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1. Where Teams Voice Ends and Contact Center Begins
Manage episode 418395098 series 3570623
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Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers.
Does this mean the only other option is a larger CCaaS vendor with many features that most of the market doesn’t need?
In this month’s session of Always On CX:EX, Gidi Adlersberg (Director of Business Development) and Josh Chronister (Product Marketing Manager) discuss how to address where MS Teams Voice ends, and the Contact Center begins.
Learn more about AudioCodes Voca here: https://online.audiocodes.com/voca
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#ContactCenter #MicrosoftTeams #CX
00:00 Intro
0:47 Favorite features of Teams Voice
6:04 When to consider using Teams as a Contact Center
7:50 Where do Teams Contact Center capabilities end
11:35 Most of the market needs more than Teams but not what a large CCaaS vendor offers
14:31 Consolidation of UC and CC
20:04 Advice for leveraging Teams as your Contact Center
24:16 How to approach 2023 with a focus on CX and EX
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