Shervin Shaffie, Principal Technical Specialist at Microsoft, provides a detailed tutorial series on how to build a contact center using the native features of Microsoft Teams as the building blocks.
In this presentation and this one covers the core topics of building a call center using the native capabilities of Microsoft Teams: No add-ons.
He covers a full range of expert topics, such as auto attendants, call queues, resource accounts, as well as building teams and channels for agents, highlighting a sample call flow
This builds upon his foundation of general UC best practices, such as Copilot and Teams Phones.
Queues
In this tutorial Shervin then goes into the detail of the Queues app for Microsoft Teams, is a native Microsoft Teams call center with advanced functionality like monitor, whisper, barge and real-time reports for supervisors. He reviews in detail the features, timeline, functionality and walks through a product demo of the Queues app.
The Teams Phone powered Queues app streamlines customer call management within Teams, offering personalized experiences for efficient resolution.
Upon launch, users access real-time statistics for call queue performance. Members can easily join or leave queues based on metrics, availability, and business needs. Joined members receive call notifications within Teams and can access relevant customer profiles from their CRM tool (future). Leveraging Copilot, users can summarize call notes to save time between engagements
Call Center Reports
In this video he explores the Reports function. Reports for your Microsoft Teams Call Center are critical to the success of your business and to retaining top agent talent. Gain valuable insights into how customers are using your call center and how your agents are performing.
