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M247, a global provider of connectivity, cloud technology and unified communications solutions is excited to announce the launch of Contact Centre for Microsoft Teams. The solution is brought to the market in partnership with technology vendor and long-standing Microsoft Gold partner, Geomant.

The launch comes a year after the release of Microsoft Teams Direct Routing and is part of M247’s roadmap for delivering a complementary suite of voice services that are flexible, easy to consume and underpin customers’ digital ambitions.

Enterprise-scale features for next-generation customer engagement

Built for the modern workplace and customer behaviour in the digital world, M247’s contact centre solution is part of 247Unified, a comprehensive suite of technology for Microsoft Teams, including direct routing, real-time reporting, analytics, and recording features.

Powered by Geomant, the technology integrates contact centre features with the Microsoft Teams user interface. Meaning organisations benefit from having their customer communications and collaboration stack on one platform, easily enabling the redefinition of customer engagement strategies and transformation of business operations.

The launch comes at a time when market demand for collaborative solutions has dramatically increased as a result of changes to working practices driven by COVID-19.

M247’s Group Product Manager for Unified Communications, Darren Hogan commented:

“We're delighted to be bringing our contact centre capability to market through our partnership with Geomant. Alongside direct routing, cloud-based call recording and real-time insights and analytics, this latest addition to our 247Unified portfolio allows customers to transform their approach to customer success while fully maximising their investment in Microsoft Teams. The omnichannel contact centre is central to a successful customer success strategy, and we're confident that we have a compelling proposition backed by a set of transformation services that deliver on the promise of unified communications.”

Seamless integration with Microsoft Teams and CRM systems

Powered by Geomant, M247’s Microsoft Teams Contact Centre solution enables better business intelligence. Through seamless integration between Microsoft Teams and the most popular CRM systems, users benefit from a truly unified communications stack with the key customer insights needed to deliver exceptional service.

Unified customer engagement across channels

Improving customer satisfaction and brand experience is one of the key challenges that businesses are confronted with every day. However, this challenge has expanded further in the post-pandemic world, as consumer and employee habits have altered significantly. M247’s contact centre solution for Microsoft Teams is built to meet the changing needs of businesses as they respond to multiple generations of buyers, across multiple channels such as email, social media, WhatsApp, and webchat.

Activating the full potential of voice and data

M247's contact centre, powered by Geomant, means organisations can refine day-to-day operations, reduce application clutter, and consolidate the UC application stack to optimise productivity and inform critical decision making across business functions.

Geomant’s CEO, Ákos Vécsei said:

“Using the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise and are delighted to be working in partnership with M247 to offer this functionality to their customers.”

Original press release: https://m247.com/news/m247-announce-new-microsoft-teams-cloud-based-contact-centre-solution/

Learn more: https://m247.com/services/unified-communications-as-a-service/


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