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Fabio_Kap's avatar
Fabio_Kap
Copper Contributor
Aug 26, 2019

Call Center functions for MS Teams

Hello   Is anynone using a Call Center third party application in a Teams Only environment? I know Landiscomputer but it seems quiet expensive and is not supported for Teams Only.   Or any ideas ...
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Mark3367's avatar
Mark3367
Copper Contributor
Jun 30, 2020

Fabio_Kap 

Currently I am only aware of one 3rd party app that specifically bolt to Teams.

This is AnyWhere365 but the cost is high but all the Contact Stuff at the moment seems high.

Other are deveoping but they are way of Beta at the moment.

Landis has an early trial but I don't know how successful it has been.

Peter Hobor's avatar
Peter Hobor
Copper Contributor
Jun 30, 2020

Mark3367 
The required APIs from Teams side are not there yet to provide native Call Center functionality on Teams.

The way the vendors are providing CC functionality is the - so called - "Connected Contact Center".  If you are interested to see how this look like in action, you can watch the replay of the webinar of our solution https://academy.geomant.com/academy/webinar-how-to-use-microsoft-teams-for-customer-interaction.
BTW, here is a slide from the Microsoft Teams bootcamp defining the "Connected Contact Center":

 

  • Lars_Fredsted's avatar
    Lars_Fredsted
    Copper Contributor
    Jul 02, 2020

    Hi Peter, actually the native Graph Teams Calling is avilable and Competella have developed and released a Contact Center SaaS solution which was released in April this year https://appsource.microsoft.com/da-dk/product/office/WA200001730?tab=Overview  Peter Hobor 

    • Peter Hobor's avatar
      Peter Hobor
      Copper Contributor
      Jul 02, 2020

      Lars_Fredsted 

      Yes, there are some call related Graph functionalities available, but that is phase one (as MS calles it) still lot is missing for advanced CC functionalities.

      Worth listening this session from the recent MS Bootcamp (the relevant section is from ~00:37):

      https://learning.eventbuilder.com/event/24174
      There is a summary page of this on Docs: https://docs.microsoft.com/en-us/microsoftteams/teams-contact-center

      • Lars_Fredsted's avatar
        Lars_Fredsted
        Copper Contributor
        Jul 02, 2020
        Peter, you are right - it is a development journey for both Microsoft and CC Vendors. However the Competella CCAAS using the Graph API has been released since April 15th 2020. The solution did from the beginning include following advanced features:
        - Advanced Routing
        - Analytics and Statistics
        - Customer journey
        - Call-flow editor
        - etc.

        During July 2020 Competella will release both a high-end SaaS Contact Center and an Attendant Console (receptionist tool) with a lot more features, still using the Graph API.

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