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Microsoft Teams Insider
DERTOUR Tour Operator and Travel Agency on Microsoft Teams and Enhancing Customer Experience
Jul 31, 2024
Gunnar Meyer, Head of IT Service Delivery at DERTOUR Suisse, discusses the company's innovative integration of Microsoft Teams with their service operations. He shares insights on their transition from traditional PBX systems to a more agile contact center solution using Landis. The conversation delves into the benefits of real-time reporting and agent management, while also exploring the future potential of AI in enhancing both customer interactions and back-office processes. Gunnar emphasizes the balance between AI efficiency and essential human touch in customer service.
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Quick takeaways
- DERTOUR successfully transitioned from Avaya to Microsoft Teams, integrating Landis Contact Center to enhance communication and service delivery.
- The company is exploring AI integration to analyze call data and improve operational efficiency while maintaining necessary human support for complex inquiries.
Deep dives
Transitioning to Microsoft Teams
Dettour, a leading travel company, transitioned from a traditional Avaya PBX to Microsoft Teams as their communication platform. Initially prepared to implement Teams in 2019, the onset of the pandemic led to delays, but they eventually rolled it out in late 2020. The switch presented challenges for users accustomed to Avaya's control center, as Teams lacked certain functionalities. To address these gaps, they adopted Landis as their call center solution, which allowed them to monitor internal service center calls and evolve their communication capabilities effectively.
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Listen to the best highlights from the podcasts you love and dive into the full episode