2020 Programme

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The customer service journey towards unified communications with MS Teams

15 Sep 2020
Theatre 15 - Smarter Collaboration

Cloud-based Microsoft Teams will replace Skype for Business, and many customer-serving organizations are transitioning to Teams - an excellent collaboration tool which handles your telephony too. By integrating Teams with other essential UC business applications, you can build outstanding customer service and communication solution to handle all communication channels in one place with people presence overview, automatically collect statistics, and resolve inquiries first-point through integration with databases, knowledge portals, and CRM systems.

3 key takeaways from session:

  • Customer service is a constant journey, and you need the right tools to deal with each stage
  • A combined MS Teams and UC solution is a flexible opportunity for organizations who want the ability to work on the go, with a choice between desktop, mobile, and web applications
  • Technically, switching from SfB to Teams isn't hard, but you need to be prepared for the challenge of user adoption
Hans Ulrik Madsen, Director Channel Management - Zylinc
Theatre 15 - Smarter Collaboration: Sponsored by 8x8