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1. Where Teams Voice Ends and Contact Center Begins
Manage episode 418395098 series 3570623
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Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers.
Does this mean the only other option is a larger CCaaS vendor with many features that most of the market doesn’t need?
In this month’s session of Always On CX:EX, Gidi Adlersberg (Director of Business Development) and Josh Chronister (Product Marketing Manager) discuss how to address where MS Teams Voice ends, and the Contact Center begins.
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#ContactCenter #MicrosoftTeams #CX
00:00 Intro
0:47 Favorite features of Teams Voice
6:04 When to consider using Teams as a Contact Center
7:50 Where do Teams Contact Center capabilities end
11:35 Most of the market needs more than Teams but not what a large CCaaS vendor offers
14:31 Consolidation of UC and CC
20:04 Advice for leveraging Teams as your Contact Center
24:16 How to approach 2023 with a focus on CX and EX
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