Microsoft's 'Unify' Model for Teams Transforming Contact Centers
Microsoft's 'Unify' integration model for Microsoft Teams is causing a stir in the contact center industry, a month after its launch. CentrePal, AudioCodes, and Landis Technologies are among the first providers to receive the coveted Unify certification, indicating strong industry acceptance.
The Unify model promises to natively embed contact center processes within Microsoft Teams using Microsoft's Azure Communication Services (ACS). It builds the contact center directly on the same base as Microsoft Teams itself, creating a single, native communications layer for unified communications (UCaaS) and contact centers (CCaaS).
This development is likely to significantly change the customer experience landscape for the vast Microsoft Teams user base. Since the official launch in early September, several contact center as a service (CCaaS) providers have announced their offerings based on the Unify model. The Unify model marks the third and most advanced stage of Microsoft Teams contact center integration, replacing older 'Connect' and 'Extend' models.
A major driver for the Unify model is the native integration of AI in every customer interaction, enabling advanced features like real-time transcription and sentiment analysis. The model also allows for significant improvements in agent workflows, such as a 'dual-persona' function that separates customer calls from internal collaboration.
Tech partners are rapidly bringing certified solutions to market. ComputerTalk and Enghouse Interactive, though not yet officially Unify-certified, are expected to announce their own certified solutions soon, as they are part of Microsoft's preview program and the certification wave is rapidly progressing among Contact Center providers.
The Unify model is set to revolutionize the contact center industry by seamlessly integrating contact center processes within Microsoft Teams, enhancing customer experiences, and improving agent workflows. With more providers expected to receive certification soon, the market is poised for significant growth and innovation.
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