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

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.


Publish Date: October 5, 2021

2024 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from Evolve IP

Recent Blog Posts:
Hosted Unified Communications in a New Era of CareFebruary 10, 2022
Top Three Unified Communications Market TrendsNovember 23, 2021
Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020

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