Comprehensive software reviews to make better IT decisions
Coming Soon: Microsoft Teams Contact Center Solution
Landis Contact Center for Microsoft Teams is now in preview. Landis Technologies is a Microsoft Gold Partner, who has been building a contact center solution that takes advantage of Teams’ upcoming calling APIs.
Landis Contact Center for Microsoft Teams is undergoing testing within the Landis community, with a release date to be confirmed.
Source: SoftwareReviews Microsoft Teams Scorecard. Accessed December 2, 2019
Microsoft Teams is fast becoming the “holy grail” for unified communications and collaboration. With an upcoming contact center option, clients with Office 365 will need to produce justified reasons for why they would want to purchase another tool that has overlapping capabilities with Teams.
Of course, the problem with being the “jack of all trades” is that you are the “master of none.” Teams risks falling into this category, stretching its capabilities across the full range of communications and collaboration. However, if Teams is “good enough” and fulfils the essential needs of clients, best-of-breed tools with overlapping capabilities will have an increasingly hard sell.
Want to Know More?
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.