Bringing Calling and Contact Center to Microsoft Teams

Authors: Irwin Lazar, President and Principal Analyst Not available for licensing. Companies using Microsoft Teams for meetings and messaging are at an inflection point. They want to add calling and contact center capabilities to Teams, but must do so in a manner that optimizes user experience, minimizes costs, and maximizes availability and reliability. In addition, they must ensure access to new and emerging capabilities to improve customer experience. The ideal path forward is one that leverages a unified calling and contact center solution, natively integrated into Microsoft Teams, with access to composable capabilities for customer engagement. In this Metrigy issue paper, we share our latest data on Teams adoption trends, options for integrating voice and contact center capabilities into Teams, and the benefits of leveraging a unified calling and contact center solution to optimize employee and customer engagement.

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Table of Contents

• Executive Summary
• The State of Microsoft Teams
• Meeting Customer and Employee Engagement Needs
• Teams Integration Options
  • All Microsoft
  • Teams + Third-party UCaaS & CCaaS
• What to Look for in a UCaaS/CCaaS Provider
• Conclusions and Recommendations