What’s the Best Way to Consolidate Microsoft Teams Calling with Your Contact Center?

In today’s fast-paced business environment, seamless communication and collaboration are pivotal. Enterprises seek to unify their communication platforms to enhance productivity and customer satisfaction. However, many organizations face challenges integrating their unified communications (UC) and contact center solutions, resulting in communication silos, suboptimal user experiences and having to deal with multiple vendors.

The Rise (and Rise!) of Microsoft Teams

Microsoft Teams has become a cornerstone of modern business communication, offering robust cloud-based Unified Communications as a Service (UCaaS) capabilities. But despite its widespread adoption, Teams alone does not fulfill all the requirements for a complete contact center solution.

Which is exactly why we created AudioCodes Live for Microsoft Teams.

Meet Our Complete UCaaS and CCaaS Solution for Teams

AudioCodes Live for Microsoft Teams is a unique, combined UCaaS and CCaaS offering that brings together Teams UCaaS calling and collaboration capabilities with our award-winning Contact Center as a Service (CCaaS) offering, Voca Conversational Interaction Center (CIC).

Based on our industry-leading Microsoft-certified session border controller (SBC) technology, AudioCodes Live provides a comprehensive, robust and productive calling and contact center experience for Teams users. It simplifies the deployment and management of Teams voice, allowing businesses to configure and customize call policies with ease, and includes a wide range of resiliency solutions to keep Teams voice services available in any eventuality.

This combined Microsoft-certified Teams Phone enablement and contact center solution leverages various AI applications and capabilities for a holistic user, agent and customer experience. It consolidates Teams calling and collaboration capabilities with advanced contact center functionalities, and includes:

• Microsoft Teams Calling: Scalable, reliable Teams-certified Direct Routing PSTN voice connectivity.
• Voca Conversational Interaction Center (CIC): A one-screen, AI-first omnichannel contact center built for Teams that delivers a superior customer experience over existing Teams voice infrastructure.
• Interaction Recording: An intelligent, secure enterprise interaction recording solution with voice analytics.
• Meeting Insights: Extracts critical insights from meetings using AI conversational analytics so that users can quickly and easily catch up on meetings that they missed.
• Devices as a Service: Certified Microsoft Teams Room (MTR) devices and business phones available on a subscription basis to further enhance hybrid meeting experiences.
• Powerful Management: Intuitive management application includes multi-tier onboarding, user and device management, analytics and global support.
  
  

Application Note
AudioCodes Live – Complete Calling and Contact Center Experience for Microsoft Teams

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Why Should You Try AudioCodes Live for Microsoft Teams?

AudioCodes Live for Microsoft Teams is perfect solution for enterprises looking to consolidate and optimize their UCaaS and CCaaS experience with Teams. Here are just some of the reasons you should consider giving it a try:

• Complete Voice and Contact Center Experience: Includes Direct Routing, Teams-native contact center, recording, meeting and productivity applications.
• Service Automation: Simplified and accelerated deployment, onboarding and management of voice services, using automated tools and self-service portals.
• AI Enhancement: Utilizes AI and Azure services for improved user, agent and customer experiences.
• Security and Compliance: All voice interactions are secure and encrypted using Azure's in-built security, scalability and reliability for enterprise-grade standards.
• Cost Efficiency: Reduces operational costs by consolidating systems and offering flexible pricing models.
• Expertise and Support: Backed by AudioCodes’ extensive experience and close collaboration with Microsoft.
• Availability on Azure Marketplace: AudioCodes services can be purchased quickly and easily via Azure Marketplace.

Your One-Stop Shop for Microsoft Teams Productivity

With over 15 years of partnership with Microsoft and more than three decades of experience in voice communications, AudioCodes offers a comprehensive and productivity-boosting calling and contact center experience for Microsoft Teams.

For organizations seeking to transform their Teams and contact center capabilities, AudioCodes Live for Microsoft Teams really is the ultimate solution – check out these real-life case studies here, here and here to see why.