Node4, the cloud-led digital transformation Managed Services Provider (MSP), has confirmed the immediate availability of an integrated cloud-based collaboration and call centre solution that delivers Microsoft Teams with Cisco’s Webex Contact Center on a single platform.
Node4’s announcement follows recent news that Microsoft has added Webex Contact Center to its list of solutions that are currently undergoing certification for Microsoft Teams integration.
However, Node4 has the capability right now to combine both solutions and offer Microsoft Teams with Webex Contact Center to customers. This has been made possible because of Node4’s unique position as both Gold Microsoft Partner and Premier Certified Cisco Partner — and the deep understanding of both products and both vendors. Seen in a broader context, Node4’s strategy is also part of the company’s ongoing commitment to deliver innovative, collaborative IT solutions that address today’s most pressing communications requirements.
Whether operating in a traditional office-based environment or offering hybrid employment options, many businesses use Microsoft Teams for telephony, messaging, virtual meetings, and content sharing. But if they have contact centre staff, they usually use a third-party contact centre solution because they want specific functionality such as customer history, customer journey results and customer context, which are currently unavailable in Teams.
Node4 also identified that the increasing use of digital channels within call centre environments is a key driver for integrating both products — answering the growing need for customers to connect with contact centre agents via text, social, webchat, email, and phone. Bringing together Microsoft Teams and Webex Contact Center creates a powerful platform to manage all customer communications across a single platform while also providing market-leading collaboration tools for working remotely or office-based employees.
“At Node4, we’ve seen a continued growth in uptake of Microsoft Teams as it has evolved into a powerful collaboration tool. At the same time, Cisco’s collaboration portfolio has been strengthened by the Webex Contact Center solution and its support for Digital Channels (WhatsApp, Apple /Android messaging, Facebook etc). By integrating these two solutions, customers can benefit from the best of both worlds” explains Richard Buxton, Director of Node4’s Collaboration Practice.
“That’s why, over the last few months — and independently of the Microsoft’s certification process — we worked behind the scenes to integrate both products and create a unified communications solution that brings together collaborative working and contact centre functionality.”
He concludes: “Webex Contact Center is Node4’s go-to-market choice because of its best-in-class functionality. Microsoft’s and Cisco’s announcement reflects our long-held belief that there is a strong business case for integrating both products — and puts the framework in place for even tighter integration in the future. This is excellent news for the comms sector and for any business looking to streamline their internal and external communications.”