Today, location is immaterial. Your communication tools need to allow you to stay connected anywhere, at any time and on any device – and more importantly, your customers expect this too.
But managing customer communications can be fragmented, especially when faced with legacy contact centre solutions and a diverse range of tools and technologies used across the business, not built to uphold the modern demands of security and compliance, scalability, and integration.
Microsoft Teams contact centre solutions combat these challenges, enabling organisations to enhance their customer interaction capabilities by leveraging their existing Teams infrastructure. Microsoft Teams contact centre solutions create personalised interactions and build more robust relationships, ultimately enhancing the overall customer experience.
Beyond this, contact centre solutions for Teams offer cost-effective solutions that enable greater scalability, real-time collaboration, AI features such as sentiment analysis, CRM integration, and access to customer data via PowerBI from anywhere.
Key features
Omnichannel capabilities
Interact with customers via different channels including voice, video, webchat and social media.
Microsoft ecosystem integration
Seamlessly work alongside Microsoft tools including M365, Dynamics, Copilot and Power BI.
Call routing and queuing
Automatically route callers to the right place or hold until an agent is available.
Rich reporting
View queue performance, agent timelines, and auto attendant analysis.
Increased scalability
Leverage cloud infrastructure to quickly scale your needs up or down.
Enhanced security
Ensure data protection and regulatory compliance with robust security features.
Justin Barker
Employee Experience Practice Lead at Nasstar
"Contact centres are vital for enhancing the customer experience, and at Nasstar, we understand the challenges many of our customers face when it comes to implementing the right solution. With Microsoft Teams contact centre solutions, we can support you to improve the customer experience with your existing infrastructure, while ensuring issues are resolved quickly and efficiently."
Related Services/Solutions
Contact centre solutions for Microsoft Teams can support your business to improve the customer experience within your existing Teams environment. To further enhance this, we can help you leverage other solutions in line with your contact centre deployment.
Our Expertise
As a leading Microsoft Communications practice and contact centre specialist, Nasstar has unrivalled expertise and experience in delivering Microsoft Teams telephony projects and integrated contact centre solutions that transform how your business communicates. We’ve worked with a wide variety of organisations of all sizes and levels of complexity. Whether you are looking to add capacity, increase customer choice, or reduce costs, we can help.
With decades of experience and Microsoft Teams communication specialists on hand, we design, architect and deliver fully scalable voice environments that evolve with your business, deliver a seamless customer experience, and improve operational efficiency. Using a Microsoft Teams contact centre solution is a strategic move that combines communication, collaboration, and automation to provide exceptional customer service.
As customer support continues to evolve in response to changing customer expectations, Microsoft Teams offers a dynamic solution that adapts and scales with your business.
Why Choose Nasstar?
When you partner with Nasstar for your contact centre for Microsoft Teams, you’ll gain access to a flexible, scalable, and cost-effective solution that supports your business goals. We have a relationship with Microsoft spanning more than 15 years, which means we’re well equipped to support you with a Microsoft Teams contact centre solution.
Our experienced consultants will guide you through the process, handling the complexities of contact centre integration while enabling you to enhance your customer interactions and move away from ageing IT infrastructure. We offer 24/7 support and continuous monitoring for our customers, giving you peace of mind that your operations are looked after and functioning as they should be. Our experienced Teams experts are continually at the forefront of innovation, seeking out ways to help our customers future-proof their customer engagement strategy.
years Microsoft Partner
strong team of experts in our dedicated Microsoft Practice
Optimal scalability
Fully cloud hosted
Dedicated team of contact centre experts
FAQs
Microsoft Teams on its own can support customer service operations in a variety of ways. With Teams as your hub for both internal and external customer interactions, you can utilise chat, video meetings, and calling to provide an omnichannel customer experience.
Teams also includes Auto Attendants, Call Queuing, and shared voicemail. So, although it’s not a true native contact centre, it does offer features that can support your customer service teams effectively.
Microsoft Teams can be utilised for true modern contact centre use when integrated with Dynamics 365 Contact Centre, Anywhere365, Enghouse Interactive Communications Center (EICC), Cisco Webex and other 3rd party vendor products.
For organisations that want solutions with business tools and workflows to drive the customer journey, contact centre integration for Microsoft Teams allows Contact Centre as a Service (CCaaS) solution providers to integrate their solutions into Teams. This integration can help optimise customer engagement with an easy, seamless experience.
There are three models to choose from to integrate a contact centre solution into Teams:
- Connect model: Uses Microsoft certified SBCs and Direct Routing to connect contact centre solutions to Teams Phone System infrastructure.
- Extend model: Uses Azure Bots and the Microsoft Graph Communication APIs to enable solution providers to create Teams apps.
- Power model: Uses an SDK that enables solution providers to embed native Teams experiences in their App.
These models enable enhanced routing, configuration, and system insights. Agents can set up automated virtual assistants and skill-based routing queues to gather information and connect customers with subject matter experts.
A Microsoft Teams contact centre solution can be a catalyst for improved customer service, largely due to their omnichannel abilities. Agents can communicate with customers via calls, video meetings, and chat, including via social media, providing several options for customers to stay in touch.
Microsoft Teams contact centre solutions can significantly improve customer service in several ways:
- Unified Communication Platform: Teams-certified contact centres integrate with Microsoft Teams, providing a unified communication platform that enhances customer support and internal collaboration by consolidating disparate communication channels and tools. This ultimately improves the overall customer experience.
- Omnichannel Support: Microsoft Teams supports customer interaction work streams by acting as the hub for internal and external customer connection across its modes of communication including chat, video meetings, and calling. This allows businesses to meet their customers where they are with a seamless and consistent experience across channels.
- AI Technology: Staff are empowered with advanced AI technology that powers a stronger customer experience and helps prevent agent burnout. Contact centre technologies and capabilities deliver customer and operational insights and recommend next-best actions .
- Adaptability and Scalability: Using a Microsoft Teams contact centre solution is a strategic move that combines communication, collaboration, and automation to provide exceptional customer service. As customer support continues to evolve in response to changing customer expectations, Microsoft Teams offers a dynamic solution that adapts and scales with your business.
If you’re already using Microsoft Teams as your collaboration centre, you’re in an easy position to benefit from a Teams Contact Centre too. Some of the benefits of using Teams for your contact centre solution include:
- Ability to provide an omnichannel customer experience
- No need for additional vendors
- Low cost as elements already exist in your M365 plan
- Minimal training needed due to native UI
- Quick and easy scalability
- Improved customer relationships with reliable infrastructure
