Microsoft Teams Voice Enabled Customer Service Workflows

Many organizations have incorporated Microsoft Teams to enable hybrid work where in-office and remote employees regularly collaborate. However, there are enormous benefits to the customer service experience when organizations integrate Teams Direct Routing and their contact center into the Teams Voice platform. With such integrations companies can: integrate SMS into Teams chat channels, initiate call-backs from SMS messages with links to mobile Teams clients, bump the SMS directly into a Teams phone call, automate PKI notifications to agents, and allow agents to see in real-time what team members are available to help with a customer.

On Demand
0h 45min

Further additions, like overlaying security services to Office 365, robust video, and deep app integration makes using Teams even more beneficial and valuable.

This 30 minute webinar will discuss taking these capabilities and how you can take your use of Teams and your organization to the next level.

Featured Speakers

  • Brent Kelly
    Brent Kelly
    President & Principal Analyst
    KelCor, Inc

    As president and principal analyst at KelCor, Inc., Dr. Kelly provides strategy and counsel to CxOs, investment analysts, VCs, technology policy executives, sell side firms and technology buyers. His contributions deliver top and bottom line value because they have impact from concept through development and rollout. On the sell side, Brent provides strategic advice for marketing and product differentiation, competitive analysis, and thought leadership approaches; on the buy side, he engages in business process engineering to develop mid- and long-term technology roadmaps supported by TCO or ROI analysis. Dr. Kelly has made real-world measurable contributions resulting in significant revenue/profit increases, product/process improvements, and/or strategic redirection in multiple industries including telecommunications, manufacturing, electronics, oil field services, chemicals, and mining. He has been engaged in repeat consulting assignments for the largest tech companies in the world with comparable results. A Ph.D. in engineering coupled with strong business experience enables Dr. Kelly to identify emerging opportunities and to develop strategies and tactics to capitalize on them. He is an excellent writer and oral presenter, regularly speaking before large and small technical and business audiences in the US and Europe. Brent served his Utah community as an elected official for two four-year terms. With his wife, he owns a gourmet chocolates manufacturing company based in Utah.

  • Matt Feeley
    Matt Feeley
    Vice President of Collaboration Services
    Netrix, LLC

    As a leader of the Collaboration practice at the IT consulting company Netrix, Matt is continually watching the horizon to determine what can be useful in today’s ever-changing digital office landscape. From a new way to shape customer experience through collaboration apps, to innovative ways to enhance organizational productivity, Matt keeps an open mind for the best possible solution for each company’s unique needs.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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