『Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28』のカバーアート

Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28

Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28

無料で聴く

ポッドキャストの詳細を見る
Sometimes, the part of the business that ends up driving the most growth is the part you didn't plan for. Sam Hasson and Tinkle started out selling cloud communications and Microsoft Teams telephony. Then customers kept asking the same question: Can it do contact center, too? Today, the contact center practice is the fastest-growing part of the business.ㅤOn this episode, Jon Zoltie, host of Always On CX:EX and contact center SME for EMEA at AudioCodes, sits down with Sam to break down when Microsoft Teams actually works as a contact center, where the mid-market sweet spot lives, and what to look at if you're starting to question whether your current setup still makes sense.ㅤThey get into the 250 to 3,000 user band where this story plays out most often, the hidden cost of bolting third-party CX platforms onto Teams, the single fabric problem of connecting back office, front of house, and contact center, and why being late to mention AI in a conversation might be the most refreshing thing about it.ㅤ👤 Guest BioSam Hasson is co-founder and Chief Revenue Officer of Tinkle, a Leeds-based AI communications service provider that delivers cloud telephony, managed Microsoft Teams Direct Routing, and contact center AI to UK SMEs and mid-market customers through an exclusive channel of MSPs and resellers. Founded in 2017 alongside Joseph Flahive, Tinkle has built its Teams voice and contact center stack in partnership with AudioCodes. Sam has more than 15 years of commercial experience across UK managed IT and communications, and is a regular voice on the UK channel stage at events such as Channel Live.ㅤ📌 What We CoverㅤHow Tinkle ended up in the contact center was because customers pulled them in, not because they planned to be thereThe 250 to 3,000 user mid-market sweet spot for Microsoft Teams as a contact center platformA recent UK legal sector win at around 1,400 employees, and why the 100 customer-facing users are the real storyWhy bolting a third-party CX platform onto Teams comes with what Sam calls "an extra pop" The difference between integrating with Teams and being native in Teams, and when each one mattersHow Microsoft's closing of the workaround for free presence integration about a year ago changed the buying calculusConnecting back office, front of house, and contact center on a single presence fabricWhy leading with AI features misses what mid-market customers actually want from a contact center platformㅤ🔗 Resources MentionedTinkleAudioCodesㅤGet Started with Voca CIC👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
adbl_web_anon_alc_button_suppression_c
まだレビューはありません