While some providers include their own collaboration environment within their virtual PBX, many businesses are already used to working with Microsoft Teams.

Because Microsoft is not a telecom company and does not offer business numbering, many telecom companies have developed integrations that allow users to call any contact (internal or external) from Teams using their business phone.

TYPES OF TELEPHONY INTEGRATIONS FOR MS TEAMS

1. FULL INTEGRATION WITH TEAMS

The provider fully integrates its switchboard into Teams, so when we want to call an external contact, we can do so from the call icon in the app.

In this scenario, the UCaaS manages the voice, so call features such as transfers, recordings and announcements come from the switchboard.

This solution is the most expensive as it requires the purchase of the Microsoft’s Phone System, the PBX license and the Teams phone connector, but requires no programming skills to implement.

2. PBX EMBEDDED IN TEAMS

This alternative allows us to access the external PBX from within Teams, so to make and receive calls, we need to access the switchboard provider’s application from within Teams.

In this scenario, the UCaaS provider also manages the voice and all the advanced calling features, so we don’t need any technical knowledge to implement it neither to purchase the Phone Dystem or the Teams phone connector.

3. OPERATOR CONNECT

Finally, there are solutions known as “Operator Connect”, where the UCaaS provider only supplies the business numbering, while the PBX and functionalities are contracted directly with Microsoft.

This alternative is only viable for companies with an IT department or an expert in Microsoft resources, as it requires advanced programming skills.

To implement it, companies need to have a business numbering with a telecom provider and purchase Microsoft’s Phone System.

ENREACH VIRTUAL SWITCHBOARD FOR MS TEAMS

As a Microsoft partner, Enreach offers the three types of integration described above.

PRICING

REASONS FOR CHOOSING OUR TEAMS INTEGRATION

• Single provider offering an end-to-end solution: business numbering, virtual PBX and MS Teams connector.
• Fixed operators for businesses with national and international.
• Mobile operators with the ability to integrate mobile lines into Teams.
• All packages include advanced virtual PBX features: intelligent routing, announcements, call queues, etc.
• No other UCaaS provider offers all three telephony alternatives for Teams.
• Other virtual switchboards are available from €30 per user per month and the cheapest ones do not include telephony.

DISCOVER ALL OUR TELEPHONY INTEGRATIONS FOR MS TEAMS

La entrada 3 ways to integrate a virtual PBX with Microsoft Teams se publicó primero en Enreach ES.

5 Keys To Improving Remote Client Satisfaction For Law Firms

1) The Art Of Collaboration

The adoption of collaboration tools within many companies has created a revolution that is fuelling a new era of customer service. As smaller law firms find it more difficult to deal with the pressures of client demands, having an integrated system will prove beneficial in more ways than one: You will maintain a stronger team, with open communication between partners, associates and paralegals alike; will allow the team to be transparent and responsive to customers; and, therefore, you will attract new prospects.

In this era, customer demands are changing because they want information almost immediately. In a society where everything is more or less a click away, law firms need to be responsive and fast. Efficiency is key. That’s why many law firms have chosen to integrate Microsoft Teams to allow their staff to coordinate and collaborate effectively.

2) The Shift Towards Technology

The advent of Microsoft Teams has changed the focus of many businesses as they move to unified communications environments and omnichannel customer interactions. Microsoft Teams has become the collaboration platform of choice for law firms as well.

By integrating telephony within Microsoft Teams, it is possible to call any phone number from Teams and answer customer calls. Company phone numbers can also be used for both incoming and outgoing calls. And, of course, chat, call colleagues, videoconference, share documents, etc.

With the customer journey becoming more important to organisations, more companies are handling more of the day-to-day interactions they have with customers through automated or self-service channels. The remaining queries and interactions tend to be more complex and often require multi-party involvement to resolve. That’s why we’re seeing a growing number of law firms using Microsoft Teams for first contact resolution (FCR) and better customer experience (CX).

3) Go The Extra Step

Integrating Teams with an omnichannel contact centre solution offers enhanced levels of customer engagement. With broader collaboration capabilities, law firms can gain better insight into the content and progress of their calls. When integrated with CRM and legal systems, it allows access to relevant customer information on the call and inquiry at hand, helping them resolve the issue and easily share information with other agents, if needed. Simultaneously, a contact centre chatbot can “listen” to the call and provide appropriate guidance regarding additional customer service options. And when they feel the need for quick support, they can easily request assistance.

By integrating the call centre with Teams, companies can improve the service levels they provide to end customers by ensuring agents have the best possible tools to meet their needs.

4) Enable Remote And Hybrid Work

• Integrating the contact centre with the broader business.
• Sharing information to provide a consistent experience.
• Enabling a unified approach to operations and reporting.
• Driving an improved, more agile and efficient experience.

Being responsive is important and makes you much more attractive to potential and existing customers alike. By implementing simple actions for smoother CX, such as having first call resolution or directing callers to the right person, you can leverage a positive response from clients.

