Tuesday, 03 May 2022 09:14

Enghouse Interactive customers to present their experiences in enabling Microsoft Teams for the contact centre


Enghouse Interactive - that’s “Eng” as in Engineering - is hosting a free, customer-driven webinar on May 11 with genuine experiences in enabling Microsoft Teams for the contact centre. Here’s why that’s a big deal.

If you're using Microsoft Teams - and if you have Office 365 then chances are good you are - and you have a contact centre, finally the twain shall meet.

It's also likely much of your enterprise workloads have moved from on-premises applications to cloud-based solutions - Office 365 or Google GSuite for email instead of running and managing Microsoft Exchange, ERP and CRM solutions like Microsoft Dynamics or Netsuite, file sharing solutions like OneDrive or Dropbox, and many more. Yet, for a lot of enterprise contact centres, their key operations still rely on a risky, ageing, expensive, maintenance-required PABX sitting in a server room.

If you've recognised the need to bring your contact centre into the cloud - making it available anywhere your business operates, de-risking maintenance, security and backups - or you’ve wondered if you can bring the experience and power you have in Microsoft Teams to your contact centre experience then, well, this webinar is for you.

The webinar runs on 11 May 2022 at 12 pm AEST, 2 pm NZST, and 10 am SGT and is facilitated by Enghouse Interactive and Microsoft with two customer panellists from Maurice Blackburn Lawyers in Australia and Whangarei District Council in New Zealand who will speak about their own real experiences with modernising their contact centres by integrating them with Microsoft Teams.

Enghouse Interactive's Tony Athanasiou explained to iTWire that the company “is a part of Enghouse Systems, a Canadian-listed company that’s been around since the early ’80s. We have over 35 years of experience in customer interaction, CX, and contact centre, and produce tech for every touchpoint.”

Enghouse has over 2000 staff worldwide, thousands of customers around the globe who use its contact centre product, and numerous partnerships. These partnerships include Microsoft where Enghouse is in the top 1% of the Microsoft ecosystem and has worked closely with Microsoft in its Technology Adoption Program (TAP), and the partnerships also include companies like British Telecom and Telefonica who resell Enghouse Interactive solutions in a white-labelling arrangement.

The benefits of enabling Microsoft Teams for your contact centre are many, Athanasiou explained. “For example, if you’re using Microsoft Teams across your organisation for telephony and also want your contact centre to be on the same telephony collaboration platform, or if you get a customer enquiry and you want to be able to connect with anyone across your organisation to provide better customer service,” he said. “You might get a billing enquiry and want to reach out to a Finance or Accounts person in real-time and provide first-call resolution.”

Enghouse Interactive's contact centre solution is certified by Microsoft for Microsoft Teams - one of only a handful worldwide that is.

"Since the pandemic, the uptake of Microsoft Teams has exploded,” Athanasiou said, “especially among people working from home who need to collaborate. As a result a lot of businesses now want to extend Teams into the contact centre.”

In this webinar, Whangarei District Council IT project manager Roxanne Manlangit and Maurice Blackburn Lawyers service delivery manager Jasmine Lim will share their learnings in setting up Microsoft Teams for their contact centre and in using it. They will share what their adoption was like, the benefits they’ve gained, and what their next steps are. You can hear from your peers about their real-world lived experiences. It’s a straightforward practical webinar.

Enghouse Interactive’s solutions can work with any size company too - no matter if your company has five users or many, many more Enghouse Interactive can help you.

You can register for the free webinar here.

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David M Williams

David has been computing since 1984 where he instantly gravitated to the family Commodore 64. He completed a Bachelor of Computer Science degree from 1990 to 1992, commencing full-time employment as a systems analyst at the end of that year. David subsequently worked as a UNIX Systems Manager, Asia-Pacific technical specialist for an international software company, Business Analyst, IT Manager, and other roles. David has been the Chief Information Officer for national public companies since 2007, delivering IT knowledge and business acumen, seeking to transform the industries within which he works. David is also involved in the user group community, the Australian Computer Society technical advisory boards, and education.

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