Talkdesk Microsoft Teams Connector breaks down collaboration silos within your organization and promotes teamwork and knowledge sharing between your Agents and Subject Matter Experts (SME) to solve customer questions faster, increase productivity, reduce customer effort, and improve customer satisfaction through first contact resolution.
For more information, please visit our documentation.
November 21, 2024
On Thursday, November 21, 2024, we will release the following features for the Microsoft Teams Connector:
New:
- Presence synchronization: With this feature, administrators can manually enable or disable presence synchronization for users who are configured as Talkdesk Agents and have a corresponding Microsoft Teams account. Administrators can decide whether presence synchronization is unidirectional or bidirectional and define custom presence status mapping rules. Additionally, administrators can enable or disable presence synchronization at a user level.
- Reduction in the number of virtual users: This feature reduces the number of virtual users (connections) that need to be configured on Talkdesk for presence lookup and synchronization.
July 12, 2023
On Wednesday, July 12th, 2023, we will release the following feature for Talkdesk Microsoft Teams Connector™:
New:
- Show Microsoft’s Teams user’s status in the Colleagues tab: see your colleague’s status on Microsoft Teams within the Colleagues Tab in the Contacts App. This way, you know who is available to help with a customer query.
Note: Status is not updated in real-time. You can use the Refresh Status button to update colleagues’ status when necessary.
For more information, please check our documentation.
March 31, 2023
On Friday, March 31st, 2023, we will release Talkdesk Microsoft Teams Connector™.
Talkdesk Microsoft Teams Connector breaks down collaboration silos within your organization and promotes teamwork and knowledge sharing between your Agents and Subject Matter Experts (SME) to solve customer questions faster, increase productivity, reduce customer effort, and improve customer satisfaction through first contact resolution.
What’s included
- Teams Directory Integration: Import and sync your Microsoft Teams users into Contacts under “Colleagues”, allowing your Agents to search, find, and click-to-call SMEs who are on Teams from within Talkdesk CX Cloud™.
- Direct routing: Provides secure & encrypted SIP trunking between Talkdesk CX Cloud™ and Teams for on net seamless transfers and consultations between your Talkdesk Agents and SMEs.
- Alerts & Notifications: Ensure critical business events and relevant contact center insights are delivered to the right employees at the right time by automating alerts & notifications in Microsoft Teams, straight from Talkdesk.
How to Access / Install
This product requires additional licensing. Enablement and setup are conducted by Talkdesk.