As Teams quickly evolves (building on the strengths of Skype for Business) it enables organizations to intelligently manage all contact center interactions – phone calls, voice messages, email, SMS, chat, social media – using the familiar Teams interface along with all its collaboration options to:

• Increase Revenues with prioritization of high-value customers
• Improve Agent Engagement with its intuitive interface, enhanced tools
• Track Productivity with real-time, visual dashboards
• Benefit from Intelligent Skills-Based Routing improves first call resolution (FCR)
• Use MS Dynamics CRM to improve customer responsiveness and agent productivity
• Leverage Teams Direct Routing for integration of existing voice networks

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