Saturday, November 9, 2019

Ignite 2019 - VCE50 - Contact centers and Microsoft Teams

Presented by: Andrew Bybee

Session summary:
Learn about the latest developments for Contact Center integrations to Microsoft Teams and get a glimpse of our plans for the coming year.

My Notes:

The presentation started with discussing what a Contact center is and how to use it.

Contact Center functions

Teams can be a hub for both internal and external customer connections and be tailored with business tools and workflows. Inside the Office 365 Phone System there are apps such as IVR, auto-attendant and call queues. Coming soon are call queue reporting and shared voice mail.

A demo of the Genesys Pure Cloud Contact center using Graph API followed.

Graph APIs for presence will be available in beta later this month.

A video about Tonys Chocolonely using a solution from Anywhere 365, Vodafone and Salesforce receiving customer calls in Teams was shown.

Screenshots of Enghouse Contact Center BI Dashboard, Luware Stratus and Computer Talks Ice for Teams were used as examples; some of these solutions are already running in Azure.

A "Certified for Microsoft Teams program" for contact centers is coming next year.

Good to see the Swedish Tendfor among the partners already using
the new Graph APIs in beta.

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