1. Where Teams Voice Ends and Contact Center Begins

Always On CX:EX

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