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    Microsoft Teams Integration for Amazon Connect

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    Sold by: CloudInteract 
    Combining the best of Amazon Connect & Microsoft Teams to improve both Agent and Customer experiences and promote earlier call resolution, without the need for a Teams Phone license.

    Overview

    No Microsoft Teams Phone license needed

    • Transfer PSTN calls from Amazon Connect to Microsoft Teams
    • Users receive an inbound Microsoft Teams call from CloudInteract’s bridging service
    • Agents can transfer calls to anyone in the organisation quickly and easily

    Swarm Chat

    • Agents can start a multi-party chat in Microsoft Teams during a customer call
    • Chat takes place in Microsoft Teams: secure, compliant, tracked
    • Brings in-house experts together to instantly solve issues or answer queries
    • Improves first-call resolution rate

    Presence-Aware Transfer

    • Agents see Microsoft Teams status of transfer targets
    • Avoids transfer to someone who’s away, or on the phone
    • Agents can view full contact card info to ensure they’re transferring to the right person

    Highlights

    • No Microsoft Teams Phone license needed
    • Swarm Chat – Bring multiple SMEs into conversation for rapid issue resolution
    • Presence-Aware Teams Transfer – pre-validate colleagues’ availability and area of specialism

    Details

    Sold by
    CloudInteract 
    Categories
    Contact Center 
    Collaboration & Productivity 
    Managed Services 
    Delivery method
    Deployed on AWS

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