Contact center agents can resolve customer issues faster, the company said.

Edward Gately, Senior News Editor

March 15, 2021

2 Min Read
Windstream Charter

8×8 on Monday unveiled the certified integration and availability of 8×8 Contact Center for Microsoft Teams.

8×8 Contact Center for Microsoft Teams offers omnichannel contact center functionality fully integrated with Teams. The solution helps boost agent performance, simplify customer engagement workflows and increase collaboration across the organization.

In addition, it allows sales, service and support agents to connect and collaborate with other Teams-enabled experts. Therefore, they can resolve customer issues faster.

John DeLozier is 8×8’s senior vice president and global channel chief.

“This is an exciting opportunity for partners to leverage a Gartner Magic Quadrant-recognized CCaaS solution in the design of their clients’ Microsoft Teams-based environment,” he said. “[That’s] something not possible before this accreditation. This creates one hand to shake for all of an organization’s voice communications and contact center needs.”

This is a prime upsell/cross-sell opportunity for partners to engage clients already leveraging Teams about how they can enhance customer experience with 8×8 Contact Center, DeLozier said.

“With 8×8, our partners can offer an integrated cloud platform that will extend the capabilities of Teams through global calling, customer engagement, analytics [and] integrations capabilities in a streamlined, centrally managed approach,” he said.

Daniel Canning is Microsoft’s director of Microsoft Teams.

“Organizations have turned to Microsoft Teams to help solve their most critical collaboration and telephony needs, so integrating advanced contact center capabilities into their communication hub is a natural next step,” he said.

Key Features

With 8×8 Contact Center for Microsoft Teams, contact center agents, knowledge workers and supervisors can make and receive PSTN calls using the Teams app as the preferred endpoint.

Key features allow organizations to:

  • Accept incoming contact center calls in Teams.

  • Gain contact center insights. That includes reporting and analytics into call quality, performance metrics, activity history and speech analytics.

  • Use 8×8 Call Recording to support regulatory compliance.

  • Integrate with more than 25 third-party business applications.

  • Operate worldwide with global calling plans in 42 countries across six continents. That includes unlimited calling to up to 47 countries.

The solution is now available at the Microsoft AppSource.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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