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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.

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?