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Microsoft Teams Insider
Teams Contact Center Options, Chris Goodwill's Perspective
Oct 31, 2023
Chris Goodwill, a strategic partner manager at Cimity with 15 years in Microsoft UC, discusses the transformative role of AI in contact centers. He highlights how AI can enhance efficiency and customer experience. Quick wins like chatbots for simple tasks are explored, emphasizing digital transformation's necessity for customer satisfaction. Goodwill also addresses Microsoft’s Dynamics Contact Center platform, advocating for strategic integration and adaptation as options evolve in the market.
32:44
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Quick takeaways
- AI significantly enhances contact centers by driving efficiencies and improving customer experiences through automation and advanced engagement strategies.
- Microsoft's integration models with Teams, particularly the Xtend and Power models, highlight the need for agility in adapting to evolving API capabilities for superior user experience.
Deep dives
Understanding Teams Contact Center Models
There are three main models for integrating contact centers with Microsoft Teams: Connect, Xtend, and Power. The Connect model relies on certified session border controllers for basic call routing but lacks deeper integration with Microsoft Teams, which results in a more limited set of features. The Xtend model allows for a richer user experience by leveraging Microsoft’s Graph API for a more seamless integration that enhances call control capabilities. In contrast, the Power model represents the next generation of contact center solutions that are still under development and aim to utilize Azure Communication Services for advanced voice applications.
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