M247, global provider of connectivity, cloud technology and unified communications solutions is excited to announce the launch of Contact Centre for Microsoft Teams. The solution is brought to the market in partnership with technology vendor and long-standing Microsoft Gold partner, Geomant.

The launch comes a year after the release of Microsoft Teams Direct Routing and is part of M247’s roadmap for delivering a complementary suite of voice services that are flexible, easy to consume and underpin customers’ digital ambitions.

 

Enterprise-scale features for next-generation customer engagement

Built for the modern workplace and customer behaviour in the digital world, M247’s contact centre solution is part of 247Unified, a comprehensive suite of technology for Microsoft Teams, including direct routing, real-time reporting and analytics, and recording features.

Powered by Geomant, the technology integrates contact centre features with the Microsoft Teams user interface. Meaning organisations benefit from having their customer communications and collaboration stack on one platform, easily enabling the redefinition of customer engagement strategies and transformation of business operations.

The launch comes at a time when market demand for collaborative solutions has dramatically increased as a result of changes to working practises driven by COVID-19.

M247’s Group Product Manager for Unified Communications, Darren Hogan commented:

“We’re delighted to be bringing our contact centre capability to market through our partnership with Geomant. Alongside direct routing, cloud based call recording and real time insights and analytics, this latest addition to our 247Unified portfolio allows customers to transform their approach to customer success while fully maximising their investment in Microsoft Teams. Omnichannel contact centre is central to a successful customer success strategy, and we’re confident that we have a compelling proposition backed by a set of transformation services that deliver on the promise of unified communications.”

 

Seamless integration with Microsoft Teams and CRM systems

Customer engagement is at the forefront of effective business intelligence and strategic decisions, making the seamless integration of telephony, collaboration and communication channels pivotal to technology transformation and digital innovation.

Powered by Geomant, M247’s Microsoft Teams Contact Centre solution enables better business and IT alignment. Integration between Microsoft Teams and the most popular CRM systems enables users to benefit from a truly unified communications stack with the key customer insights needed to deliver exceptional service.

 

Unified customer engagement across channels

Improving customer satisfaction and brand experience is one of the key challenges that businesses are confronted with every day. However, this challenge has expanded further in the post pandemic world, as consumer and employee habits have altered significantly. M247’s contact centre solution for Microsoft Teams is built to meet the changing needs of businesses as they respond to multiple generations of buyers, across multiple channels such as email, social media, WhatsApp, and webchat.

Offering a single, consolidated management pane for performance, monitoring and agent availability to ensure 24-7 visibility across all channels and customer interactions.

 

Activating the full potential of voice and data

 At M247, we focus on empowering businesses to harness the full potential of their applications and data and improve their approach to unified communications.

With our contact centre solution for Microsoft Teams organisations can refine day-to-day operations, reduce application clutter, and consolidate the UC application stack to optimise productivity and inform critical decision making across business functions.

Geomant’s CEO, Ákos Vécsei said, “Using the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise and are delighted to be working in partnership with M247 to offer this functionality to their customers.”

 

Added value offering ultimate flexibility

The contact centre solution not only complements Microsoft Teams to provide a multichannel contact centre, but businesses will no doubt find the cost-effectiveness of the platform appealing, and will be to generate maximum return on investment from their existing Microsoft 365 teamwork solution.  All of this, will be of greater importance in a post-COVID world in mind where budgets are likely to be tight. License packages start from just 5 users giving organisations the option to start small and scale at a pace that suits them.

Working with, and supporting customers adapting to remote working over the last year, M247 expect to see great demand for this solution from customers with multiple locations (be those office or home-based) as all users can be connected to one UC architecture regardless of location.

 

Increasing the business impact of unified communications – 247Unified

With our 247Unified proposition, we aim to provide a great customer experience that is right first time. Helping customers worldwide to transform their business with robust and resilient technology.

Our partnerships with Microsoft and Geomant help us deliver a powerful best quality voice and omnichannel experience wherever they are in the world, 24/7.

M247’s high speed global network, private peering interconnect and regional market presence enable us to serve businesses with a comprehensive suite of services and maximise Microsoft investment.

The technological advantages we have within different markets and our one stop shop suite of capabilities for Microsoft Teams are strategic to achieving and driving digital and business transformation for our customers internationally.

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