Unlocking Seamless Collaboration: The Unified Power of Webex Contact Center in Microsoft Teams Channel

Contact Center March 7, 2024

Microsoft Teams is an essential component for various applications. Teams play a crucial role in our day-to-day operations and interactions with customers. At the heart of our solution lies a robust Microsoft Teams integration, catering to approximately 75% of our customers who seek a comprehensive solution that goes beyond mere integration.

Our Microsoft Teams integration is more than just a connection; it’s a full-fledged collaboration that seamlessly integrates with various aspects of our customers’ communication needs. We excel in providing a comprehensive solution, ensuring that our customers can leverage the unified power of Webex Contact Center within the Microsoft Teams channel.

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While Microsoft Teams serves as the desktop hub for many organizations, there are still instances where customers require integration with traditional applications on the back end. Cisco, with its extensive experience, excels in providing a seamless integration that embraces both the modern and traditional aspects of communication.

Microsoft Teams enriches the user experience by seamlessly integrating with our Webex application, ensuring that everything stays synchronized effortlessly. The onboarding process is streamlined, making it remarkably simple for companies already using Teams. A quick connection to our voice’s WebEx application, and everything syncs up automatically – a process that is both intuitive and efficient, requiring just a click.

Key Features of Webex Contact Center Integration with Microsoft Teams:

1. Skill-Based Inbound Call Routing: Effortlessly route skill-based inbound calls from the Microsoft phone system to Contact Center agents, ensuring efficient and targeted customer interactions.

2. Compatibility with Microsoft PSTN and Direct Routing Providers: Support for both Microsoft PSTN and third-party direct routing providers, providing flexibility in connectivity options.

3. Seamless Call Handling from Teams Interface: Empower agents with the capability to handle calls directly from the familiar Microsoft Teams interface, streamlining workflows and enhancing productivity.

In conclusion, the unified power of Webex Contact Center within the Microsoft Teams channel not only bridges the gap between modern and traditional communication needs but also elevates collaboration to new heights. As we continue to embrace the changing dynamics of the digital workplace, this integration stands as a testament to our commitment to delivering innovative and seamless solutions to our valued customers.

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Source: https://help.webex.com/en-us/article/nreoevcb/Microsoft-Teams-and-Webex-Contact-Center-Telephony-Integration, Oct 2023