West’s Unified Communications Services (West) today announced that it has become the first Microsoft Gold Communications Global Partner to achieve full native integration of a cloud contact centre platform into Microsoft Skype for Business and Microsoft Teams. As part of Microsoft Office 365, Skype for Business and Teams users can now achieve seamless integration with their contact centre, using West’s Cloud Contact Pro platform, which offers full multi-channel capability, cloud call recording and PCI compliance, all on a single cloud contact centre platform.
The integration between Skype for Business and Teams and West’s Cloud Contact Pro completes West’s portfolio of services aligned to Microsoft’s Practical Guidance for Cloud Voice, to help businesses extend the value of their Office 365 phone system migration. West customers can now move their entire telephony environment, including the contact centre, to the Cloud and benefit from the associated cost savings, operational performance and customer experience improvements. A phased approach to implementation minimises disruption for the business, while bringing full multimedia capability to the contact centre.
Charlie Doubek, West’s Unified Communications Services Vice President, Product and Engineering – Global Services, commented: “Skype for Business and Teams is beginning to generate serious momentum in the enterprise, but until now it has not been able to offer users a contact centre solution in the Cloud. This integration with West Cloud Contact Pro means Office 365 is now supported with the multichannel routing, monitoring and reporting functionality that is mission-critical for modern contact centres. As customers continue to demand pure cloud solutions, this integration is an important strategic step for us.”
Enda Kenneally, Vice President Sales & Business Development UKI at West added: “Until now, users have struggled with the complexity and cost involved in having a separate infrastructure for their telephony and contact centre operation. This integration brings one of the world’s most advanced contact centre platforms within easy reach of Skype for Business and Teams, offering a smooth migration between each stage to significantly improve the customer experience and provide businesses with a competitive edge.”
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