5) Stay Within The Law

Law firms are unique in terms of client interaction. Keeping customer data secure is vital; not only to improve trust, but also to ensure case files are up to date.

Having a call centre that allows interactions (voice and text calls) to be recorded, fully indexed, searchable and extracted for easy export to email as needed makes the system more synchronous and simple. These recordings can be used for anything from summarising a call, resolving disputes, achieving regulatory compliance, and being used for training. Again, this will allow firms to stay on top of each task, making it simpler not only for lawyers and partners, but also for clients.

La entrada How Should Law Firms Adapt To Improve Remote Client Satisfaction? se publicó primero en Enreach ES.

This agreement represents a further step in Enreach‘s collaboration with Microsoft, in which the converged solutions company was included as one of the first participants in Operator Connect, the Microsoft program that seeks to provide switched telephone network connectivity (RTC) through Teams.

Promote The User Experience (UX) As One Of The Objectives

With Operator Connect for Microsoft Teams, Teams users can take advantage of Enreach’s telephony services from within the app. Thus, the collaboration tool becomes a complete business telephony system from which you can receive and make both internal and external calls to mobile or landlines. With this solution, Enreach fulfills its goal of making its extensive experience and product portfolio available to the more than 270 million users of Teams.

“Our main premise is to offer a unique user experience, and this involves adding the best communications solutions on the market to cutting-edge tools such as Teams. Being pioneers in being part of programs such as Operator Connect means that we have an innovative service that perfectly responds to the needs of the most demanding customers,” explains Alfred Nesweda, CEO of Enreach Spain.

Similarly, Martin Classen, Product Manager at Enreach, adds: “The launch of Operator Connect for Microsoft Teams is part of Enreach’s ongoing strategy to work with best-in-class technology partners like Microsoft. The main objective is that partners and customers benefit to the maximum from the convergence of different communications, collaboration and productivity tools in perfectly integrated solutions. We also believe that Enreach’s voice solutions are a great fit with Microsoft’s productivity portfolio, powering our customers’ experience with Microsoft Teams. Something our European customers look for when using our solutions. Therefore, we at Enreach are very pleased to strengthen our relationship with Microsoft and serve our customers according to their needs.” 

For his part, Taimoor Husain, Chief Strategy Officer of Modern Workplace and GTM for Telecom Enterprises at Microsoft, says: “Microsoft decided to create the Operator Connect program to evolve direct routing and enable carriers to offer a seamless calling experience with higher quality equipment. There are many deployment options for Direct Routing, but we identified a need for operators to use it as a service to customers. With Enreach’s extensive knowledge and experience in the field of delivering voice services over its own fixed and mobile networks, they are the perfect complement to providing Operator Connect for Microsoft Teams.”

Alliance With AudioCodes

Enreach has chosen AudioCodes as its official partner in the Microsoft Operator Connect Accelerator to provide its customers with a complete Microsoft Teams phone system connectivity solution that meets and exceeds Microsoft SLA standards and quality metrics.

“AudioCodes is delighted to partner with Enreach. As an Operator Connect Authorized Partner for Microsoft Teams Accelerator, AudioCodes enables Enreach to offer its customers Direct Routing and Operator Connect services as an integral part of its Microsoft Teams offering, all backed by AudioCodes’ guarantee of quality, flexibility and affordability;” concludes Andy Elliot, vice president of global marketing for AudioCodes.

About Enreach

Enreach is the market leader for IP telephony and Unified Communications as a Service (UCaaS) in Europe, according to the annual Frost Radar report. The group defends a style of open collaboration that makes contact between companies and teams magical. Putting the right technology within reach of every type of business, no matter the size, is what entrepreneurs; wholesale partners and service providers do every day.

The group offers a complete portfolio of collaborative technologies and telecommunications services (Unified Communications, Collaboration Services, Cloud Hosted Telephony Integration Services, Installation Services, Virtual PBX, SIP Trunk Services…). It offers products, services and solutions in communication, collaboration and connectivity, integrating them into business systems of all shapes and sizes to meet your contact needs. Plus, it makes it easy to integrate business technology, connectivity, and productivity for organizations as they grow. Companies in different industries have requirements to keep in touch with their employees and customers. Its products and services optimize these touch points, enabling people to reach new levels of productivity.

About AudioCodes

AudioCodes is a leading provider of advanced communications software, productivity products and solutions for the digital workplace. AudioCodes enables enterprises and service providers to build and operate all-IP voice networks for unified communications, contact centers, and hosted business services. AudioCodes offers a wide range of innovative products, solutions and services that are used by large multinational companies and leading tier one operators around the world.

For more information, visit: http://www.audiocodes.com, as an approved partner of Operator Connect for Microsoft Teams Accelerator.

La entrada Enreach Obtains The Certificate To Include Its Solutions In Microsoft Teams Operator Connect In Collaboration With AudioCodes se publicó primero en Enreach ES.