Teams Telephony is just right for many organizations. Calling, transferring, queues, and menu options: it’s all included. However, as customer services grow, there comes a point where it becomes tight.
How do you know if you've reached that point? And what's the next step?
The difference in one sentence
Teams Telephony handles the availability of your employees. A contact center handles the resolution of customer inquiries, across all channels.
Seven signs you need to look further
- Customers come through multiple channels. Phone, email, chat, and WhatsApp are separate from each other.
- You want to route based on skill. A billing inquiry should go to the colleague familiar with it, not just anyone who is available.
- Your employees lack customer information. They need to search through three systems during the conversation.
- You want to record calls for quality or compliance. And in a neat and controllable manner.
- Your team leaders want live management. With wallboards, wait times, and occupancy per channel.
- You also make outbound calls. For appointments, campaigns, or callbacks, for example.
- You want to deploy AI. For summaries, customer sentiment, or a virtual assistant that handles simple questions.
Recognize three or more? Then it's time to seriously consider a contact center.
Contact center within Teams
Good news: you don’t have to leave Teams. Microsoft has a certification program for contact center solutions that work with Teams. Your employees remain in the environment they know.
At 365 Angels, we work with various certified solutions, such as Dynamics 365 Contact Center, Luware, Tendfor, and Roger365. Each solution has its own strengths. One excels in AI and Dynamics integration, while another is simple and quick to set up.
Don’t choose too quickly
A contact center is a bigger step than Teams Telephony. It requires choices about processes, channels, and reporting. Start by asking how you want your customer contact to look. Then choose the technology.
The growth path
Many organizations start with Teams Telephony and grow from there. First reachable, then customer context, then insight. And if customer contact demands it: a full-fledged contact center. This way, you grow step by step, without having to overhaul everything at once.
Unsure if Teams is still enough for your customer service? Schedule a conversation and we’ll look honestly with you. No sales pitch.
Frequently Asked Questions
Do employees need to use another program?
With solutions certified for Teams, employees work largely from Teams or an integrated environment.
Can I start with just one team?
Yes. Many organizations start with customer service and expand later.
Can I keep my current queues?
Your current numbers and structure are the starting point. The setup of the queues moves to the contact center.
