Wednesday 9:50 AM - 11:00 AM · Room 9

Power Up Teams Phone with Contact Centers

Fred Couture

Channel Partner Manager at ZIRO

In this session, we will explore the various options available for integrating contact centers with Microsoft Teams Phone. As Teams Phone continues to see remarkable global growth, with over 20 million active users and 91% of Fortune 100 companies utilizing it, the need for modernizing contact centers alongside telephony updates has become crucial.

We will delve into the different contact center solutions that complement Teams Phone, ranging from high-end customer relationship management-focused solutions to custom-built sophisticated contact center solutions and small call centers with basic call handling. Attendees will gain insights into the common functionalities of contact centers, such as call distribution, power dialers, analytics, call recording, and more.

Additionally, we will discuss the crucial role of AI in modern contact centers, highlighting how generative AI accelerates transformation by capturing digital signals, connecting and synthesizing data, and driving efficient service. We will also cover Microsoft's contact center options, including Teams Phone's basic and advanced call control capabilities, Teams Premium add-ons, and the benefits of using certified third-party contact centers.

By the end of this session, participants will have a comprehensive understanding of how to leverage Microsoft Teams Phone with contact centers to enhance customer engagement and streamline operations.

Key Takeaways: • Understanding the growth and impact of Microsoft Teams Phone in the enterprise landscape. • Exploring various contact center solutions that integrate with Teams Phone. • Learning about the common functionalities and tools used in modern contact centers. • Discovering the role of AI in transforming contact centers. • Evaluating Microsoft's contact center options and third-party integrations.

Target Audience: This session is ideal for IT professionals, contact center managers, and business leaders looking to modernize their contact centers and improve customer engagement using Microsoft Teams Phone.