Contact Centre for Microsoft Teams
Easy-to-use. Highly Flexible. Microsoft Teams Certified.
Vytec Contact Centre Solution for Microsoft Teams
Teams continues to grow astonishly fast in both new capabilities and customer usage as a relatively new hub for collaboration, bringing people together in a culture of engagement and inclusion.
Microsoft acknowledges that Teams still has a space for a specialist contact centre partner to fill, to deliver items such as skills-based routing, business intelligence, quality management and more. Meanwhile, Teams’ rich collaboration infrastructure makes it the ideal platform for any integrated contact centre solution.
The combination of Teams and Vytec CX solutions creates an easy-to-use, flexible, cost-efficient option that allows you to continue delivering a premium experience to your customers or clients.
As Microsoft continues to develop the Teams environment, we can expect even richer functionality. Users of Teams contact centres can satisfy their needs today and get even more than they imagined tomorrow, as new features keep coming.
Vytec Contact Centre for Teams intelligently manages all contact interaction types – phone calls, voice messages, email, SMS, web chat, social media – in a single, fully integrated solution. For your customers it means quicker response times, and for your organisation you can expect lower operational costs and exceptional gains in efficiency.
Natively-Integrated with Teams
A responsive web-based user interface for multi-channel interactions empowers agents and managers with a transparent view into all activities and performance throughout the contact centre and organisation.
Intelligent, Flexible Skills-Based Routing
Intelligent routing gets queued interactions to the most suited agent each time. Backed up by Teams’ powerful collaboration options, agents can now resolve every interaction more efficiently and effortlessly than ever before.
Integrate with your Existing CRM
Integration with Microsoft Dynamics CRM (or other CRM) increases agent productivity and delivers a significantly heightened customer experience.
Empower Customers to Self-Serve
Relieve live agents of routine work and increase productivity while you boost customer satisfaction and provide callers with the opportunity to instantly gain the information they are looking for.
Quality Management and Compliance
Vytec Quality Management Suite helps organisations maintain their quality of service while providing the security of stored records, captured according to local and international regulations.
Leverage your Investment
Your organisation may already use Teams, so you’ll be familiar with its simplicity and connectivity. Vytec contact centre solutions allow you to migrate from legacy to Teams without interrupted service.
Key Benefits
- Native Teams calling streamlines configuration while potentially saving on license costs
- Natively-integrated Teams Presence, along with enhanced collaboration options, boost first contact resolution (FCR) outcomes
- Round the clock self-service opportunities bring increased revenue and satisfaction
- Prioritised handling of high-value customers increases revenues
- Managing interactions from all channels inside a single client reduces handling time and boosts productivity
- Gamified interface and dashboard heighten agent enjoyment and engagement
- Improved context and history for every interaction provide agents with an enhanced understanding of the customer journey, increasing both customer and staff loyalty
- Superior business intelligence, including personal and centre-wide dashboards, as well as both out-of-box and custom reporting, drives further efficiencies and improvements
Call Recording and Quality Management
Vytec Call Recording and Quality Management (QMS) ensures that you capture the “Voice of the Customer” to quickly identify recurring customer complaints, potential security issues, threats or unauthorised commitments – and it provides you with a secure, certified recording.
Operator Console
Vytec Operator Console for Teams combines an intuitive call handling interface with Teams’ powerful unified communications capabilities to deliver improved productivity and a better caller experience. Intelligent queue-based routing, innovative features and real-time status information have been seamlessly blended to address the unique requirements of operators, resulting in faster call handling, reduced call abandonment and lower overall cost of service.
