99 Services,” says Mason. “It also provides the Microsoft Operator Partner Community with the ability to continue to carry their customers’ voice data over their own public switched telephone network, providing them with a natural upgrade path for their clients who are moving towards Teams as their preferred communications platform.” This can be particularly helpful when organisations are dealing with a customer making an enquiry that cannot be solved by a chatbot. In these instances, a live agent must get involved, and they will need to be able to access the conversation that’s already taken place to deliver the best possible service. Solgari Contact Centre for Microsoft Teams enables the agent to remain working within their Teams environment throughout the entire conversation, no matter if the customer initiated it via SMS, email or a media channel – or a blend. Sometimes, the customer may decide that rather than just chat, they would like to talk to the agent. The agent can then simply call the customer directly from within Teams and continue the conversation. If the agent then needs to bring another colleague in to help resolve the query, they can put the client on hold while they message or call their colleague through Teams, then bring the colleague into the conversation with the customer, again all whilst staying natively within the Teams application. Once the client’s query is resolved to their satisfaction, everything is automatically recorded and available for training and compliance requirements. “The customer received a seamless, single continuous experience across multiple channels, multiple people, and artificial intelligence – resulting in a first contact resolution to their issue,” says Mason. “The business provided a highly automated and deeply interconnected experience, maximising the productivity of their team.” Achieving this level of integration has required a close collaboration between Solgari and Microsoft. “Solgari is a Microsoft Global Managed Independent Software Vendor Partner with a deep engineering and commercial relationship,” says Mason. “Our teams work very closely together with sponsorship from both the engineering and commercial global leadership teams within Microsoft.” Solgari Contact Centre for Microsoft Teams is a full-function, all-channel contact centre solution that works as a native Microsoft Teams app Photo composite: Unsplash/Samantha Borges IN FOCUS: TEAMS
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