#contactcenterworld

Manchester, UK, April 26, 2021 -- M247, a global provider of connectivity, cloud technology and unified communications solutions is excited to announce the launch of Contact Centre for Microsoft Teams. The solution is brought to the market in partnership with technology vendor and long-standing Microsoft Gold partner, Geomant.

The launch comes a year after the release of Microsoft Teams Direct Routing and is part of M247’s roadmap for delivering a complementary suite of voice services that are flexible, easy to consume and underpin customers’ digital ambitions.

Built for the modern workplace and customer behaviour in the digital world, M247’s contact centre solution is part of 247Unified, a comprehensive suite of technology for Microsoft Teams, including direct routing, real-time reporting and analytics, and recording features.

Powered by Geomant, the technology integrates contact centre features with the Microsoft Teams user interface. Meaning organisations benefit from having their customer communications and collaboration stack on one platform, easily enabling the redefinition of customer engagement strategies and transformation of business operations.

The launch comes at a time when market demand for collaborative solutions has dramatically increased as a result of changes to working practises driven by COVID-19.

M247’s Group Product Manager for Unified Communications, Darren Hogan commented:

"We’re delighted to be bringing our contact centre capability to market through our partnership with Geomant. Alongside direct routing, cloud based call recording and real time insights and analytics, this latest addition to our 247Unified portfolio allows customers to transform their approach to customer success while fully maximising their investment in Microsoft Teams. Omnichannel contact centre is central to a successful customer success strategy, and we’re confident that we have a compelling proposition backed by a set of transformation services that deliver on the promise of unified communications."

Seamless integration with Microsoft Teams and CRM systems

Customer engagement is at the forefront of effective business intelligence and strategic decisions, making the seamless integration of telephony, collaboration and communication channels pivotal to technology transformation and digital innovation.

Powered by Geomant, M247’s Microsoft Teams Contact Centre solution enables better business and IT alignment. Integration between Microsoft Teams and CRM systems enables users to benefit from a truly unified communications stack with the key customer insights needed to deliver exceptional service.

Unified customer engagement across channels

Improving customer satisfaction and brand experience is one of the key challenges that businesses are confronted with every day. However, this challenge has expanded further in the post pandemic world, as consumer and employee habits have altered significantly.

At M247, we focus on empowering businesses to harness the full potential of their applications and data and improve their approach to unified communications.

Geomant’s CEO, Ákos Vécsei said, "Using the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise and are delighted to be working in partnership with M247 to offer this functionality to their customers."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://m247.com

Date Posted: Tuesday, April 27, 2021