Register for our 30 min TEAMS webinar Microsoft Teams offers integration capabilities with various Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) providers to enhance its communication and collaboration features. These integrations enable organizations to leverage the power of Teams for both internal and external communication, as well as customer support and engagement. Here are some key aspects of Microsoft Teams integrations with UCaaS and CCaaS providers: Get your free whitepaper about TEAMS here. 1. UCaaS Integrations Unified Communications as a Service (UCaaS) providers typically offer a range of communication and collaboration tools, including voice, video, messaging, and conferencing. Microsoft Teams can integrate with UCaaS platforms to enhance its telephony and voice capabilities. Here's how this integration works: - Calling Plans: Microsoft Teams can be used as a full-fledged phone system by integrating with UCaaS providers' calling plans. This allows users to make and receive calls, manage voicemail, and set up call routing within Teams. - Direct Routing: Organizations can use Direct Routing to connect Microsoft Teams to their preferred telephony providers. This integration allows for seamless PSTN (Public Switched Telephone Network) connectivity within Teams. - Voice Features: UCaaS integration enhances Teams with features like call recording, interactive voice response (IVR), call analytics, and call center functionality. - Single Interface: Users can access both UCaaS and Teams features within a single interface, streamlining communication and collaboration. 2. CCaaS Integrations Contact Center as a Service (CCaaS) providers offer solutions for managing customer interactions and support. Integrating CCaaS with Teams can help organizations improve customer service and engagement. Here's how this integration works: - Omnichannel Communication: CCaaS integration allows customer support agents to handle customer inquiries via various channels, including voice, chat, email, and social media, all within the Teams interface. - Routing and Queues: Teams can be integrated with CCaaS routing and queuing systems to efficiently manage incoming customer requests and distribute them to available agents. - Access to Customer Data:Agents can access relevant customer data and information from CRM systems and databases directly within Teams, providing a more personalized customer experience. - Reporting and Analytics: CCaaS integrations provide insights and analytics on customer interactions, allowing organizations to make data-driven decisions. - Workflow Automation: Automate processes and workflows by integrating CCaaS and Teams, improving efficiency and reducing response times. - Scalability: Organizations can scale their customer support operations seamlessly by adding or removing agents as needed. Register for our 30 min TEAMS webinar UCaaS and CCaaS Providers Integrated with Teams - UCaaS Providers: Cisco Webex Calling, Zoom Phone, RingCentral, and 8x8. - CCaaS Providers: Five9, Genesys Cloud, and Twilio Flex. When integrating UCaaS and CCaaS services with Microsoft Teams, organizations should consider factors such as compatibility, scalability, and the specific communication and collaboration needs of their teams and customers. Additionally, they should consult with their chosen UCaaS and CCaaS providers for detailed integration instructions and support. Want to know more? Register here for our 30 min TEAMS lunch & learn.
6th Jan, 2023: Fortay Connect is pleased to announce that they are the first UK Zoom partner to receive certification the Zoom Phone Competency. Fortay's consultants are now equipped to help our clients use Zoom to create an enterprise-grade voice, video, and collaboration platform. With many enterprises today operating in a remote or hybrid work model, ensuring a seamless user collaboration experience is critical to user productivity and satisfaction. Fortay’s new Zoom credentials come in addition to the team’s expert-level certifications in RingCentral, Avaya, Mitel and Teams platforms. “Many enterprises are grappling with creating a collaboration architecture that meets the needs of a geographically-dispersed workforce,” says Mark Taylor, Co-founder and Director of Fortay Connect. “When you hire an outside consultant to help, you need an expert who can look across the leading platforms and help you build the best for your users and use cases. That’s what Fortay does. We are experts in mapping client requirements to platform architecture decisions.” Zoom Phone Competency Requirements Zoom Phone Competency enables trusted voice professionals to become certified in delivering Zoom Phone for a seamless customer experience, ensuring successful adoption and deployment of the platform. To gain entrance to this certification program, firms must have a minimum two years as a voice consultant and five customer testimonials on record. Benefits of Selecting Zoom Phone Zoom Phone is a “modern cloud phone system.” Together with their meetings platform, it provides an enterprise-grade collaboration hub for video, voice, chat, and meetings. The three biggest advantages of Zoom Phone are: The enterprise features: Zoom Phone includes traditional PBX features that enable employees to talk and interact in new ways to keep businesses moving. Centralised management: You can provision and manage users and intelligently monitor business interactions with an easy-to-use centralized administration portal. Security and reliability: The globally distributed Zoom cloud platform delivers secure HD audio with enterprise-class reliability and quality of service. For businesses interested in a cloud-first phone system to better accommodate a remote or hybrid employee geographic footprint, Zoom Phone is a leading option in the market. If you’re already using Zoom’s meeting, webinar, or room capabilities, there is even more reason to consider extending your platform to include Zoom Phone. Fortay's Professional Services Zoom Phone Competency Partner's are encouraged to develop value-added services to enhance the client platform experience. As a voice and collaboration consultant for nearly 25 years, Fortay has a deep understanding of the evolution of collaboration infrastructure in the enterprise. Today, our collaboration expertise includes architecting cloud-first unified communications platforms. Fortay's value-added services for the Zoom platform include: Platform selection and design Deployment, including integration with other platforms and systems End user training and adoption to ensure maximum system value Our team is available immediately to help your organisation with Zoom Phone or general platform integration help.
The Digital Transformation Expo (DTX) and Unified Communications Expo (UCX) showcases the latest ‘must have’ technology and insight from the world’s leading brands and experts The north’s biggest digital transformation expo connects businesses with the information and technology you need right now. Visit our stand (G131) Join Fortay Connect and Zoom on stand G131 where our expert team will be on hand throughout the two days to meet and chat about your unified communications and customer experience strategies. Talking Enterprise Cloud Communications Strategy Fortay Connects, Head of Technology, Mark Taylor, joins Zoom Phone's Director to discuss: How to build an effective and scalable cloud strategy for the agile enterprise Business benefits from transitioning to the cloud Adopting a public-cloud strategy How can 'bringing your own carrier' (BYOC) benefit your enterprise? Don’t miss this session: Thursday 28 th April, 11:40-12:05 on the UC Technology Stage