Many technology vendors have been focused on developing contact centre software that integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics. With this focus, many contact centres now have capabilities that range from screen pops based on customer phone numbers, email addresses etc., through to API integration to...
Advanced Call Routing with MS Teams
With the sudden shift to remote work during the global pandemic, many companies have been scrambling to modernise their working environments. At the forefront of this trend is the need to streamline communication for a globally distributed workforce.Enterprises with global and remote workforces need a secure and reliable approach for...
Operator Connect for Microsoft Teams
Microsoft Teams’ new Operator Connect feature makes Public Switched Telephone Network (PSTN) calls simpler and faster. It enables you to bring your operator to Teams if they are participating in the programme, while also unlocking several benefits such as: Leveraging existing operator contracts – You can keep your preferred...
Why use a native Call Centre for Teams
Collaboration and communication is everything in the modern business world. Organisations have gravitated to systems such as Agile and DevOps with the intention of inspiring teamwork and improving operational efficiency; and central to the success of these systems is a robust, unified communications system. With so many companies using a...
CentrePal – Microsoft Teams Native Contact Centre
A contact centre solution gives an organisation a host of tools that would empower it to resolve customer issues via multiple channels. It would also contain the tools an organisation would need to monitor calls and analyse data for training and development of its agents. Automated call distribution, CRM integration,...