Veröffentlicht am 12. January 2022

Increased customer experience and perfect efficiency through call center solution for Microsoft Teams

Vejle (DK) – 11.01.2022

Brian Photo/ Bild

Brian Nørgaard

Director Nordics

Many companies decide for voice-over-IP solutions with Microsoft Teams. And then quickly face the challenge of finding a flexible contact center solution for customer service.

This was exactly the case for our customer.

The globally active industrial company from Scandinavia switched from its existing telephony solution to Microsoft Teams.

The previously used switchboard application no longer met the increased requirements. The lack of clarity and unwieldy operation led to dissatisfied employees and end customers. To determine the person responsible for the calling party, even Sharepoint, Outlook and the web page had to be consulted.

To make matters worse, it was not compatible with Microsoft Teams.

Our customer was thus faced with the compelling challenge of implementing a flexible and efficient call center solution that would once again simplify internal processes.

Our solution: samwin’s impressive and future-oriented Contact Center Suite.

The completely cloud-based web application offers an impressive as well as strong scope of services with maximum independence and system stability.

With the solution hosted in our data centers, we cover all current and future requirements of the customer. Due to the vendor neutrality and open interfaces, a direct integration of the Active Directory (AD) as well as the employee calendars is possible. The call center application of our partner samwin also provides agents with a perfect overview of the availability status of their colleagues.

Customized integrations of all databases, CRM, ERP or ticket systems provide a real experience on the customer side. The call center has all information about the call partner on the screen even before the incoming call. The contact center application offers an excellent search function and allows the Microsoft Teams call to be easily forwarded worldwide. With samwin, our customer can be reached even faster and more efficiently by their callers.

The Scandinavian company is particularly happy about our local presence in the Nordics and our allround service. Because we take care of everything:

  • Consulting
  • Setup
  • Migration
  • Performance Tests
  • Trainings
  • Further development of the solution
  • Helpdesk
  • Monitoring & Support
  • Patching & security updates
  • Reports

After just a few weeks, our customer confirmed an increase in the efficiency of internal processes and an improvement in the customer experience. He is particularly enthusiastic about the fact that we only have one support model and calls to the helpdesk do not incur any additional costs. This means he can always be confident that the agreed monthly costs will remain the same.

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