Unlocking the Power of Microsoft Teams: Exploring Voice and Contact Center Integration Models
As businesses continue to embrace digital transformation, integrating communication and contact center solutions with platforms like Microsoft Teams becomes increasingly vital. With the right integration model, organizations can enhance their productivity, streamline operations, and deliver exceptional customer experiences. In this blog, we’ll explore the three primary models for integrating voice and contact center solutions with Microsoft Teams: Extend, Connect, and Power.
Extend Integration: Enhancing Your Existing Teams Environment
The Extend integration model is designed for organizations looking to enhance their existing Microsoft Teams environment with additional contact center capabilities without making major changes to their current infrastructure. This model leverages Teams' native features while integrating third-party solutions to provide a robust contact center experience.
Key Features:
- Direct Routing: Connects Teams to the Public Switched Telephone Network (PSTN) via Session Border Controllers (SBCs), allowing organizations to use their existing telephony infrastructure.
- Certified Contact Center Platforms: Solutions like Five9, Genesys Cloud, and NICE inContact seamlessly integrate with Teams, offering advanced call routing, queuing, recording, and analytics.
- APIs and Bot Frameworks: Custom contact center functionalities can be developed using Microsoft’s APIs and Bot Framework.
The Extend model is ideal for businesses that want to build on their existing Teams setup, adding enhanced contact center capabilities without a complete overhaul.
Connect Integration: Seamless and Unified Interaction
The Connect integration model provides a deeper, more seamless integration between Microsoft Teams and the contact center solution. This model offers a more unified user experience by enabling the contact center platform to interact closely with Teams while operating as a separate system.
Key Features:
- Tighter Integration with Teams: Utilizes Teams Graph APIs and presence information to improve call routing and agent availability.
- Advanced Connectors: Middleware and connectors enable sophisticated interactions between Teams and the contact center platform.
- Unified User Experience: Provides a balanced approach, allowing organizations to leverage existing contact center investments while achieving a more integrated experience.
The Connect model is perfect for businesses seeking a harmonious blend of their current contact center systems with the enhanced functionalities of Microsoft Teams.
Power Integration: Fully Native Contact Center Solution
The Power integration model represents the deepest level of integration, where the contact center solution is built to work natively within the Microsoft Teams environment. This model replaces traditional telephony infrastructure with Teams and its ecosystem, offering a unified platform for all communication and contact center needs.
Key Features:
- Microsoft Teams Calling Plans: Fully utilizes Teams Calling Plans and Direct Routing as the primary telephony solution.
- Native Contact Center Functionality: The contact center solution runs within Teams, providing seamless call routing, queuing, analytics, and reporting.
- Unified Platform: Offers a single, integrated platform for all communication and contact center activities.
The Power model is best suited for organizations looking to fully migrate to a cloud-based, unified communication and contact center solution, leveraging the comprehensive capabilities of Microsoft Teams.
Choosing the Right Model with NRM Communications
Selecting the appropriate integration model depends on various factors, including your current infrastructure, business needs, and future goals. At NRM Communications, we specialize in helping businesses assess their needs and requirements to identify the best integration model and contact center products. Our team of experts will work closely with you to ensure a seamless transition, enhancing your communication and contact center capabilities.
Let NRM Communications guide you through the process of unlocking the full potential of Microsoft Teams. Contact us today to learn more about how we can help you achieve your digital transformation goals.
