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Microsoft Teams & the Contact Center: Collaborate to Innovate

As IT and business leaders increase their focus on improving the customer experience (CX), they’re exploring productivity-enhancing applications and integrations that provide competitive advantage. One area garnering much attention is integration of unified communications and contact center platforms.

The trouble is, most unified communications and collaboration platforms do not have contact centers, and not all contact center providers offer team collaboration.

Case in point: Microsoft. More than half of companies use Microsoft Teams already—the most widely used of all competing tools. However, Teams is not a contact center solution, so even though it excels at enterprise employee collaboration, it doesn’t foster collaboration with customers. By integrating Teams with existing contact center platforms, companies can improve employee and customer engagement—and ultimately, your business metrics.

In this webinar, Nemertes president Robin Gareiss and Jacki Tessmer, VP, Product Marketing, Enghouse will discuss the benefits and challenges of integrating Microsoft Teams with contact center solutions. You’ll learn:

*The value companies find when they integrate unified communications, team collaboration, and contact center
*The deployment trends for team collaboration, and why organizations prefer to integrate with Teams vs. adding new applications
*The type of business improvements you can expect, in terms of revenue increases and customer rating improvements
*Key considerations when selecting a contact center and CX application partner
Recorded Jul 15 2020 61 mins
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Presented by
Robin Gareiss, President and Founder, Nemertes Research and Jacki Tessmer, VP, Product Marketing, Enghouse Interactive
Presentation preview: Microsoft Teams & the Contact Center: Collaborate to Innovate

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Better data. Better decisions.
Nemertes is a global research-based advisory and consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic recommendations based on data-driven operational and business metrics to help organizations deliver successful technology transformation to employees and customers. Simply put: Nemertes’ better data helps clients make better decisions.

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  • Title: Microsoft Teams & the Contact Center: Collaborate to Innovate
  • Live at: Jul 15 2020 5:00 pm
  • Presented by: Robin Gareiss, President and Founder, Nemertes Research and Jacki Tessmer, VP, Product Marketing, Enghouse Interactive
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