Considering teams for your contact center?
How to make a phone call in Teams
As a business tool, Microsoft Teams Calling has many built-in functionalities that help make communications and working more effective. We’re going to look at how you can best use Microsoft Teams Calling, including using some additional features you may not be aware of. Depending on your business’ specific requirements, there are distinct value sources to be gained by using the different features in Teams Calling. Knowing how to make the most of these features can be a significant advantage; it can streamline your operations and add depth to communications.
There are also third-party tools that can extend the functionalities of Teams Calling even further – giving you even more ways to improve operations. To call a phone number, you can follow the steps below.
How to make a video call from Teams Calling:
Without activating Teams Calling, Microsoft Teams gives you lots of ways to collaborate and communicate within the platform. For example, you can easily make video calls within Teams, hosting up to 20 people per call.
To make a video call, you:
go to an existing chat, or start a new one.
Select the ‘Video call’ option by clicking the video camera icon.
If the chat contains multiple contacts, you’ll be asked to confirm if you want to include all of them in the call. Then start the call.
Just end the call by clicking the ‘hang up’ button.
If you need to video call with more than 20 people, secure video conferencing means you host 300 participants for up to 30 hours, or just 100 people for 60 minutes if using the free version of the app. A Videoconference can be done instantly or be scheduled.
What are other ways to use Microsoft Teams?
Teams offers a wealth of native features, combined with numerous integrations across the Microsoft product family and ecosystem. These can ensure that work is conducted in the most connected way possible, and allows the right information to flow to the right people in a secure way.
You can use Microsoft Teams to place a voice call. This can be done with colleagues via the app, or to outside phone lines if Teams Calling has been activated. Calls can be placed easily in a number of ways, including from chats, contacts, or by direct dialing a phone number. Teams puts the ‘Call’ button on display whenever it can be used, to give every opportunity for easy contact.
Teams is also a robust platform for video calls and video conferencing. Up to 20 people can join a single video call from a chat, or directly.
This is a central feature of Teams as a productivity tool. By using the workspace chat, users can communicate in an organized way with colleagues, while seamlessly sharing documents and ideas. Individual team chats can be restricted to certain users or made open to the entire organization.
You can use Microsoft Teams to organize your work and sub-categorize collaboration into specific channels. This enables better focus on priorities and helps to organize conversations in a rational way.
In addition to making video calls, you can use Teams to host secure meetings with up to 300 participants, for up to 30 hours.
You can use Microsoft Teams as a secure file storage, by uploading files to a specific channel. These are then stored in your SharePoint folder. Files are easily accessible via the ‘Files’ tab within a chat.
Extending the functionality of Teams
Microsoft Teams has been designed to work with the other key business tools in the Microsoft family including Office 365, Outlook, Azure, and Dynamics 365. But these are still limited.
The core functionalities of Microsoft Teams can be further extended by using custom-built APIs and apps, or by using an integration from a Microsoft partner. This enables users to use other tools and apps than those included in the native functionality.
One of the greatest values for a business is the ability to use Teams Calling as a professional phone solution for a contact center. Teams Calling includes impressive native features, including Teams-native automated assistant, and call queue visibility. However, Teams Calling is missing many key features required for a full-function contact center, such as agent supervisor, insights and reporting, and a range of CRM integrations.
How to use Team Calling as a professional contact solution
To turn Microsoft Teams Calling into a professional contact center (complete with detailed insights and reports, agent supervisor, smart call-routing, and integrations with CRMs and other communication channels), only one thing is required: a suitable integration from a trusted Microsoft partner.
All data is still handled within the same secure framework, and it creates a better experience for the customer. ROGER365.io can seamlessly connect communications from web chats and chatbots, messaging apps like WhatsApp, voice, and video calls, while also providing the right information for ensuring each communication is efficient and effective.
ROGER365.io offers the full range of tools required for creating a modern Teams-powered contact center. This integration gives users the advantage of being able to access everything from within the ROGER365.io dashboard and app, which reduces the stress of contact agents, the potential for errors, and helps to streamline their workflows.