If you are considering enhancing your company’s Unified Communication, leveraging the Microsoft Teams platform in combination with third-party UC solutions could be a winning choice for your customer service.
Choosing the right UC system for customer service is not an easy task. Several pivotal points closely related to the perception of service must be taken into account. Nowadays, people are looking for a smooth customer service experience to solve their questions as quickly as possible. How to take your company’s communication to the next level? Given this scenario, is Microsoft Teams the best choice?
Regardless of whether you are a service provider, a system integrator, or a company, you should consider Microsoft Teams-certified third-party UC solutions as tools for managing business conversations. Using a single ecosystem to manage customer service can revolutionize the work of your agents.
Microsoft Teams is the thread that weaves together all the tools you need to seamlessly manage your company’s communications with your customers. By integrating third-party UC platforms with Teams, agents can increase their productivity by streamlining their journey. They do not have to switch from one application to another and, as a result, they save time and are more efficient.
What should you expect from a UC suite for Microsoft Teams?
As mentioned, it is essential for a company to streamline agent tasks in order to efficiently manage daily conversations for optimal service. Only a well-integrated all-in-one UC system can guarantee this. By choosing Microsoft Teams and integrated third-party UC applications, such as Mida’s, agents can count on:
- Customized IVR menus – Your new telephony system will ensure easy and intuitive customization of the service. Goodbye to tedious waiting times thanks to personalized messages that provide valuable information to callers.
- Advanced call distribution algorithms – Conversations should be routed to the most appropriate agent, and identified according to the routing algorithm chosen for the service. This helps to improve service quality, as it increases the number of requests resolved at the first customer service interaction.
- Compliance Recorder – The integration of Microsoft Teams with a recording application can allow conversations from different sources to be stored in a single repository for a specific period of time, in compliance with the latest security and privacy regulations and business requirements.
- WhatsApp and email integrations – A multi-channel customer experience can be ensured in Microsoft Teams thanks to these valuable third-party integrations. In the same user interface, the agent can manage conversations from different channels.
- CRM integration – Companies can provide a more personalized service by relying on CRM integration. Having CRM data at hand makes all the difference. It helps agents to know the customer’s background and to support them immediately.
- PowerBI and other BI tools integration – You should choose UC applications that are also integrated with BI solutions. This allows companies to easily integrate UC KPIs and advanced insights with any other business data. These analyses are useful for understanding service weaknesses and discovering how to improve them.
UC Today listed Mida Solutions’ UC products among the 2023 top third-party applications for Microsoft Teams, both with the contact center and compliance recorder.
Choose Microsoft Teams-certified UC solutions now as a hallmark of efficient customer service. Certification guarantees reliability and a high level of quality to embrace this technology as a complete support ecosystem. This will help increase your workforce, whether your agents are in the office or at home.