Forum Discussion
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 how to replace a conventional PBX regarding call history and "missed call templates" with Outlook integration?
Thanks and Best Regards
Fabio
- At present your only option is a sip based integration with 3rd party Contact Centre solutions.
There are some vendors that claim they can integrate using federation but since it's interop based federation you will find that the presence refresh is too slow and often out of sync.
MSFT is due to release addition APIs soon so we should see current SFB CC vendors realising native CC experience for Teams. Fabio_Kap The APIs really aren't far away now, so I would suggest speaking to companies who provide Skype contact center solutions to hear what their plans are. Here's the official list https://docs.microsoft.com/en-us/skypeforbusiness/certification/isv-overview
Personally I've used Anywhere365, which is very flexible, and I would also highlight Landiscomputer.com as a very capable company. I hear a lot about Enghouse, but haven't used it personally.
Fabio_KapI just wanted to clarify that the Landis Contact Center for Microsoft Teams is a native teams contact center built on the Microsoft Teams Meeting & Calling API's and works "Teams Only". (the product is in Preview now, awaiting Microsoft to release the Calling API features used in the product to GA)
Also, the pricing will be simple and competitive.
https://landistechnologies.com/office365contactcenter/Hi Fabio_Kap!
Tendfor is a contact center and attendant solution for pure Teams deployment. It uses the Microsoft Graph Cloud Communications API and is a cloud offering. The solution has been running in preview since the first of October 2019 and full production since the 18:th of December 2019 with live customers.
Hi Please look at CC4Teams.com we have a working solution offered as as service out of Azure.
Kind regards
Marcel Reuvers
Hi Fabio_Kap ,
Geomant added Teams Contact Center support to their Buzzeasy Customer Experience Orchestration Platform so it is no longer for digital channels only (Chatbot, WhatsApp, Messenger, Social etc.), but supports voice using* Teams: https://www.geomant.com/buzzeasy-contact-centre-for-microsoft-teams
(* Note: also supports Avaya, but that may not be that important here 🙂 )
It is available on Microsoft AppSource:
https://appsource.microsoft.com/en-us/product/web-apps/geomant.buzzeasy_teams_contact_center- Check out www.luware.com for Customer Service solutions based on Microsoft Teams (Luware Stratus Switchboard, Stratus Team (Advanced Routing), Status Agent (Contact Center).
Competella have released their SaaS Contact Center (hosted in Azure) using the native Teams calling API, have a look at https://appsource.microsoft.com/da-dk/product/web-apps/competellaab.competellacc?tab=Overview 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.
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 here.
BTW, here is a slide from the Microsoft Teams bootcamp defining the "Connected Contact Center":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
Hi Mark. We have released our native Teams Graph API SaaS Contact Center back in April. have a look at https://appsource.microsoft.com/da-dk/product/office/WA200001730?tab=Overview Mark3367
Hi Mark, please visit https://contactcenter4all.com/ and ask for a demo for our CC4Teams solution. You will be surprised. And we can also make a very competitive offer.
Kind regards,
Marcel
