Teams + Contact CenterCC Overlay_Brochure.pdf · • Power Dialer • Preview Dialer • Campaign...
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CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL CallTower and Five9 deliver a powerful alliance with their Microsoft Teams offering. Together we empower the Microsoft Teams digital environment to provide an unparalleled customer experience with a superior end-to-end solution. WHY OVERLAY TEAMS WITH CONTACT CENTER? CALLTOWER’S MICROSOFT TEAMS DIRECT ROUTING CallTower delivers an integrated Office 365 Microsoft Teams experience with global calling plans empowered by a US-based client services team, ensuring a personalized implementation, adoption, training and support strategy. ADVANTAGES • Network is Completely Optimized for Voice • Direct Routing as a Managed Service • Integrated Office 365 Apps • All Your Communications in One Place • Coexist with Skype for Business • Mix and match CallTower and Microsoft Calling Plans • Enterprise Security and Compliance • US Based 24/7/365 Tier 1/Tier 2 Support Stay Connected Chat, calls and meetings within your team, in private or small group conversations + guest access to extend collaboration. Integrated Apps Expose your team to all applications that are part of the O365 software stack from within Teams Coexist with Skype Increase user flexibility by leveraging capabilities in Teams that are not available in Skype. Change Management Guidance with deployment, resource planning, technical readiness and adoption to ensure success. FIVE9 BLENDED CLOUD CONTACT CENTER Get all the benefits of feature-rich, on-premise systems with none of the hassle. The Five9 Virtual Contact Center (VCC) suite gives your people the tools they need to make powerful customer connections while delivering the results your business requires. FEATURES Inbound: • ACD • IVR • CTI Screen Pop • Speech Recognition • Text-to-Speech Outbound: • Predictive Dialer • Progressive Dialer • Power Dialer • Preview Dialer • Campaign and List Management • Local number options • DNC Compliance • Web Callback Common Platform: • Agent Scripting • Voicemail • Call Conferencing • Toll-free Numbers • Call Recording • Historical Reporting • Real-Time Reporting • Cloud APIs • Data Import • Contact History Database www.calltower.com [email protected] (800) 347-5444 KEY INTEGRATION Presence & Directory Via a consolidated directory, Five9 agents can see when other users are online, in their Agent Desktop application, and grouped by expertise. The agent can click to call the expert and conference them with the customer, or transfer the customer call to the expert entirely.
Transcript of Teams + Contact CenterCC Overlay_Brochure.pdf · • Power Dialer • Preview Dialer • Campaign...
CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL
CallTower and Five9 deliver a powerful alliance with their Microsoft Teams offering. Together we empower the Microsoft Teams digital environment to provide an unparalleled customer experience with a superior end-to-end solution.
WHY OVERLAY TEAMS WITH CONTACT CENTER?
CALLTOWER’S MICROSOFT TEAMS DIRECT ROUTING
CallTower delivers an integrated Office 365 Microsoft Teams experience with global calling plans empowered by a US-based client services team, ensuring a personalized implementation, adoption, training and support strategy.
ADVANTAGES • Network is Completely Optimized for Voice • Direct Routing as a Managed Service • Integrated Office 365 Apps • All Your Communications in One Place • Coexist with Skype for Business • Mix and match CallTower and Microsoft Calling Plans • Enterprise Security and Compliance • US Based 24/7/365 Tier 1/Tier 2 Support
Stay ConnectedChat, calls and meetings within your team, in private or small group conversations + guest access to extend collaboration.
Integrated AppsExpose your team to all applications that are part of the O365 software stack from within Teams
Coexist with SkypeIncrease user flexibility by leveraging capabilities in Teams that are not available in Skype.
Change ManagementGuidance with deployment, resource planning, technical readiness and adoption to ensure success.
FIVE9 BLENDED CLOUDCONTACT CENTER
Get all the benefits of feature-rich, on-premise systems with none of the hassle. The Five9 Virtual Contact Center (VCC) suite gives your people the tools they need to make powerful customer connections while delivering the results your business requires.
FEATURESInbound: • ACD • IVR • CTI Screen Pop • Speech Recognition • Text-to-Speech
Outbound: • Predictive Dialer • Progressive Dialer • Power Dialer • Preview Dialer • Campaign and List Management • Local number options • DNC Compliance • Web Callback
Common Platform: • Agent Scripting • Voicemail • Call Conferencing • Toll-free Numbers • Call Recording • Historical Reporting • Real-Time Reporting • Cloud APIs • Data Import • Contact History Database
www.calltower.com [email protected] (800) 347-5444
KEY INTEGRATION
Presence & Directory
Via a consolidated directory, Five9 agents can see when other users are online, in their Agent Desktop application, and grouped by expertise. The agent can click to call the expert and conference them with the customer, or transfer the customer call to the expert entirely.
