Elly Yates-Roberts |
Cloud services firm M247 has partnered with Geomant to deliver a new contact centre solution for Microsoft Teams. With the new offering, users can now access all customer communications and collaboration tools on one platform.
The contact centre solution is part of M247’s greater suite of technology for Microsoft Teams, 247Unified, which includes direct routing, real-time reporting and analytics, and recording features.
Built on Geomant technology, the solution integrates contact centre features with the Microsoft Teams user interface, which M247 says enables “the redefinition of customer engagement strategies and transformation of business operations”.
“We're delighted to be bringing our contact centre capability to market through our partnership with Geomant,” said Darren Hogan, group product manager for unified communications at M247. “Alongside direct routing, cloud-based call recording and real time insights and analytics, this latest addition to our 247Unified portfolio allows customers to transform their approach to customer success while fully maximising their investment in Microsoft Teams.
“Omnichannel contact centre is central to a successful customer success strategy, and we're confident that we have a compelling proposition backed by a set of transformation services that deliver on the promise of unified communications.”
The contact centre solution also integrates with most popular customer relationship management systems, which M247 says gives users access to “a truly unified communications stack with the key customer insights needed to deliver exceptional service”.
In addition, M247 says that the new offering “is built to meet the changing needs of businesses as they respond to multiple generations of buyers”, by working across multiple channels such as email, social media, WhatsApp and webchat.
“Using the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise and are delighted to be working in partnership with M247 to offer this functionality to their customers,” said Ákos Vécsei, CEO of Geomant.