Microsoft Teams supports customer interaction by acting as a hub for internal and external customer connection. Across its modes of communication including chat, video meetings and calling. Microsoft Teams voice capabilities, including Auto Attendant and Call Queues, provide the features and configuration to meet their needs.
Many teams tackle calling as part of their workflow, and collaboration can yield better and faster results.
To improve calling experience, here are some innovative features Teams is adding to its voice services. These features will be available to all customers by the end of March.
Voice-enabled channels
Firstly, voice-enabled channels allow any Teams Admin to turn a Teams channel into a team-based call queue, allowing for collaboration and information sharing before, during, and after a call. This can help departments like Human Resources or IT solve important issues as a team.
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Enhanced Calls app experience in voice capabilities
Through the calls app you can consolidate in a single location the most important calling elements such as: dial pad, call history, voicemail, contacts, and settings. This makes it easier to stay connected in the flow of your work.
Survivable Branch Appliance (SBA)
To support the most critical conversations during a Microsoft outage, a Survivable Branch Appliance (SBA) allows you to place and receive PSTN calls without interruption. Once Microsoft Teams identifies network connectivity is restored, normal call functionality is resumed, and call data records are uploaded to the cloud.
Organizations can now take advantage of Survivable Branch Appliance capabilities with the configuration and support provided by BlueSky UC’s experts.
Certified Contact Center and Compliance Recording solutions
Modern Contact Centers can provide businesses with cost-effectiveness, support, and enhanced customer engagement. Contact centers act as one of the main vehicles for interaction and unfiltered feedback on a customer’s experience with a brand.
Integrating popular contact center solutions with Microsoft Teams voice capabilities is a common need for customers deploying Teams Calling features. Teams is an extensible platform, and that applies to Teams Calling as well. The Teams Contact Center certification program and Compliance Recording certification program can help customers feel confident that their preferred contact center and compliance recording solutions integrates seamlessly and reliably with Teams.
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