Microsoft Teams Contact Centre

Product Overview

Use Teams to manage your call routing

We know Teams inside out and we partner with a carefully selected range of industry-leading Microsoft-certified cloud contact centre specialists to ensure we have a solution to suit all Teams Contact Centre use cases. This has given us significant experience in integrating contact centre and advanced routing with our Teams Direct Routing product, as well as other Microsoft Enterprise Voice solutions.

Not only are we able to help you add the technology, but we’ll also manage the full end-to-end project from systems architecture and planning through to legacy systems removal or integration and then on to user training and onboarding.

Navigating the Pathway to the Future of Customer Contact

As the world of work continues to evolve, and teams become increasingly distributed, organisations have the challenge to align their ‘customer contact’ solutions with this new way of working.

Integration

Contact Centre agents need to work with Teams and other business systems, such as CRM, to enable them to deliver a totally seamless customer experience.

Omnichannel

All the popular communication channels need managing in one place, giving customers the choice of how they would like to interact with the business.

Low maintenance

Keep costs to a minimum with a solution that leverages, Microsoft investment is easy to manage and requires limited IT Admin support.

Hybrid working

Alter working practices to embrace hybrid working with a contact centre solution that enables employees to work from anywhere, yet still remain fully connected and compliant.

Harnessing Microsoft Technology to Get You There

We look at your business, current technologies, call routing and customer contact needs such as receptions, internal help desks and customer-facing contact centres before aligning you to an appropriate customer contact solution.

Many advanced routing requirements can be built directly in Teams by Resonate engineers and we offer automated Voice Tools to manage these. Plus we work with the very best Microsoft Teams Contact Centre vendors to cost-effectively meet your requirements. Your Contact Centre can either be built on Resonate’s direct routing solution - Voice for Teams - or integrated with your existing solution.

Advanced Call Routing

Full Agent Feature Set

Automation & AI

Omni-channel

Compliance Recording

Work Anywhere

Reporting & Analytics

Integrations

Our Partners

Excellence for Anywhere 365

Resonate are a Partner of Excellence for Anywhere 365, Microsoft’s first Teams-accredited contact centre. Anywhere365 Dialogue Cloud omnichannel contact centre manages and reports on customer dialogues from initial contact to final resolution. Using voice, chat, email, social media, video or bots; customers can effortlessly engage over the communications channels of their choice.

Our Solutions Architects are experts in delivering, supporting and customising Anywhere 365 contact centre to meet our customer’s needs, using integrations, apps, automation, analytics and AI.

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Certified Luware Partner

As Luware’s largest UK partner, we’re experts in delivering, embedding and supporting Luware Nimbus. Luware offers Teams native advanced routing and contact centre products built to manage call handling directly in Teams for increased performance and response times.

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Compliance Recording

Speak to us about your recording and compliance requirements and we can find a solution that works for you be it:

Call, chat and screen recording
Call transcription
PCI/MIFID compliance
Sentiment analysis
Cross-platform & mobile recording
Conversational analytics

We work with partners such as AudioCodes and Call Cabinet to securely record and capture business interactions across all devices and modalities in Microsoft Teams to meet regulatory and data residency requirements.

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The Result

A ‘right sized’ contact centre solution with ‘service wrap around’ delivering high-quality inbound and outbound voice with a range of other options:

The best feature and licensing model match from our vendor partners
Solutions that meet with your needs for compliance call recording, data or policy management.
Tailored solution to suit the specific needs of your business, covering areas like integrations and advanced reporting, intelligent routing, low code integrations, customised Power BI reporting and Teams certified solutions
Almost all legacy solutions can be integrated to work alongside your new Teams environment, or we can support your end-to-end migration needs.

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Resources

Get the latest information on Microsoft Teams, Power Platform and the world of UCC in our resources area