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Teams Gets a Customer Service Upgrade: Intermedia Contact Center Achieves Certification

By Greg Tavarez May 28, 2024

Many businesses seek ways to improve communication and collaboration, both internally and with their customers externally. Customers expect a seamless omnichannel experience, where they can easily switch between phone calls, emails, texts and social media interactions without ever feeling like they're starting from scratch. For businesses, this is a challenge that requires a unified communications platform that can integrate all these channels into a single, easy-to-use interface.

Microsoft Teams is a popular solution. Teams allows users to chat, share files, conduct video meetings and manage projects, all within a single platform. However, businesses that rely heavily on customer interactions may find that Teams lacks some of the more advanced features typically found in dedicated contact center solutions.

For example, Intermedia Contact Center, a solution from Intermedia Cloud Communications, offers a comprehensive suite of omnichannel capabilities that allow businesses to connect with customers through various channels, including phone, email and SMS. Advanced call routing ensures inquiries are directed to the most qualified representative, while automated workflows streamline repetitive tasks and enhance efficiency. 

Additionally, Intermedia Contact Center provides in-depth reporting and analytics that lets businesses gain valuable insights into customer interactions and identify areas for improvement.

Those would be great capabilities to have within Teams, and luckily it is possible following an announcement from Intermedia that its Intermedia Contact Center achieved certification for Microsoft Teams.

Intermedia boasts a long-standing partnership with Microsoft, holding Gold Certified Partner status for over 15 years. This experience positions them well to easily integrate Intermedia Contact Center's capabilities within the familiar Microsoft Teams environment. Businesses now benefit from a suite of contact center features readily accessible within Teams.

A key benefit of this integration is improved agent visibility within Teams. Supervisors can monitor agent availability and activity in real-time for efficient resource allocation and improved customer service delivery. This transparency also creates better collaboration and communication within teams.

“Intermedia has been a long-time Microsoft partner since 1999," said Albert Kooiman, Senior Director, Microsoft Teams Partner Engineering and Certification at Microsoft. “This solution that is Certified for Microsoft Teams represents another example of Intermedia's ability to provide Microsoft customers with intelligent and complimentary solutions that strengthen business performance.”

Intermedia's commitment to exceptional customer service is further underscored by their seven-time J.D. Power certification for technical support. Businesses integrating Intermedia Contact Center with Teams also expect the backing of a reliable and responsive support team.

“Our certified Contact Center solution powered by SPARK AI is a robust offering for Microsoft Teams customers, providing businesses with the tools they need for seamless, versatile, secure and reliable communication and superior customer care,” said Irina Shamkova, EVP of Product Management at Intermedia. “This is about empowering Teams users to achieve new heights of productivity and customer satisfaction."

The integration of Intermedia Contact Center with Microsoft Teams means that businesses have a solution to create a unified and efficient environment for managing customer interactions. This means that it will ultimately lead to enhanced customer satisfaction and improved business outcomes.

Edited by Alex Passett
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CustomerZone360 Editor

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