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Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams Integration - Evolve IP - ContactCenterWorld.com Blog

Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams Integration

The pandemic has brought a seismic shift in the business landscape and businesses are now operating with most of their workforce at home. This has elevated the role of Contact Center as a Service (CCaaS) solutions that easily empower a hybrid workforce that operates from anywhere. Some organizations downplay their contact center and treat them as operational cost center instead of the strategic value they hold as the primary face of the customer experience. How the contact center responds to customers will leave a lasting impression and define a company’s brand.

The Problem: Disparate Contact Center, Telephony and Collaboration Solutions

The global pandemic forced contact centers to spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. This approach, although good enough, has left businesses with five1 disparate remote working technologies with overlapping functionalities. This has not only increased an organization’s spend in cloud-based tools by 25%2, compared to pre-Covid levels, but has also prevented agents from being fully efficient. According to our recent remote working survey, 67%1 of employees believe they would be more productive if their CCaaS and remote working solutions were integrated2.

The Solution: Unified, Omnichannel CCaaS that Seamlessly Integrates with the Rest of the Business

This cloud sprawl along with the rise in remote and hybrid work has forced most businesses to rethink their long-term strategy. IT and CCaaS leaders are looking at better ways to connect agents to the contact center solution and critical applications they need to do their jobs.


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In addition to a cloud-based, omnichannel CCaaS solution that was recommended pre-pandemic, leading analysts and product experts are suggesting a unified solution that seamlessly integrates contact center with the rest of the organization.

CCaaS, when integrated with a telephony and collaboration solution provides streamlined access to tools and applications that help agents find the right answers quickly, thereby improving first contact resolution and customer satisfaction.

See why Evolve IP has been recognized for the 5th time in the Gartner Magic Quadrant for Contact Center as a Service. Download your copy today to evaluate the CCaaS providers for 2021.

 

Benefits of a Unified CCaaS Solution with Teams Integration

  • Visibility into Coworker’s Presence Status: CCaaS agents can see the presence status of all employees in the organization, allowing them to connect to the subject matter expert (SME) whenever needed.
  • Flexible Work From Home Deployment Options: CCaaS agents can operate via the best endpoint for their needs including a softphone (Evolve Contact Suite or Microsoft Teams), their mobile phone, a physical handset (SIP or Microsoft Teams), etc.
  • Seamless Customer Experience: CCaaS agents can collaborate with anybody in the organization to get the answers they need plus they can instantly conference or transfer a Supervisor or SME.
  • Leadership Empowered: CCaaS supervisors can remotely listen to live interactions and “whisper” in their Agent’s ear to provide instant coaching.
  • Expanded Labor Pool: Leadership has the flexibility to hire staff that can Work Anywhere.
  • Ability to Transfer Calls and Send Notifications: CCaaS agents can transfer calls to coworkers that are not part of the contact center and can alternatively send notifications to them should the need arise.
  • Consistent User Experience: The end-user experience remains consistent across all platforms and all agents are defined and authenticated in Microsoft Active Directory, like other employees in the organization.
  • Improved Meetings Experience: According to Gartner, CCaaS advisers working remotely during the pandemic have experienced better quality connections to meetings using platforms like Microsoft Teams than using CCaaS platforms.

Other Benefits of a Cloud-Based, Omnichannel Contact Center as a Service:

  • Lower TCO: A cloud-based CCaaS solution allows businesses to eliminate CAPEX, maintenance costs, upgrade charges, and reduce traditional telecom expenses. They only need to pay for the services they need.
  • Improved Customer Satisfaction: An omnichannel CCaaS solution can improve a caller’s experience with advanced routing tools, surveys, callback capabilities, CRM integrations, and business intelligence insights.
  • Increased Business Efficiency: CCaaS solutions that deliver advanced features such as AI-driven speech analytics, call recording, workforce management, reporting etc. can further enhance business efficiency

Top 10 Questions Businesses Should Ask Themselves

Like most contact centers, if you are looking to redefine your CCaaS strategy, here are the top 10 questions you should ask yourself:

  1. Have you standardized your remote working environment (Internet / ISP/router, ergonomics, headset, HR policies, employee reimbursement, etc.)?
  2. Do your agents have access to the applications needed to perform their daily functions?
  3. Can the business operate as effectively with everybody remote (coaching, training, QA, new hire shadowing/learning)?
  4. Do your leaders have access to the customer experience metrics, agent performance insights, and call recordings they need?
  5. How much IT effort is required to remotely support the end-users?
  6. Are agents able to BYOD? Are you providing them with expensive desktops/laptops to work remotely? Are you making the shift to “throwaway” IT (cheap end-user devices)?
  7. How quickly and easily can you onboard a newly hired class of agents?
  8. Are the IT & Legal teams comfortable that the contact center is addressing the organization’s security and compliance expectations?
  9. Which collaboration platforms do you use? Does your contact center solution integrate with your current collaboration platform?
  10. Are you looking for a quick fix, disparate solution or a unified, long-term strategic solution that can improve both customer & employee satisfaction?

How Can Evolve IP Help?

Evolve IP is a true technology partner that can help businesses future-proof their CCaaS strategy along with the rest of their business. No one besides Evolve IP provides a complete solution for agents and managers that delivers award-winning omnichannel features, secure access to desktop services and business applications, and integration with the rest of the business via Microsoft Teams; all from a web browser on nearly any device.

Contact us today for a free consultation on your CCaaS strategy.

Source: https://www.evolveip.net/blog/your-guide-to-contact-center-as-a-service-ccaas-with-microsoft-teams-integration

Publish Date: October 5, 2021 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Evolve IP

Recent Blog Posts:
Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021 5:00 AM
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021 5:00 AM
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021 5:00 AM
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021 5:00 AM
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021 5:00 AM
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020 5:00 AM
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020 5:00 AM
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM

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