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Efficient omnichannel integration of Microsoft Teams

Effi­cient inte­gra­tion of Microsoft Teams into omnichan­nel cus­tomer ser­vice

Skype for Busi­ness Online has long played a pio­neer­ing role in the field of uni­fied com­mu­ni­ca­tions and has rev­o­lu­tion­ized com­mu­ni­ca­tions in many com­pa­nies. On 31 July 2021, Microsoft will dis­con­tinue the ser­vice for this appli­ca­tion, hav­ing already suc­cess­fully launched its suc­ces­sor, Microsoft Teams. Since Microsoft Teams is directly inte­grated into Microsoft 365, it is auto­mat­i­cally avail­able to many enter­prises. But the ulti­mate kick-​start for the col­lab­o­ra­tion tool came with the coro­n­avirus pan­demic and the mass migra­tion of employ­ees around the globe to the home office. Sud­denly, Microsoft Teams was not only on everyone’s lips, but in daily use on mil­lions of com­put­ers world­wide.

At the same time, the impor­tance of effi­cient cus­tomer ser­vice in Con­tact Cen­ters and orga­ni­za­tions con­tin­ues to grow – even more so with the dig­i­tal­iza­tion of busi­ness and com­mu­ni­ca­tions processes, which has been sig­nif­i­cantly accel­er­ated by the pan­demic. Intel­li­gently com­bin­ing cus­tomer ser­vice and Microsoft Teams is there­fore not only the obvi­ous thing to do, but above all in the inter­est of forward-​looking enter­prises and insti­tu­tions. It is an impor­tant suc­cess fac­tor for opti­miz­ing the cus­tomer expe­ri­ence. This com­bi­na­tion can already be eas­ily estab­lished today, e.g. by means of an omnichan­nel cus­tomer ser­vice plat­form such as novo­m­ind iAGENT and spe­cial soft­ware mod­ules from IP Dynam­ics.

IP Dynam­ics – sys­tem inte­gra­tor and Microsoft Gold Part­ner

As an estab­lished Microsoft Gold Part­ner, IP Dynam­ics GmbH, founded in 2005, has exten­sive expe­ri­ence and exper­tise, espe­cially in the voice sec­tor (includ­ing VoIP and UC or TC sys­tems). Employ­ing more than 100 peo­ple, the Hamburg-​based com­pany offers a full range of ser­vices from con­sult­ing, design and imple­men­ta­tion to the com­plete instal­la­tion and oper­a­tion of the sys­tems.

More­over, IP Dynam­ics has many years of expe­ri­ence in the inte­gra­tion of Skype for Busi­ness Online into cor­po­rate com­mu­ni­ca­tions infra­struc­tures. This com­pre­hen­sive exper­tise is now also being used for Microsoft Teams. As an all-​round solu­tion, Microsoft Teams is not only a cen­tral hub for vir­tual col­lab­o­ra­tion, but can also be used as an inno­v­a­tive and effi­cient plat­form for cus­tomer ser­vice in Con­tact Cen­ters. This pow­er­ful, intel­li­gent omnichan­nel model opens up many pos­si­bil­i­ties and oppor­tu­ni­ties, from direct con­nec­tion to the back office to use as an inte­grated tele­phone sys­tem.

novo­m­ind and IP Dynam­ics – a strong Team

The two Hamburg-​based IT com­pa­nies, novo­m­ind and IP Dynam­ics, have been suc­cess­ful strate­gic part­ners since 2019. They have joined forces to offer mod­ern omnichan­nel solu­tions, espe­cially in the field of Con­tact Cen­ter soft­ware. Together, the two owner-​managed tech­nol­ogy experts cover all processes and chan­nels that are rel­e­vant for a mod­ern Con­tact Cen­ter. As a result, they can offer their cus­tomers inno­v­a­tive end-​to-​end solu­tions. novo­m­ind AG and IP Dynam­ics jointly map the entire cus­tomer jour­ney and can imple­ment it quickly and in a multi-​faceted man­ner.