How to improve the customer experience with a certified Microsoft Teams contact center integration

A determining factor for a successful CX strategy is how well their employees work together—with the right contact center integration companies can bring teams together to deliver outstanding customer experiences.

Workforce dynamics continue to change and become more complex. The communication siloes resulting from the hybrid and remote work environment continue to highlight the importance of promoting and facilitating collaboration across every team and department in a company.

Service, sales, marketing, and product teams all play a big part in the customer journey. But, they often each use a different tool or application to collaborate, which makes it impossible to work together—especially when it comes to solving a customer issue. Regardless of training, agents will not have all the answers, and they need access to subject matter experts (SMEs) within the organization then and there to make sure they get the customer’s needs addressed the first time.

49% of customers say they have stopped working with a company because of an instance of poor customer service. Some leading factors impacting a customers’ likelihood to work with a company again in the future is whether or not the contact center agent can resolve the issue or if the customer has to repeatedly contact the company for a resolution. Studies found that 35% of contact centers rely on a unified communication as a service (UCaaS) and contact center as a service (CCaaS) integration to look outside of the contact center and engage non-agent SME resources to help resolve these complex customer issues.

The majority of contact center agents rely on SMEs and other departments to address customer questions and concerns, so it’s imperative they have the right tools in place to actively communicate across teams to get the help they need when they need it.

Break down silos with a certified Microsoft Teams Connected Contact Center.

The Talkdesk Microsoft Teams Connector breaks down collaboration silos within an organization and promotes teamwork and knowledge sharing between contact center agents and subject matter experts to solve customer questions faster. A direct routing integration and a common directory allows for Talkdesk and Teams users to easily collaborate back and forth, and real-time alerts ensure insights from the contact center are shared with the right teams across the business to keep everyone informed. The Talkdesk Microsoft Teams Connector brings teams together to increase productivity, reduce customer effort, and improve customer satisfaction.

Talkdesk is a certified Microsoft Teams Connected Contact Center, officially validating the Talkdesk Microsoft Teams Connector by Microsoft and making it available to all Talkdesk customers. Charanya Kannan, chief product and engineering officer at Talkdesk noted: “Becoming a certified Microsoft Teams Connected Contact Center validates the deep integration between Talkdesk CX Cloud and Microsoft Teams to connect contact center agents with subject matter experts across the organization. Investing in the certification process is another way we continuously prove our commitment to offering our customers choice regarding their organizations’ collaboration strategy.”

Getting here takes commitment—the Microsoft Teams contact center certification program is rigorous and thorough. Being a certified Connected Contact Center indicates Talkdesk has been fully vetted and approved by Microsoft as a valuable contact center partner for any company using Microsoft Teams.

Talkdesk CX Cloud and Microsoft Teams: Better together.

Together, Talkdesk and Microsoft’s emphasis on innovation and dedication to meaningful connections makes our combined solutions uniquely qualified to help companies achieve better customer experiences through improved collaboration.

As Abel Aguiar, executive director artner channel at Microsoft notes, “The recent Connected Contact Center certification of Talkdesk with Microsoft Teams continues to reinforce the demand from our joint customers for an integrated UCaaS and CCaaS solution. This deep integration ensures agents have easy access to subject matter experts across the enterprise to improve collaboration, deliver better customer experiences, and allow companies to maximize the value of their cloud investments.“

The growth for both organizations is undeniable – Microsoft Teams passed an astonishing 145 million daily active users and Talkdesk launched 50 innovations in the past 4 years, also securing a #8 rank on the Forbes Cloud 100. Microsoft is recognized as a Leader in the 2021 Gartner®  Magic Quadrant™ for UCaaS. Talkdesk is recognized as a Leader in the 2022 Gartner®  Magic Quadrant™ for CCaaS.

Our joint customers benefit from market-leading collaboration and contact center solutions to transform their customer experiences and improve their employee collaboration.

Level up your organization with a certified Microsoft Teams Connected Contact Center Solution.

The integration of  Talkdesk CX Cloud communications tools with Microsoft Teams unified communications tools enables employee collaboration so teams can share knowledge and expertise across departments. In doing so, you foster a customer-centric culture that drives real business results. Check out this guide on how to maximize results with your unified communication and contact center integration.

Gartner, Magic Quadrant for Contact Centre as a Service, Drew Kraus, Steve Blood, 22 August 2022. Gartner, Magic Quadrant for Unified Communications as a Service, Worldwide, Rafael Benitez, Megan Fernandez, Updated 15 February 2022, Published 18 October 2021.

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