About a year after the outbreak of the COVID-19 pandemic, there is no longer any doubt: Microsoft Teams has experienced a real boom. Millions of users worldwide are telephoning, chatting and conferring via the platform every day. In addition, more and more companies are replacing or supplementing their conventional telephone systems with Microsoft Teams. Now there is great news for companies that want to use Teams in combination with their Contact Center!
IP Dynamics’ Dynamic Agent enables the native integration of Contact Center technology into the Microsoft Teams communications platform. The special feature is that the call processing takes place entirely in the Microsoft Cloud. All incoming and outgoing calls are therefore handled within the Microsoft Teams infrastructure. In addition, all important telephony functions of the Contact Center are integrated in Microsoft Teams via the Microsoft Teams Media Adapter. And of course, the availability status in Teams is also synchronized during active calls via Dynamic Agent.
Thanks to Dynamic Agent, all employees of a company communicate using the same client. The nice side effect? The integration ensures a tidy workplace and a clear desktop. The number of simultaneously open interfaces on the employees’ screens is reduced and isolated applications are a thing of the past. In this way, workflows are simplified and ensure a noticeable increase in productivity.
The Dynamic View module can also be integrated into the Microsoft Teams interface via Dynamic Agent. Here, all important data is clearly presented with the help of real-time monitoring and reporting. This makes it easy to evaluate the ongoing operation and workload of the Contact Center. Comprehensive roles and rights ensure that employees only see the information they want and are allowed to see.
In addition to Dynamic View, other 3rd party applications can also be seamlessly integrated. For example, CRM systems, AI solutions or tools for call analysis and quality assurance. The system can be expanded as required.
Native integration of your Contact Center with Microsoft Teams comes with numerous benefits. Are you interested in our Dynamic Agent or do you have a question? We will be happy to advise you at any time. Contact us directly.