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Most use multiple third-party applications before, during, and after their meetings, and the biggest pain-points they shared were around those transitions.
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The customers we interviewed have end-users that use Webex Meetings for all types of different interactions: one-on-one meetings, team meetings, workshops, trainings, quarterly reviews, company all-hands. But, it’s also important to hear the things they would love to see in the future and how they would like to see the product evolve. Of course, as a product manager, it is rewarding to hear the things that our customers love about Webex: how easy it is to schedule and join a meeting and to easily share content. It is always so valuable to hear customers’ motivations, opinions, and how they use our product first hand! The goal was to conduct user research in order to understand their needs and challenges. “By integrating Microsoft Teams into the BCSquared platform, we have enabled contact centres to benefit from a complete suite of WxCC CCaaS services, whilst ensuring the experience their customers and employees receive is never compromised.Earlier this year, I was super lucky to have the opportunity to visit some of our very important financial and federal customers in Washington DC and Baltimore. “ Whilst w e recognise that Microsoft Teams is quickly becoming the default platform for many organisations, we also realised the telephony functionality is limited and fall s short of what users require for a number of aspects of the business. This enables consistent engagement with employees, clients and customers using their preferred method of communication. Furthermore, contact centre agents can exist a nywhere you want them through a single control and management plane.”įounded in 2011, BrightCloud Group specialises in offering implementation, integration and support services to Cisco C ontact C ente r s within a diverse range of sectors, including automotive, finance, utility, public sector, and retail.Īlex Morrison, CEO of BrightCloud Group, said: “ B y migrating to our own cloud platform, BCSquared, businesses are able to implement and optimise an omnichannel approach for their contact centres. “ Once migrated to the cloud, W x CC contact centre technology can be deploy e d without any loss of functionality. “ As remote working is adopted and enforced on a global scale, BCSquared allows Microsoft Teams to be integrated into the telephony estate in a way that reduces cost and complexity, and enables flexible migration and movement between communication systems at a pace that suits a specific business. “ As Cisco solutions are powering over 10 million Contact Centre seats globally, we knew that bringing Microsoft Teams into the same ecosystem would be extremely valuable to organisations operating Cisco Contact Centre platforms. Companies of all sizes are turning to this platform as a tool to stay connected and collaborate with key contact s. Richard Hall, Chief Technical Officer of Br i ghtCloud Group, comments: “ W e are seeing the popularity of Microsoft Teams increase dramatically.
Webex teams integration full#
īCSquared, which is supported by the UK’s largest team of Cisco Contact Cente r experts, also allows customers to deploy PSTN into M icrosoft Teams, Webex Calling or an on-prem/hosted Cisco Unified Communications Manager to provide full featured and hybrid telephony where needed.
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BrightCloud Group Launches MS Teams Integration for Cisco Webex Contact Centre.Īs Microsoft Teams becomes increasingly popular, with businesses across the globe adopting digital co mmunications into everyday working, BrightCloud Group recognised the significant benefits th e platform could provide as part of the wider Webex telephony and contact centre functionalit y.īy integrating MS Teams with BCSquared, BrightCloud’s full managed service cloud platform, Cisco Webex Contact Cente r can be seamlessly overlayed o nto Microsoft Teams as part of a cohesive telephony strategy.