- CC4Teams is certified for the Extended Model, using Teams Graph APIs and Cloud Communication APIs for integration with Teams
- Teams users now have access to functionalities including call recording, intelligent skills-based routing, and analytics dashboards driven by Microsoft Power BI
- Microsoft certification confirms CC4Teams as a contact center solution that adds powerful omnichannel services to the Microsoft Teams platform
16 November 2022 – ContactCenter4ALL, a global provider of contact center solutions for Microsoft platforms, has announced the commercial launch of
CC4Teams Extended. With the launch of CC4Teams Extended
CONTACTCENTER4ALL is amongst just a handful of contact center providers in the world that have both the Connected and the Extended model commercially available. CC4Teams Extended received the official Microsoft Certification last September.
CONTACTCENTER4ALL is an official Microsoft partner and has natively integrated its powerful CC4Teams solution into the Teams client using the Extended model, providing customer service agents with access to a fast-growing set of contact center features on a single screen.
The cloud-based CC4Teams Extended solution enables organizations to use Microsoft Teams as a full functionality contact center platform, incorporating all the extra features necessary to create an hybrid contact center. In the November release includes enhanced connectivity with zero downtime and Geo Redundancy, which is ease of mind. These new functionalities are key to ensure customer satisfaction, so organisations can be confident that customers are reaching the right agents first time.
Innovative technologies help participating solutions integrate seamlessly with the extended model, these include the Teams client platform, Teams graph APIs and Cloud communications API in Microsoft Graph. Further features will be rolled out through 2023. Here, contact centers can benefit from even more advanced features – from automatic call back and multi skill-based routing to advanced routing EDR and over 300 integrations possible.
“The pandemic contributed to a major expansion in Microsoft Teams adoption as many businesses adapted to remote and hybrid working,” said Anne-Meine Gramsma, CCO at ContactCenter4ALL. “Organizations now realize there are various specific features required to transform the Teams platform into a full-service contact center remotely and remain reachable. CC4Teams allows agents to access all functionalities of a modern contact center through Teams from any location, often at a lower TCO than traditional solutions.”
“Our platform has been designed with over 20 years of expertise in the contact center space, culminating in today’s recognition by Microsoft as a certified provider of third-party solutions to enhance the Microsoft Teams experience,” said Cees de Jong, CEO of ContactCenter4ALL. “We have used our knowledge of business processes in the contactcenter environment to create an easy-to-use solution that covers a whole range of contact center complexities. For example, we know that customers reaching the right agent first time either on a phone call or via webchat has the biggest impact on customer satisfaction, so have embedded intelligent routing into our platform.”
“The large-scale shift towards remote and hybrid working has necessitated adoption of reliable communications platforms to support varied business operations and collaboration from any location,” said Pete Daderko, Director, Microsoft Teams Product Marketing. “The integration between Microsoft Teams and CC4Teams ensures customer service agents are no exception, providing them with a rich set of contact center specific features within Teams.”
About ContactCenter4ALL
We are a team of contact center experts with a shared goal; to connect people, shape the industry, and make an impact. Therefore, you could say that we are the ambassadors of conversations. To have a meaningful conversation, you need to connect companies with their customers, schools with their students, hospitals with their clients, you with us.
With CONTACTCENTER4ALL, it is easy to connect and have a conversation... on any channel, anywhere, anytime. CC4ALL software is natively developed for and certified by Microsoft. It is easy to use and manage and will provide clear and easily retrieved insights. So connect with us; we will proudly show you our solution in a
personalized demo.
For more information, visit:
contactcenter4all.com.
Media contacts
Willeke Hellenthal, Marketing Manager, ContactCenter4ALL
willeke.hellenthal@contactcenter4all.com
+31 8826 80700