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Microsoft & Enghouse Interactive bring the best of Teams to the contact centre

By Sara Barker, Wed 20 Oct 2021

Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.

Take Microsoft Teams, for example. Its massive growth is testament to the fact that millions of businesses worldwide understand one key insight: There is immense value in a solution that helps organisations work together internally to meet the needs of the business and the customer.

The contact centre is the front counter of the business where agents work to deliver superior services to the customer, building both profit and brand loyalty. It makes sense to find a contact centre software solution that integrates with the Teams platform.

The team at Enghouse Interactive believes that Teams integration is a natural choice for businesses seeking to provide the best customer experience possible.

Together, Enghouse Interactive and Microsoft have worked together for more than 20 years to provide deeply integrated contact centre solutions. Enghouse provides a Teams-integrated gold standard contact centre solution that enhances service delivery.

Enghouse Interactive is also a Microsoft Gold Certified Partner that places the company in the top 1% of technology providers. Enghouse is also one of the first ISVs to be certified in the Connected Contact Centre Microsoft Teams Certification Program and is perfectly suited to helping organisations bring Teams into their contact centres.

“With an Enghouse Teams Contact Centre, activity can be viewed within the Teams interface. Calls are presented with Teams notification, and contact centre staff can draw on any department and get the right information to your customer,” the company says.

The Enghouse Interactive interface is not only user-friendly, but it also offers capabilities including integrated CRM, omnichannel routing, and data analytics in real time.

Team leaders can monitor and support staff in any location, while native Teams-integrated interaction recording will ensure that your organisation meets the necessary compliance and quality standards.

Enghouse's solution also includes a built-for-purpose Teams-integrated Operator Console, which enables frontline staff to route calls through to the best available person to handle an issue.

Enghouse's capabilities are also supported by AI tools that support staff and ultimately enhance the customer journey.

The company says, "With the widest customer experience portfolio in the world, the Enghouse best in class software is the result of over thirty years of working closely with contact centres of all sizes to understand their needs and provide technological solutions."

If you're ready to enhance your contact centre experience with a natively integrated Teams-Certified solution, contact Enghouse Interactive now.

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