The COVID-19 pandemic has caused a collective rethink in the way companies operate, with unified communications transformed from a nice-to-have, to a business essential. As remote working becomes the new normal, Microsoft Teams has become the primary UC platform for more and more organisations.
For those businesses already using Microsoft 365, will know it is quick and easy to roll out and is fast becoming the business communication platform of choice. The challenge now is how to provide a consistent user and customer experience at home and in the office.
Although Microsoft Teams offers flexible functionality, it doesn’t provide the granular controls and user functions most businesses are used to through their traditional PBX telephony or UC systems. For example, being able to transfer customers' calls to a different department, call reliability when using mobile phones and an increased risk of non-compliance as calls can’t be recorded.
Kyocera Direct Connect is a fully managed service to make sure your team and your customers can connect, whenever and however they need to, using traditional PBX, UC, and Microsoft Teams. And in doing so, opening up greater opportunities for a fully inclusive collaboration experience.
In May 2020, the number of daily active users of Teams jumped by 70% to 75m
Organisations need an easy, reliable way for customers to contact them or else risk leaving queries unresolved or worse still, missing out on sales as customers get frustrated and go elsewhere.
By enabling Microsoft Teams collaboration and voice with traditional PBX controls, users can continue to do their job, no matter where they are improving productivity and teamwork. You're also providing a seamless experience for customers, increasing loyalty, revenue and business growth.
We provide the same call controls your team will be used to, for example re-route calls if they are in a meeting or on holiday or enabling autoresponders. This also means you get complete peace of mind that should Microsoft Teams go down, you have reliable disaster recovery and business continuity strategy in place.
Reliance on one single SaaS platform for internal and external communications increases business risk. If the Microsoft Teams service goes down as was experienced during peak lockdown in the UK. Without the ability to quickly re-route numbers – either to a mobile or landline number or to an autoresponder, customers will be unable to get in touch and staff may not be able to communicate, impacting customer experience, productivity, and ultimately sales.
Take Kyocera for example. We’ve got a 60-seat contact centre, all of whom had been working from home during lockdown using our UC Contact Centre solution.
The reality is, we don’t just use Microsoft Teams standalone. We have direct routing and call channel management in place, fully integrated into our UC solution. The person you speak to is able to transfer you at the click of a button. No delay. No impact. It’s all sorted, just like that.
We make it easy for you to make and receive internal and external calls via Microsoft Teams; either as a standalone platform or fully integrated with your existing PBX phone system.
By bringing all your UC functionality into one solution managed by us, we help you optimise your costs and reduce the complexity of supplier management. We make it easy for you to maintain compliance and improve quality of service as new ways of working become a more permanent reality.
We are more than just the sum of our technology; we believe in the power of human insight and intelligence, gathered through years of experience in both UC and ICT and managed services, and the collective knowledge of our people.
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