Microsoft Teams Call Management

If you have a high volume of inbound or outbound calls, we recommend pairing Teams with call management services through the in2tel network.

Keep customer and agent satisfaction high by bringing in the right tools to reduce wait times, increase productivity, and ensure that customers get through to the correct person every time.

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Create the perfect call management solution

Our Teams call management plan is a bespoke solution that uses a combination of in2tel software and network-based services. Add the necessary components behind the scenes to ensure customer satisfaction is maintained and that agents have a well-equipped work environment.

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One platform for comms
Third-party integrations
Add and Remove systems with ease
Purpose built for your operation

Call management services

IVRs

Our IVR is a menu system the customer will encounter before being put through to the correct department. It reduces the need for internal handovers and allows for the use of automation systems such as card payment and balance checking.

Personalised voice recordings
Add automation such as payments
Self-management available

Call queueing

A customer’s time is precious and not being able to get through to your business, is guaranteed to have a negative impact. With call queueing, customers will automatically join a queue, if no agents are available.

Queues allow you to inform your customers of their position, estimate wait times, and provide alternative contact options.

Intelligent agent routing
Personalised messaging
Callback and notification options

CRM integration

Ensure all your calls through Teams go to your CRM. CRMs only work if all communication is recorded, giving your business a centralised view. Make sure all appropriate data fields are sent to the CRM so that each interaction is as valuable as possible.

Most CRMs compatibility
Bespoke integration
Customisable data forwarding

SMS and notifications

SMS and push notifications are a great way of sending information, authorising security access, and marketing communications. They enable instant actions and reduce the amount of phone time required by both the customer and the agent.

SMS authentication
Automation within other services
System integration

Call routing

Decided how calls are routed based on the time of day, an agent’s skill set, or who the account manager is. Make sure customers go to the correct person, as quickly as possible.

Time-based routing
Skill-based routing
Preferred agent

Monitoring & reporting

Gain a real-time view of all inbound and outbound calls through Teams. Use a portal to break down statistics and form easily reportable graphs based on any necessary metric. Monitor agents’ calls for training and performance review.