Traditional contact centers are gradually phasing out, making way for new and improved cloud center options. As one of the leading tech product and service providers, Microsoft turned its focus toward cloud contact centers in 2018, and the results have been tremendous since Teams’ founding. About 115 million users depend on Microsoft Teams to manage their customer service and internal communications efforts as of 2020, providing a convenient solution to face the COVID-19 pandemic and its realities. This article shares more insights about the Microsoft Teams contact center and the benefits businesses can enjoy using this contact center solution when integrated with Bright Pattern omnichannel software.
What is a Microsoft Teams call center?
A Microsoft Teams call center is a cloud-based contact center tool integrated into the Bright Pattern system using APIs and other immersive connections. A Microsoft Teams call center can afford you a seamless transition from legacy systems into the cloud, reducing the stress and cost of hiring agents and procuring heavy machinery in the process. Implementing a Microsoft Teams call center enables agents to hold omnichannel conversations, leading to numerous benefits.
What are the main benefits?
Some of the profound benefits of Microsoft Teams contact centers are described below.
Centralized Communication Environment: Microsoft began Teams as a collaborative platform. Today, the platform transcends mere digital contact center solutions, creating a one-stop solution for companies to manage customer interactions and communication among staff. This unified communications benefit is one of the main reasons businesses consider Microsoft Teams as a go-to option.
The cloud platform acts as a basic business phone system that enables agents to manage customer queries across multiple platforms. This omnichannel customer experience feature has become crucial for implementing CRM strategies for today’s customers, who often use multiple communication platforms every day.
According to marketing surveys, the average online user has eight social media platforms. With a centralized communication system, you can reach customers anywhere they want, ensuring no customer falls out of the loop. Microsoft Teams contact centers also give way for partnering vendors like Bright Pattern to provide agents with frictionless integration across customer-related apps.
Flexibility: Today’s customer service agents have become more like knowledge workers than stationed workers tied to outdated and skill-heavy communication equipment. Therefore, your contact center agents will need more room to perform higher-value tasks, shifting away from the traditional approach of attending to the phone whenever a customer calls. Successful businesses that prioritize their customers favor proactive customer relationship management efforts, which involve strategies to engage customers and anticipate their problems.
A huge part of this new workforce and operational trends depends on your contact center’s agility and automation capabilities.
Microsoft Teams is an open environment developed with scalability and customization in mind, giving companies the opportunity to scale up or down to their customer size and unique business needs. You can leverage automatic attendants for reduced errors and more time for agents to develop intuitive strategies for multiple reasons to stay with your business through thick and thin.
Real-Time and Actionable Analytics: Data is a mainstay in contact center management operations. Knowing more about your customers through data and their feedback on your services and products can effectively improve quality management in your contact center. Microsoft Teams contact center solutions can afford you effective insights to build an intelligent contact center experience, segmenting users based on their behaviors and special needs. This contact center solution comes with a dashboard to conveniently display your data in real time, helping you track customer behaviors and tweak your strategies accordingly.
Innovation Opportunities: The cloud hosting your contact center solution is an important innovation applicable to your contact center, and Microsoft Teams contact center solutions provide endless growth opportunities. But the future holds even more promise for businesses adopting Microsoft Teams call center solutions.
All in all, these insights can help you ground your understanding and decision to adopt Microsoft Teams and Bright Pattern contact center solutions for your business.