Microsoft made a major announcement at this year’s Enterprise Connect when it revealed its latest Microsoft Teams feature: Teams Phone extensibility for Microsoft Dynamics 365 Contact Centers.
The company’s latest push into extensibility will allow businesses to integrate real-time AI, enhanced data security, and simplified application workflows for Teams Phone and contact center deployments directly within Teams.
Luware, a trusted Momentum partner, was among the initial vendors selected to deliver this new feature. They specialize in delivering fully integrated contact center solutions and leverage Microsoft’s extensibility through their powerful Nimbus platform.
So, why is Microsoft Teams extensibility such a big deal, and how is it going to change the future of Teams-enabled contact centers? Here’s what you need to know.
Demystifying Microsoft's Teams Integration Models
Businesses commonly encounter terms like Connect, Extend, and Extensibility when exploring Microsoft Teams integrations. Here’s a brief breakdown of these terms, including key differences.
- Connect: External platforms route calls into Teams, with intelligence handled externally, which can sometimes introduce complexity or additional costs.
- Extend: Call handling intelligence resides directly within the Teams environment, offering seamless integration but limited real-time capabilities.
- Power Model: Microsoft’s latest model uses services hosted on Azure Communication Services (ACS), enabling deeper integration with real-time voice and AI-driven capabilities within Teams.
Momentum supports businesses in adopting the extensibility model, enabling your contact center to fully utilize Luware’s Nimbus solution within your Teams environment.
Moving Toward Simplicity: The Low-Code, No-Code Advantage
Many businesses face challenges deploying advanced communication solutions due to complexity and resource constraints. Finding qualified, in-demand technical talent is no easy task today.
The industry’s shift toward low-code, no-code platforms addresses this by minimizing the need for extensive technical expertise.
Luware’s Nimbus aligns perfectly with this trend, simplifying powerful integrations like AI-driven routing, real-time sentiment analysis, and streamlined workflows.
Momentum facilitates the rapid implementation of these features, empowering teams to enhance customer experiences and productivity without overwhelming internal IT resources.
Ensuring Data Security and Compliance
Another significant benefit of the Teams extensibility model is enhanced data security. Luware Nimbus operates directly within your Azure tenant, ensuring critical data remains fully under your control and proactively addressing compliance and security concerns.
Momentum ensures your environment aligns with industry best practices around data security and compliance. Using extensibility via ACS, your business retains full visibility and control of sensitive customer data, creating a secure foundation for growth.
Harnessing the Power of Real-Time AI
Real-time AI integration is one of the most significant benefits of Teams Phone extensibility.
Luware Nimbus leverages Microsoft’s Cognitive Services to enhance customer interactions and agent support through:
- Real-time transcription and translation: Instantly document and translate customer interactions, improving service quality and responsiveness.
- Live sentiment and topic analysis: Provide supervisors with immediate insight into ongoing calls, enabling timely intervention to maintain high service standards.
- AI-driven knowledge prompts: Equip agents with instant, relevant information during calls, significantly reducing resolution times and enhancing customer satisfaction.
Momentum helps integrate and optimize these powerful AI capabilities, positioning your contact center ahead of competitors and improving customer experiences.
Real-World Business Scenarios and Applications
You may be wondering what Teams Phone extensibility looks like in real-world scenarios.
Here are practical examples illustrating how organizations can effectively utilize Luware Nimbus and Teams extensibility:
- Financial Services: A bank uses real-time sentiment analysis to instantly alert supervisors when a high-value customer shows signs of dissatisfaction, enabling proactive service recovery and improved retention rates.
- Healthcare: Hospitals leverage real-time transcription and translation to quickly document and communicate critical patient information across multilingual teams, enhancing patient care and reducing errors.
- Retail and E-commerce: Online retailers utilize AI-driven knowledge prompts, providing customer service agents with instant access to product information and troubleshooting guides, significantly speeding up customer interactions and boosting satisfaction scores.
Momentum provides strategic guidance and support to tailor these scenarios specifically to your organization’s unique needs.
Momentum: Your Strategic Partner in Teams Phone Extensibility
Microsoft Teams extensibility represents a fundamental shift in business communication capabilities.
Momentum’s expertise in Teams environments bridges the gap between advanced technology and practical implementation.
Partnering with Momentum to implement Luware’s Nimbus solution provides your organization with clarity, speed, and strategic advantage in today’s dynamic business landscape.
Ready to transform your contact center with Microsoft Teams and Luware Nimbus?
