Collaboration and Customer Experience (non-Teams)
Rethink communication with a secure, all-in-one phone solution that helps you connect and collaborate better.
Businesses today are under more strain than ever before. With increasing expectations and a rapid pace of growth, organizations have to focus on communications across multiple verticals and engage with various stakeholders simultaneously. Furthermore, today many enterprises are distributed, with operations and employees across geographies and time zones. When you’re up against these challenges, you need a cutting-edge communication setup to back you up.
With telephony, messaging and voice capabilities all rolled into one, Microsoft Teams Phone offers an integrated, easy-to-set-up solution that can support organizations of all types and sizes. Turn away from legacy systems and harness cloud-powered telephony that’s simpler in every way while bringing all the functionality you need.
Flexible
Advance communications with unfettered access from any device and platform. With support for a wide range of premise telephone and conferencing equipment, end-to-end integration is easy.
Easy to manage
Manage and control everything from a single interface at Teams Admin Center. Be it billing or calling plans, managing enterprise-wide phoning is quick, simple and hassle-free.
Best-in-class
Microsoft Teams has been recognized as a segment leader in Unified Communications by Gartner. Microsoft 365 Business Voice is supported in over 70 countries and regions.
Power-packed
With conferencing, advanced call management and contact center integration capabilities, Teams Phone is packed with robust functionality that can help you go further than ever before.
Although change is a fundamental part of the business landscape, shifting your enterprise operations to a new platform is never easy. When this shift pertains to a business-critical element such as communications, the stakes are even higher. Our experts understand this challenge inside out. With a proven, comprehensive methodology that accounts for every detail, we help you orchestrate the deployment and integration process across your organization. We ensure a seamless transition so that you can build and advance meaningful relationships with your customers, partners and vendors without disruption.
Our team of experts evaluates and prepares your organization for the shift with a keen focus on network planning, end-point preparation and adoption training. Every enterprise profile is different in terms of varying user bases, premise distributions, carrier support and reliance on analog devices. Keeping this in mind, we select an adoption model that provides maximum value for you.
Unified Communications
Unified Communications (UC) is a comprehensive solution that integrates various communication tools and services to streamline business processes and enhance productivity. By converging voice, video, messaging, and collaboration tools into a single, unified platform, it enables seamless communication and collaboration among teams, irrespective of their location. UC systems often incorporate features like Voice over IP (VoIP), video conferencing, instant messaging, file sharing, and screen sharing, as well as integrations with other business applications like CRM and email. These systems are designed to provide a consistent user experience across multiple devices and platforms, whether that's a desk phone, computer, or mobile device. The benefits of UC extend beyond just communication - by integrating various tools and applications, it can significantly improve workflow efficiency, reduce communication costs, and enable more flexible and agile ways of working. In an era where remote and flexible working is becoming the norm, Unified Communications plays a crucial role in keeping teams connected and productive.
Omni-channel Customer Experience
Omni-channel Customer Experience is a modern approach that contact centers use to provide seamless and personalized customer service across multiple communication channels. This strategy aims to meet customers on their preferred platforms, be it traditional voice calls, SMS, web-based chat, or increasingly, through various social media and messaging apps. An effective omni-channel strategy ensures that customers can switch between these channels with ease, providing a consistent and unified experience. These platforms consolidate customer interactions from all channels into a single interface, enabling agents to have a comprehensive view of the customer's journey. This not only allows for more personalized and context-aware service but also ensures that customers don't have to repeat their issues when switching between channels. The integration of new communication channels has extended the reach of customer service, allowing customers to choose the most convenient way to connect, whether that's through a quick text message, a social media direct message, or a traditional phone call. By adopting an Omni-channel Customer Experience strategy, businesses can ensure they are offering their customers the convenience, consistency, and personalized service they expect in today's digital age.
CPaaS
Communications Platform as a Service, or CPaaS, is a cloud-based delivery model that allows organizations to add real-time communication capabilities, such as voice, video, and messaging, to their existing applications without the need to build backend infrastructure and interfaces. CPaaS offers APIs, SDKs and prebuilt widgets that developers can use to customize their applications and services. A key advantage of CPaaS is its flexibility and scalability, allowing organizations to expand or reduce services based on demand. With CPaaS, communication capabilities are not just limited to traditional voice and SMS messaging, but also extend to social media integrations. This feature enables businesses to interact with their customers through popular social media platforms, thereby enhancing customer engagement and expanding reach. CPaaS is also known for providing robust security features, including end-to- end encryption and compliance with industry standards, to ensure the security and privacy of communications. Furthermore, CPaaS services often come with detailed analytics and reporting capabilities, helping businesses gain insights into their communication patterns and make data- driven decisions. This service model is ideal for businesses looking to enhance their communication capabilities without significant upfront investment in hardware and infrastructure.
Inbound Call Protection
This advanced suite of call security solutions is designed to enhance trustworthiness, reduce costs, and maximize revenue. The service increases answer rates by 30% or more through outbound call branding, protecting numbers from spoofing. Every inbound call is verified through an automated call-authentication and spoofing detection system. Business lines and contact centers are secured from attacks, disruptions, fraud, and abuse. The service includes protection against voice network attacks and robocalls, and provides proactive monitoring of new attacks and malicious calls. Additionally, nuisance calls and call spam are effectively reduced, ensuring a secure and reliable communication environment for both inbound and outbound calls.
Outbound Call Branding and Identity Management
Communications Platform as a Service, or CPaaS, is a cloud-based delivery model that allows organizations to add real-time communication capabilities, such as voice, video, and messaging, to their existing applications without the need to build backend infrastructure and interfaces. CPaaS offers APIs, SDKs and prebuilt widgets that developers can use to customize their applications and services. A key advantage of CPaaS is its flexibility and scalability, allowing organizations to expand or reduce services based on demand. With CPaaS, communication capabilities are not just limited to traditional voice and SMS messaging, but also extend to social media integrations. This feature enables businesses to interact with their customers through popular social media platforms, thereby enhancing customer engagement and expanding reach. CPaaS is also known for providing robust security features, including end-to- end encryption and compliance with industry standards, to ensure the security and privacy of communications. Furthermore, CPaaS services often come with detailed analytics and reporting capabilities, helping businesses gain insights into their communication patterns and make data- driven decisions. This service model is ideal for businesses looking to enhance their communication capabilities without significant upfront investment in hardware and infrastructure.
AI Assistive and Automation Tools
AI Assistive and Automation Tools are revolutionizing the way contact centers operate by enhancing quality, efficiency, and training initiatives. These tools leverage artificial intelligence to provide real-time support and feedback to agents, improving the overall customer experience. For instance, AI QA tools can analyze a vast number of customer interactions and automatically identify areas for improvement, thereby enhancing the quality of service and increasing efficiency. These tools can also aid in coaching and training, highlighting specific interaction moments that agents can learn from. Furthermore, AI-powered agent assistive tools can provide real-time feedback to agents during customer interactions. They can pull relevant information from a knowledge base, recommend the best responses based on context, and even analyze the tone of the conversation and customer sentiment. This instantaneous assistance allows agents to respond more effectively and accurately to customer inquiries, thereby increasing customer satisfaction. Additionally, AI tools can automate routine tasks, allowing agents to focus more on complex issues that require human intervention. These capabilities make AI Assistive and Automation Tools a powerful asset for any contact center aiming to enhance its service quality, agent performance, and overall efficiency.
