Great news in the contact centre world! Eleveo has officially created an integration for Microsoft Teams and Webex Contact Centre in one centralised place, enabling your agents with easier access to the calling and collaboration features they need to deliver exceptional customer experiences.
Earlier this year, Cisco received the Microsoft certification for its Webex Contact Centre, bringing for the first time a Unified Calling (UC) platform between organisations’ Microsoft Teams environment and Cisco Webex Contact Centre.
What does this unified integration mean?
Webex Contact Centre is an Enterprise Class Contact Centre as a Service (CCaaS) solution that enables skill-based routing of inbound “call centre” type calls and is designed to provide a seamless end-to-end customer service experience across voice, chat, email, and social media channels.
The Webex Contact Centre integration for Microsoft Teams combines rich omni-channel customer engagement capabilities with the UC platform, helping your business improve cross-function collaboration, knowledge sharing, and Customer Experience reporting among agents, supervisors, and other Teams users.
With the added flexibility of Eleveo Workforce Optimisation (WFO) tools and capabilities, your agents can securely and easily leverage the benefits of both platforms.
What’s in it for your business?
This unique all-in-one solution gives your organisation the ability to not only record calls from your Microsoft Teams UCaaS solution but also from Webex Contact Centre, allowing your agents to focus on contact centre quality assurance whilst maintaining compliance recording throughout your business.
Your users can now analyse each customer interaction from one single unified dashboard, removing the need to switch between different applications.
So, what are you waiting for?
Contact us now to discuss your contact centre strategy and book a showcase!
“Eleveo sits at the centre of any effort to build a communication and collaboration infrastructure in the cloud. Many organisations begin their cloud migration by adopting Microsoft Teams, and we record both Microsoft Teams and Webex Contact Centre. With an Eleveo-enabled unified call platform, organisations will accelerate both a contact centre’s cloud migration process and its time-to-value.”
Brian Shore CEO, Eleveo