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The hybrid work paradox: 6 reasons to integrate your contact centre into Microsoft Teams

During the pandemic, Microsoft Teams was a game-changer when it came to staying connected as we shifted to working from home. In Fact, MS Teams skyrocketed from 75 million daily active users in April 2020 to 115 million by October 2020 and a whopping 145 million in April 2021. 

Fast forward to today and the majority of UK contact centres are still able to keep up with the continued demand for remote or hybrid working opportunities. This is all thanks to tools such as MS Teams and cloud-based contact centre solutions like Puzzel. 

Solving the hybrid work paradox 

“The physical spaces where we perform our work aren’t the same as the place where the work really gets done.” – Microsoft  

It’s no surprise that people still want the flexibility of working remotely and the easy collaboration of in-person work. While tools such as MS Teams allow us to collaborate remotely, the trick is to back that up with great integrations. By integrating your contact centre solution into MS Teams, your agents have everything they need for successful remote or hybrid working in a single solution. 

Here are six other ways integrating Puzzel into MS Teams will benefit your customers, agents and business. 

  • Knowledge sharing: You can bridge the gap between your front and back offices, enabling staff to exchange information and advice in real-time to reduce handling time.  
  • Reduced agent effort: Our seamless integration eliminates the need for agents to switch between application windows while serving customers.  
  • Presence status: Agents can see whether other agents are online, busy, away or on calls, as well as the presence statuses of all  other colleagues across their organisation.   
  • Access to calendars: Agents can view colleague’s calendars in MS Teams to better align plans, meetings, and calls.  
  • Flexible working: Agents can stay connected with their colleagues no matter where they choose to work, now and in the future. 
  • Empathy: To create truly seamless customer journeys, brands must invest in tech that helps their agents do what they do best, better. A contact centre integration with Microsoft Teams gives agents the tools and insight to provide empathic service – for those moments that require a human touch – in one unified application. 

Puzzel Contact Centre for Microsoft Teams 

Puzzel’s omnichannel cloud Contact Centre solution integrates seamlessly with MS Teams to increase cross-team collaboration and streamlined service. That makes your agents happy – and your customers even happier. This seamless solution empowers agents to interact with their entire organisation through MS Teams, whether they’re working from home, in the office, or anywhere in between. All without leaving the Puzzel application. 

A Microsoft Teams certified partner  

With Puzzel’s Contact Centre for Microsoft Teams, you can rest easy knowing our integration has been verified to deliver the quality, compatibility and reliability you and your customers deserve. 

Click here to learn more about integrating your contact centre solution into MS Teams or Puzzel’s omnichannel cloud, Contact Centre solution or chat to a member of the team today.  

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