The way in which we work and communicate has fundamentally changed in recent years. Now well and truly settled in our remote and hybrid work environments, organisations are looking for ways to further improve communication and project management.
This explains why Microsoft Teams has cemented its position as a vital platform for collaboration and productivity, exceeding 300 million users in 2023, up 30 million on the year before, and a huge increase from the 44 million users recorded in 2020.
At its core, Microsoft Teams is a tool that is used for internal collaboration through text chat, video calls and file sharing, helped by the integration with the full Office365 toolset. However, there are use cases that are yet to be fully realised by organisations or channel partners alike.
With such an extensive and growing user base, and operating in the age of convenience and AI, there is huge untapped potential for Microsoft Teams.
Demand for AI solutions
At the forefront of Microsoft Teams’ growing feature portfolio has been its AI assistant, Copilot, which has greatly enhanced the functionality of the platform as users seek new ways to save time and boost productivity.
The growing demand for AI-powered solutions is not just a passing trend; it's a fundamental shift in how businesses operate. Organisations across various sectors are actively seeking to integrate AI into their workflows to enhance efficiency, automate repetitive tasks and improve decision-making processes.
Microsoft’s Work Trend Index
Microsoft’s Work Trend Index report draws on data from the Microsoft 365 ecosystem and LinkedIn to provide invaluable insights on how we work and how we perceive our roles within organisations.
One of the key takeaways from the most recent report is the rapid growth of aptitude for AI skills that employees, particularly in professional and support service roles, are showcasing on their LinkedIn profiles. As the report itself states, AI is going mainstream and the most effective way to initiate an AI journey is to focus on specific business processes.
A prime example, ripe for disruption, is customer service.
By applying AI across this function, companies can enhance their responsiveness and vastly improve customer satisfaction. We’re not just talking AI chatbots here. While they have their place, most end customers still want to engage with a human agent to solve their problems, particularly when the issue is complex or sensitive.
The impactful use case for AI is in providing agents with real-time visibility of a customer’s journey, where having the awareness of previous touchpoints allows them to fully understand who they are talking to and their perception of the business to date. In short, it helps agents resolve issues quickly and effectively.
Leveraging Copilot
One of the most compelling aspects of Microsoft Teams and Copilot is the potential for partners to leverage solutions that are tailored to the specific needs of their clients. By leveraging Microsoft’s technology stack and out of the customer service copilots, customers can begin their AI journey without the pressures of full-scale implementation.
It’s not always straightforward to incite change in an organisation, however this phased approach can make the transition from pilot programs to meaningful integration as smooth as possible.
AI in customer service
AI undoubtedly has a role to play in reshaping and improving the customer service function, and channel partners must recognise this trend to remain relevant. Microsoft's Copilot strategy offers a unique opportunity to unlock significant growth potential. However, simply providing existing services is no longer enough. Partners must adapt and innovate to meet the evolving needs of their clients.
Those who fail to embrace these changes risk being left behind, leaving an open path for others to establish an advantage over their competitors.
AI is not just a tool, it’s a game-changer that will redefine customer expectations and service delivery. The integration of AI will allow businesses to operate more efficiently and focus on strategic initiatives, freeing up valuable time and resources.
As end-customers become more familiar with AI, there will be a substantial upsell opportunity for partners to incorporate additional features and enhancements into their offerings. This could include advanced analytics, personalised user experiences or even predictive capabilities that anticipate user needs and streamline workflows.
Steps for channel partners
We’ve established the significant opportunity that exists for channel partners with Microsoft Teams, but how does it work in practice?
For partners looking to tap into the potential of Microsoft Teams and Copilot, there are a few considerations. Firstly, it’s important to begin by engaging with clients to identify their pain points and opportunities where AI can provide value, allowing for tailored solutions that address specific requirements.
If the prospect is new to implementing AI, starting small can be another effective approach. Encouraging customers to pilot AI solutions within select departments or processes helps them gain confidence and see measurable results before expanding the implementation.
As with any new solution, providing training and resources is crucial, as it empowers clients to understand capabilities, and enables smoother adoption and greater satisfaction for agents and end customers. As the partnership develops, regularly measure the success by leveraging and assessing data insights.
How has productivity been impacted since the implementation? Have they seen an uptick in customer satisfaction? Are there other opportunities for further improvement?
Having these data points to hand and being proactive in suggesting new features and improvements as clients' needs evolve will go a long way to nurturing long-term strategic partnerships.
Microsoft Teams represents a significant untapped resource for channel partners willing to innovate and adapt. By understanding customer needs and strategically leveraging AI, partners can enhance their offerings, improve customer engagement and, ultimately, drive business growth.
The landscape is constantly shifting – and at speed - so embracing this opportunity is no longer a choice; it’s a necessity for those looking to thrive.