MS Teams is one of the most popular collaboration tools available. However, it does not offer the full routing or multichannel support required by modern contact centers. It does not automatically update presence status, unless changed manually by user agents.
Integrated with jtel, however, and Teams becomes a fully featured contact centre solution, adding another key interaction channel. jtel’s advanced routing capabilities can handle the most complex routing scenarios. It increases the availability of your workforce, by allowing employees to receive calls how, when and where they choose, across multiple interfaces and channels.
A federated view of status across all channels dramatically reduces interruptions by calls that are received when users are busy on another channel. The jtel ACD client is fully integrated with the Teams client, delivering full contact center functionality and a rich, omni-channel experience that supports flexible working.
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