ConnectPro Contact Center for Microsoft Teams

A modern contact center designed for Microsoft Teams

ConnectPro is ideal for any organisation already using or planning to migrate to Microsoft Teams for voice communications. If you’re a business leader, IT manager or contact center supervisor who is looking to improve customer experience, ConnectPro is designed for you as it allows you to be more responsive to customers and increase first contact resolution.

ConnectPro is a modern contact center solution fully integrated into Microsoft Teams. The solution offers a cost-effective and user-friendly way of extending Microsoft Teams to provide contact center functionality for any Microsoft Teams user. This allows departments like IT, finance and other specialist back office functions to deal with customer interactions and provide excellent customer service.

Features

• ConnectPro natively integrates into Microsoft Teams using the Microsoft Extend model.
• Agent and supervisor app providing real time insights including call handling, queues, customer wait times and agent availability. In addition, supervisors benefit from queue and agent performance metrics as well as intrusion functionality to support customer interactions.
• Advanced routing and call queuing options, equipped with self-service capabilities provide flexibility to distribute work to the right people in your organisation at all times.
• Integrates with Microsoft 365 services such as Forms, as well as Microsoft Power Apps to integrate data from you CRM (e.g. Microsoft Dynamics 365 and Salesforce), helpdesk, HR and financial software.

Benefits

• One unified platform: Unlike traditional contact centers that operate in silos, ConnectPro brings your communication strategy under one unified platform. It combines the power of Unified Communications as a Service (UCaaS) with Contact Center as a Service (CCaaS), enabling a fully integrated, end-to-end communication solution.
• Improves customer experience: ConnectPro connects your contact center with the rest of your organisation, allowing for better collaboration between agents and other departments. This leads to improved efficiency, prevents missed opportunities, speeds up issue resolution and ultimate gives the customer a more cohesive customer experience.
• Easy to use: The familiar and intuitive Microsoft Teams’ interface makes it easy for agents to navigate and manage customer interactions.
• Easy to manage: Enable departments to manage and supervise teams and agents in real-time. Adds, moves and changes are reduced from hours to seconds without the need for IT – freeing up their time to handle important projects.
• Easy to implement: ConnectPro is a Microsoft Teams application, easy to deploy anywhere in the world and can be live in minutes with next to no setup costs. Plus, you can scale up or down with ease, adding or removing users in seconds.
• Greater insights: Real time stats, enhanced reporting and analytics together with Microsoft Power BI integration enables the business to make effective data-driven decisions.
• Supports hybrid working strategies: Increases productivity and flexibility, helping reduce employee attrition and cost.
• AI-powered insights: Leverages AI capabilities to analyse interactions. This can guide agents in tailoring responses and improving customer satisfaction.
• Cost Efficiency: Why pay for multiple, disparate systems when you can have everything under one roof? ConnectPro delivers advanced features at a fraction of the cost of traditional contact centers, saving organisations up to 60% on licences.

In summary, ConnectPro isn’t just another contact center solution – it’s a complete transformation of how your business communicates, collaborates and serves customers. Adopting ConnectPro offers the best of both worlds: cutting-edge technology with the simplicity and cost-effectiveness that modern businesses demand.