Modern telephony in contact centers: Optimal use of Teams & ACS

Duration of webinar: approx. 45 minutes

Telephone contact remains one of the most important aspects of customer communication – and at the same time one of the most complex. In modern contact centers, the question is no longer which telephony solution is the right one, but how telephony can be meaningfully integrated into a modern contact center.

In this webinar, we will show you how telephony via Microsoft Teams or Azure Communication Services (ACS) can be seamlessly integrated into contact center processes: from routing and reporting to omnichannel scenarios. You will learn what role telephony plays as part of a contact center platform – and when pure operation via Teams without a contact center is sufficient or reaches its limits.

What you can expect from the webinar

• Best practices for integrating telephony into the contact center
• Telephony via Microsoft Teams: possibilities and use cases
• Telephony via ACS: flexible, native options for the contact center
• How routing, reporting, and customer experience benefit from integration
• The role of AI, automation, and bots in telephone customer contact
• Criteria for determining when Teams is sufficient and when a contact center makes sense