Intermedia Contact Center for Microsoft Teams

Key features:

• Answer Contact Center Calls in Teams: Let frontline users answer customer calls routed to them using their Microsoft Teams endpoint, while still enjoying the advanced call handling capabilities to route and manage customer interaction from the contact center.

Benefits:

• Certified by Microsoft: Microsoft has inspected and certified that Intermedia’s Contact Center integration with Microsoft Teams has met their rigorous standard for quality and security.
• Better Employee Visibility: Other employees can see whether a frontline user is available, taking a customer call, or is otherwise busy in Microsoft Teams. Supervisors also have better visibility into frontline user activity.
• Better Customer Experience: Businesses get a more unified experience between Teams and Contact Center, which allows for greater collaboration with internal employees while enjoying all the benefits of a contact center [e.g., increased accuracy/efficiency for contact routing – improved First Contact Resolution (FCR, enhanced frontline (agent) productivity].