Telephony that works where your staff are already working

Teams Phone brings your business telephony to Microsoft Teams. Staff can use the environment they’re already familiar with to make, receive and manage calls.

This makes the transition to integrated telephony more accessible. At the same time, it gives IT more scope to manage telephony centrally and tailor it to the organisation’s operations.

Teams Phone can also be integrated with other business systems. This means that telephony is no longer a separate application, but rather an integral part of the wider digital working environment.

When customer contact demands more

An employee who makes the occasional phone call has different needs to a customer service team that handles dozens or hundreds of calls every day.

This raises questions such as: who records a call? How do you avoid long waiting times? How does a supervisor know what is happening at any given moment? And how do you gain an insight into the quality of the service?

Voca Conversational Interaction Centre has been developed for this situation. The solution extends Teams Phone with features to help organise incoming and outgoing customer contact more effectively.

For example, you can work with:

• Intel Intelligent routing to route calls to the right member of staff or department
• Live monitoring to monitor the performance of your contact centre
• Reporting to analyse patterns and performance
• CRM integrations to make customer information more readily available during calls

Communication via channels such as web chat and email can also be integrated into the contact centre environment.

Fewer drop-down menus, more natural interaction

Not every customer interaction needs to start with a member of staff.

With Voca CIC’s conversational AI, a customer can explain in natural language why they are getting in touch. The solution interprets the enquiry and can then direct the conversation to the right person or department.

This simplifies the customer journey and helps staff to spend their time on conversations where their expertise is genuinely needed.

Alongside conversational AI, other AI applications within Voca are also evolving, such as the recording and automatic transcription of conversations and new agent-based AI capabilities. At VanRoey, we are currently exploring how these technologies can help organisations to analyse customer interactions more effectively and further optimise communication processes.

What does that mean in practice?

The added value lies not only in the technology itself. It is about the way in which that technology supports day-to-day work.

For staff, this means, above all, less switching between different applications. They work in an environment they are already familiar with.

For IT, the following arises greater clarity and control over communication. Telephony and contact centre functions can be managed from within the same broader environment.

For customers, the main thing is it will become easier to reach the right person. Less searching, fewer transfers and faster assistance.

A solution that grows with your organisation

Not every organisation needs a comprehensive contact centre these days. Perhaps you’d like to start by integrating your telephony with Microsoft Teams. In the future, there may be a need for improved routing, reporting or other contact centre functionalities.

Teams Phone and Voca CIC can grow alongside your organisation.

So you don’t have to change everything all at once. You can start by addressing today’s needs and expand further later on when your organisation or client contact requires it.

Ready to organise your communications more effectively?

Do you already use Microsoft Teams on a daily basis, but is your telephony system still separate from that environment? Or would you like to gain better control over customer calls and the running of your contact centre?

At VanRoey, we work with you to identify the approach that best suits your organisation’s needs. Whether you want to get started with Teams Phone or expand your customer contact with Voca CIC, we’re happy to help you find the right solution.

Curious about the possibilities for your organisation? Fill in your details via the contact form and discover how you can organise your business communications more simply, efficiently and smartly.