Our partner network is constantly widening and we are glad to rely on trusted partners around the world to help global companies get the most from UC technologies. Now we are glad to officially present our new business partner Microsys, an Italian System Integrator with which we partnered to provide our common customers with a complete contact center for Microsoft Teams integrated with Dynamics 365.
Who is Microsys?
Microsys is a System Integrator that for over 30 years, thanks to Microsoft technology, has been helping companies of all sizes take on the challenges of digital innovation effectively.
With more than 300 customers throughout Italy, Microsys supports entrepreneurs and managers to increase business productivity, improve data analysis and interpretation, adapt and use vertical ERP and CRM solutions and fine-tune the technological infrastructure for maximum efficiency and security in response to business needs.
Why did Mida and Microsys start to partner?
Some years ago we decided to put together our expertise to come up with the useful integration between our UC suite for Microsoft Teams and Dynamics 365 CRM to provide contact center agents with an integrated application, helping them be more effective in their daily activities.
We both understood how relevant it is for agents to have all the information at hand during conversations and that’s why we combined our different skills to provide a powerful solution that helps companies increase their customer service quality. For us, this common value proposition highlights a win-win relationship because Mida was searching for a Microsoft partner with Dynamics 365 expertise, and Microsys was looping up for an independent software vendor with innovative UC solutions for Microsoft Teams to complete its offering.
“Often many companies, which contact us to adopt Dynamics as CRM, ask us also for an integrated attendant console solution for Microsoft Teams. Now, thanks to this partnership, we have a joint solution that combines the professional features of a corporate contact center in a unique hub”, says Gianpaolo Vittorelli, the CEO and CTO of Microsys, explaining that being able to efficiently handle conversations in this way, is a crucial aspect for companies because it increases their service overall performances.
With this new powerful integration, when someone calls the company, immediately a Dynamics pop-up window showing the record of the caller appears: this makes both agents’ and customers’ experience better because the first is immediately aware of the scenario, without wasting time copying and pasting the caller number in the CRM to access records, and the second has a better perception of the service.
“Agents can make the same action manually but, with this integration, the service will be more efficient: it allows companies to provide a higher quality customer service and consequently enhance reputation. This does not concern only the big companies which have a high volume of calls to be handled but also the smallest.”, explains Marco Cortese, President at Mida Solutions.
“It’s simple and it works, this is the solution we thought for our customers and we are happy to provide it thanks to this partnership”, says Gianpaolo Vittorelli during a recent interview with Marco Cortese. They also anticipated that they are considering common future steps in this direction: provide an outbound product with the same integration.
For any questions about this joint solution contact us from this page.