Native integration of Microsoft Teams

Pro­fes­sional Arti­cle

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.