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Enterprise Connect - Schedule Viewer

The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. Click on session titles for full session descriptions. All times noted are in EDT.
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How to Get Contact Center Capabilities Into Your Microsoft Environment

Randy Chapman  (Modern Workplace Architect & Head of Product, Symity)

Date: Monday, March 21

Time: 10:15am - 11:00am

Pass type: Entire Event Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: Conference Breakout Session

Vault Recording: TBD

Enterprises are increasingly turning to cloud-based contact center services (CCaaS) to deliver exceptional customer experiences, quickly and efficiently addressing customer requests. But if you are a Microsoft shop, getting a contact center service working with Microsoft Teams comes with several unique challenges. In this session, a leading Microsoft expert will explore the options for setting up your contact center in Teams. We will look at the full range of functionality you’re likely to need, from age-old PBX-style features like hunt groups and auto-attendants, to highly integrated omnichannel solutions that intelligently route callers to the agent who can best address customer requests--and we’ll discuss how to add these into Teams.

You’ll come away from this session with a better understanding of how to integrate contact center functionality with Teams, both at the strategic enterprise level, as well as at the level of features and functions.

Takeaways:

  • What are your contact center options if you’re a Microsoft shop?
  • How should you assess whether your current or future contact center service is Microsoft ready?
  • Is voice enough for your contact center? And how does your answer to this question impact your plan for blending Teams with the contact center?
  • How do you measure the success of your contact center implementation with Teams?