Better Professional Services Experience With Microsoft Teams & AnywhereNow

The existing platforms were outdated and needed modernization to improve customer experience and dialogue management. The organization required a solution that could integrate with their Microsoft Teams environment and support a transition to omnichannel dialogue management. Key challenges included:

• Legacy systems that were heavily voice-centric
• The need for integration with workflow management and CRM systems (Microsoft Dynamics 365 and Salesforce)
• The requirement for enhanced management information and analytics

‍

Symity selected the AnywhereNow Dialogue Cloud Contact Centre platform to meet all functional and non-functional requirements. The solution enabled the integration of Microsoft Teams Telephony and offered omnichannel capabilities. The project included:

• Enabling 120 contact centre agents and 12 supervisors, plus 6 switchboard operators
• Connecting existing Session Border Controllers (SBCs) to support calls into the Contact Centre and Switchboard
• Conducting design workshops to evaluate call flows and agree on user acceptance criteria
• Providing adoption and training for contact centre agents and attendant console operators
• Offering Early Life Support (ELS) services to ensure a smooth transition to Business as Usual (BAU) operation

Tangible benefits

• Integration with Microsoft Teams Telephony and existing CRM systems
• Improved speed and resolution of customer queries through Skill Based Routing (SBR) workflows
• Increased Customer Satisfaction (CSAT) scores across the contact centre
• Enhanced reporting and analytics using Microsoft PowerBI
• Simplified setup of new agents and resources

Looking ahead
The professional services provider now has a robust Microsoft Unified Communications solution through the AnywhereNow Dialogue Cloud Contact Centre platform. The implementation has dramatically improved customer interaction routes and operational efficiency. The organization continues to refine its customer service strategies, leveraging the capabilities of AnywhereNow to enhance service delivery and customer satisfaction.

‍