Microsoft Teams in the Contact Center

Authors: Irwin Lazar, President and Principal Analyst

Metrigy's Microsoft Teams in the Contact Center study looks at how organizations are leveraging Teams for their call and contact center needs. It provides actionable guidance for those evaluating Microsoft Teams for call center use cases versus dedicated contact center solutions. It also provides insights and success strategies for evaluating integration of contact center platforms into Teams, as well as for implementation.

This study explores how companies:

• Use Teams in the contact center
• Integrate Teams into the contact center, including evaluating vendor integrations and managing PSTN access
• Handle operations management
• Determine the business value of integrating Teams into the contact center
• Successfully achieve business value from the integration

Table of Contents

• About Metrigy
• Study Overview
• State of Teams Adoption
• Teams-Contact Center Integration
• Using Teams Phone to Manage Inbound Calling
• PSTN Management Strategies
• Economic Views