MICROSOFT TEAMS
Contact Centre
Microsoft Teams contact centre solutions
Inbound, outbound, blended or omnichannel contact centre solutions with seamless Microsoft Teams integration that deliver consistent experiences for customers & real-time collaboration for users.
Inbound
Reduce waiting times with a fully integrated Teams inbound contact centre that enables agents to be productive & provides supervisors the tools they need to monitor their team.
Key Benefit Solutions
- Fully integrated Microsoft Teams solution
- Omnichannel routing
- Intelligent IVR & Screen Pop/Intelligent Virtual Assistant (IVA)
- Skills-based routing
- Popular CRM Integrations
- Quality Management, Recording & Screen Capture
- Live Monitoring / Supervisor Assist
- Reporting & Analytics
Outbound
Improve sales performance and empower your agents with a fully integrated Teams outbound contact centre that enables agents to be efficient with automated dialler technology.
Key Benefit Solutions
- Fully integrated Microsoft Teams solution
- Automated dialler technologies
- Popular CRM integrations
- Real-time “Do Not Call” list compliance
- Quality monitoring, reporting & analytics
- Performance management
- Campaign & list management
Omnichannel
Engage with customers where they want with a fully integrated Teams omnichannel contact centre that streamlines interactions to deliver a personalised experience.
Key Benefit Solutions
- Fully integrated Microsoft Teams solution
- Digital-First Omnichannel Experiences
- Voice, video, mobile, chat, email & social
- Natural language processing (NLP) routing
- Voice enabled IVR
- Single platform for seamless experience
- Intelligent virtual assistants
- Popular CRM integrations
- Supervisor monitoring, reporting & analytics
Reporting
Real-time and historical Teams contact centre insights into call volumes, agent performance, and customer interactions, enabling data-driven decisions and enhanced customer service management.
Key Benefit Solutions
- Real time and historical reporting
- End to end reporting (inc. transfers to back office)
- Key metrics like; wait time, agent availability & CSAT score
- Customised dashboards
- Agent performance tracking
- Multichannel analytics
- Speech analytics
- Compliance & security analytics
"Marlin has been a trusted and valued partner for Stone King over a number of years and their advice, professionalism and support has been invaluable."
Our Microsoft Partners
Why Choose Marlin Communications?
At Marlin Communications the relationship with our customers and partners takes centre-stage in our business.
With our in-house team of engineers and support professionals, Marlin Communications is perfectly positioned to deliver a comprehensive service and partner with your business for the long term.
'To Exceed Expectations' is our founding principle. It's reflected in our SLA performance statistics:
- 94% of support requests handled within 10% of allotted response time
- 100% SLA performance record against client agreement
- 24/7/365 support available
- Installation and Support engineers across the UK
- Strategic international support partnerships across the globe
Get In Touch
To book a 15 minute demo with one of our experts,
call us free on 0800 032 8274 or fill out the callback form below
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