Microsoft Teams integration

Transform how you work with Microsoft Teams

Bring everyone together in one platform and give them the tools to collaborate effortlessly, communicate effectively and streamline operations with Microsoft Teams (MS) integration. 

ms-teams
ms-teams

Effortless communication, all in one place

 

As one of the most popular communication platforms, Microsoft Teams transforms how your team connects and works. By integrating Cxp with Microsoft Teams allows agents to support every customer enquiry, manage and transfer calls and access back-office staff, all without having to leave the Teams environment. Direct routing allows you to operate within a single platform streamlining and enhancing the user experience. 

customer-experience
left-image

Integrated tools that streamline communication


At TelXL, we understand that efficient, reliable communications are essential for busy businesses, Microsoft Teams integration delivers the tools to achieve this. Increase collaboration, remove silos and increase an agent’s ability to consistency meet first contact resolution targets. 

Benefits


Integrating Microsoft Teams with the Cxp platform has a number of advantages including enhanced communications, and improved operational efficiency. From real-time presence synchronisation that eliminates the need for manual status changes to Entra ID integration for easy access to back-office contacts, Teams integration improves routing accuracy, reduces interruptions and allows your agents to work smarter and faster. 

One platform for all communication

Handle all voice, video and internal collaboration within a single unified interface

Instant access to contacts

Leverage Entra ID integration to quickly find and connect with back-office staff, improving response times and collaboration.

Smarter call routing

Synchronise Cxp agent presence with Microsoft Teams presence in real-time, ensuring accurate routing and fewer call disruptions.

Feature highlights


Handle both customer and internal voice and video calls, conferencing, record calls, collaborate with colleagues and simplify daily operations all from a unified interface. 

 

Make and receive calls directly within Microsoft Teams

Manage all calls in one place, reducing complexity and saving time

Agents can route calls efficiently to back-office staff with Teams Direct Routing

Instantly see availability of users across Cxp and Teams

 

Locate and connect with colleagues quickly through the built-in Agent UI

 

other-features-1

Other features

Secure Entree ID access

Entra ID integration provides secure authentication and access to user profiles across the organisation.

Call recording and analytics

Record interactions and access detailed reporting to support compliance, training and performance tracking.

Unified presence

Identify user availability faster with Cxp and Teams user visibility synchronised.

Seamless call transfers

Easily transfer calls and connect with staff using the integrated contact tools within the same user interface.

shape-x