Integration of Microsoft Teams in Contact Centers

This technical report discusses the integration of Microsoft Teams into contact center operations, outlining its benefits and various integration models. It emphasizes the convergence of contact center and unified communications (UC) platforms to improve organizational efficiency and customer responsiveness. The report presents findings from Metrigy's research, noting that a significant percentage of organizations are already utilizing unified platforms for both contact centers and UC. It details the capabilities that Teams can offer, including basic contact center functionalities, while also discussing the need for more robust solutions. The report explains three integration models: Connect, Extend, and the upcoming Power model, each providing different levels of integration and functionality. The Connect model serves as a basic link, while the Extend model enhances integration through advanced features. The upcoming Power model aims to create a more unified experience. This document serves as a guide for IT and customer experience leaders in selecting effective Teams-certified contact center solutions.