As Teams quickly evolves, it enables organizations to intelligently manage all contact center interactions – phone calls, voice messages, email, SMS, chat, social media – using the familiar Teams interface along with all its collaboration options to:

• Increase Revenues  with prioritization of high-value customers
• Improve Agent Engagement  with its intuitive interface, enhanced tools
• Track Productivity  with real-time, visual dashboards
• Benefit from Intelligent Skills-Based Routing  improves first call resolution (FCR)
• Use MS Dynamics CRM  to improve customer responsiveness and agent productivity
• Leverage Teams Direct Routing  for integration of existing voice networks