Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
As Microsoft has continued to expand Teams Phone features, companies are often using it to manage inbound calls, in effect utilizing Teams Phone as a lightweight call center. At the same time, many organizations are looking to leverage the benefits of integrating their calling and contact center infrastructure so agents can better communicate and collaborate with back-office employees and to streamline PSTN access management.
With this in mind, Metrigy recently conducted a study of nearly 200 organizations currently using Teams to examine three things:
- use cases for Teams Phone for inbound call management
- approaches for integrating Teams into third-party contact centers
- and how companies handle PSTN access management.
We identified different approaches based on participants’ realized benefits of using Teams in terms of cost savings, productivity improvements, and revenue gain to determine which strategies best correlated with success. Within our data set, almost 32% of respondents were currently using Teams Phone, with another 25% planning to deploy it this year. More than 91% of respondents had a dedicated contact center.
Is Teams Phone Good Enough for Inbound Call Management?
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