The move to hybrid work for frontline workers has created a need to enable collaboration between customer service representatives and subject matter experts that could be located anywhere across an organization. The Webex Contact Center Integration for Microsoft Teams combines rich opti-channel customer engagement capabilities with Microsoft Teams to break down barriers between contact center agents and the enterprise.

Solution Features:

Inbound calls from Microsoft phone system can be skills-based routed to contact center agents.
On-net, toll free calling, conferencing, and transfers between agents and subject matter experts.
Support for both Microsoft PSTN and third-party direct routing providers.
Hard phone / softphone support for Teams-based contact center agents.

Webex Contact Center Features:

Unified, opti-channel contact center solution deployed and managed from the cloud
360-degree customer journey analytics
Advanced intelligent routing and queuing
Expert-agent collaboration and communications
Advanced Integrated Voice Response (IVR) capabilities
Call recording
Standard and customizable reporting
Outbound campaigns

Benefits:

Seamless collaboration between agents and knowledge workers in support of customer engagements.
Knowledge worker access to customer support resources in Microsoft Teams.
Unified calling platform between the contact center and enterprise.

Webex Contact Center for Microsoft Teams

by Cisco Systems, Inc.