The deployment of communications and collaboration tools has never been a more critical aspect of business operations. Many businesses have had to adapt to remote working while retaining an enterprise-class solution that supports employees working from home. Microsoft platform technologies are at the core of most operations for businesses today offering access to instant conference calls, collaboration and document sharing without compromising security. This is a radical change from the onsite office environment. However, one of the most common forms of communication between employees and external businesses is still the traditional phone. Many businesses are highly reliant on personal phone contact with their clients and customers. VEI Global has worked with companies and organisations all over Ireland, to successfully integrate their existing telephony infrastructure with MS Teams, ensuring that internal and external calls can be placed at any time and from any location.
Integrating a business’s phone system with MS Teams offers huge benefits:
- MS Teams streamlines work, increased productivity and saves time.
- All communications and collaboration tools visible within one window view.
- The ability to have conference calls remotely for Team meetings.
- Significant cost savings are achieved.
- A robust and secure system of communication enterprise-wide.
- Remote workers are facilitated on any device, desktop computer, mobile device, iPad and with a compatible inexpensive headset.
Our 100% cloud-based contact centre solution leverages the investment into Microsoft Teams and makes customer service part of the company-wide communication strategy. Employee’s use Microsoft Teams as their single application for internal and customer communications. Custom workflows, skill-based routing and real-time reporting add speed and adaptability to process optimization. Context information, such as customer data, easy access to internal experts and the intuitive user interface empower every employee within the company to serve customers confidently and professionally.
Truly Native
Our Contact Centre is truly native: It uses the Microsoft Graph API and can therefore utilize functionality native to Teams, such as call handling. The media stream stays in the Teams tenant and agents benefit from the best-in-class user experience.
Beyond Connected
Our Contact Centre is not just running on Azure but built on it and thus fully leverages the Microsoft Teams investment and ecosystem. It is currently the only solution that is not only a ‘connected’ but a Microsoft ‘Extended’ Contact Centre solution.
Deeply Integrated
Thanks to the native integration, Our Contact Centre can fully utilise Power Automate for no-code integrations and automations. Standard connectors to various CRM, ERP and ticketing tools empower you to integrate your favourite tools within minutes.
Call Recording – Compliance & Quality Management Recording for Microsoft Teams
Do you want to use Microsoft Teams while having to adhere to regulatory requirements, such as recording, retention and surveillance of voice and electronic communications?
Or would you like to step up your quality management to improve customer experiences?
Our Recording, combines full PCI financial compliance while offering secure monitoring, record-keeping and reporting capabilities with the ease and security of a subscription-based cloud service.
100% cloud
Our Recording runs entirely on the Microsoft Azure Cloud. This means: zero infrastructure and 100% scalability for you.
Maximum Data Security
All recordings are stored on your own Azure storage – only metadata is saved in the Cloud. Recordings are encrypted securely to industry standards and you can bring your own certificates.
Omnichannel
Capture all communications in Teams meetings and direct conversations: from voice calling to chat, video, screen sharing, and IM attachments across all your regulated users.
End to End Call Recording
PCI pause/resume
Flexible configurable retention period
SSL encrypted admin portal
Ability to tag call recordings with reference
We at VEI Global look after full deployment for our clients when integrating with MS Teams. We evaluate a client’s current processes and their needs and integrate the current contact centre and comms channels into a single platform for all communications and collaboration. This leaves our own clients time to focus on what matters most—customer satisfaction and business growth.
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