We are happy to announce that Cisco Webex Contact Centre is now certified for Microsoft Teams.

Webex has officially integrated its Contact Centre as a Service (CCaaS) solution into Microsoft’s Unified Communications as a Service (UCaaS) platform, thus giving customer service teams access to a feature-rich Contact Centre solution, fully integrated in a Microsoft Teams environment.

Cisco had unveiled the partnership plans in 2022, generating excitement amongst Teams users while taking another step forward in the interoperability trend among collaboration technology providers.

So, what does it mean for Microsoft Teams Users?

From fully automated AI-powered digital engagements to intuitive agent experiences, Webex Contact Centre provides end-to-end Customer Engagement functionality, fueled by a comprehensive experience management suite. The platform includes 16+ integrated channels, conversational analytics, agent collaboration tools and much more.

Now, with the integration of Webex Contact Centre with Microsoft Teams, your business can take advantage of the full suite of communication tools offered by Microsoft Teams, while also using Webex Contact Centre to handle customer inquiries and support tickets. This integration makes it easier than ever for your teams to collaborate, communicate, and provide exceptional customer service.

In summary, the pairing of Microsoft Teams with Webex Contact Centre will improve knowledge sharing between SMEs and Contact Centre advisors, resulting in enhanced customer engagement.

Get in touch today and start your journey to improved customer engagement with Natilik, Webex and Microsoft.

“Microsoft treats unified communications and the contact centre almost like a feature of Office. Yet, Cisco sees the chance to make the Teams experience a better experience than Microsoft can.”

Zeus Kerravala Founder and Principal Analyst, ZK Research