Intermedia delivers better collaboration and customer care with Microsoft-certified MS Teams Intermedia Contact Center

Today, Intermedia has received Microsoft’s Intermedia Contact Center certification for MS Teams, which is designed to help businesses using Teams access advanced customer experience capabilities.

Why access to Intermedia Contact Center is beneficial for MS Teams users

Today, businesses want a single application to manage both employee collaboration and customer communications. Intermedia Contact Center has been fully certified by Microsoft for compatibility with Teams, and frontline users can now use their Teams endpoints to answer customer calls routed to them, while still enjoying advanced call handling capabilities to route and manage customer interactions from the contact center.

In addition to being able to receive calls in Teams, businesses that integrate Microsoft Teams with Contact Center can take advantage of Intermedia’s BroadCast Unitedligent call routing, reporting and analytics, AI-powered quality management, self-service tools, automated notifications, and more.

Microsoft Teams Contact Center Certification demonstrates that Intermedia has demonstrated to Microsoft our expertise in effectively integrating and leveraging Teams capabilities. This means that our contact center solution has gone through Microsoft’s rigorous testing to ensure that it meets performance, scalability, and reliability standards (such as stress testing, security testing, and compatibility testing). Meeting these requirements demonstrates that the solution is able to provide a smooth, secure experience for users while taking full advantage of the capabilities of Microsoft Teams in a contact center environment.

How can my business succeed with a Teams connected contact centre?

Intermedia Contact Center’s MS Teams certification meets Microsoft’s high security and quality standards, which means Microsoft provides direct connectivity support for enterprises. Enterprises that implement Teams through Intermedia Contact Center can enjoy the following services:

• More accurate/efficient contact routing – Teams integration delivers a superior customer experience through improved first contact resolution (FCR) and more efficient routing of customer interactions.
• Access advanced contact center features – Intermedia Contact Center’s omnichannel design (phone, email, SMS), coupled with advanced call routing, automated workflows, AI-powered quality control management capabilities, and extensive reporting and analytics, work together to reduce handle times, improve first contact resolution, and create a better overall customer experience.
• Improve front-line user experience – Firstline users (agents) can access and collaborate with subject matter experts (SMEs) in Microsoft Teams.
• Trusted Microsoft Partners: Our certification proves that we have demonstrated to Microsoft our expertise in effectively integrating and leveraging Teams capabilities. It also means that Microsoft is your first point of contact for support.

How is Intermedia Cloud Communications different?

Intermedia is a cloud-based unified communications and contact center solutions provider that stands out because we Approved and certified by Microsoft.

Intermedia has extensive experience working with Microsoft and is a trusted Microsoft Gold Certified Partner for over 15 years, one of the largest providers of hosted Exchange, and a Modern Workplace Solutions Partner. This demonstrates that Intermedia understands what Microsoft-based businesses need to increase employee productivity and provide an exceptional customer experience. Intermedia’s new integration is certified and supported by Microsoft, ensuring compliance with its security standards.

Intermedia Contact Center’s MS Teams certification is a significant advancement for businesses using Microsoft Teams. It provides businesses with a more unified experience between Teams and Contact Center, enabling them to manage employee collaboration and customer communications in one application.

Still need more information to help your team make a contact centre integration decision? That’s okay.

Click here Learn more about how Microsoft Teams contact centre can improve your business performance and efficiency.

Mark is the Senior Product Marketing Manager for Intermedia Contact Center Solutions.