Call2Teams software-as-service empowers Voice, IT, and Telco Partners from around the world to simply, quickly, and cost-effectively voice-enable Microsoft Teams for their customers.

Partner with us today

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