Geomant Releases Contact Centre for Microsoft Teams

Microsoft Teams Contact Centre

Geomant’s Buzzeasy Contact Centre for Microsoft Teams is now available, helping businesses extend the power of collaboration into the contact centre.

Geomant, the UK-headquartered contact centre technology specialist, today announced that its Buzzeasy contact centre for Microsoft Teams is available to order.

Geomant is a long-standing Microsoft Gold technology partner with 20 years’ experience successfully deploying solutions for Microsoft Unified Communications platforms, including Skype for Business. With this latest release, Geomant is bringing its expertise to support organisations looking for maximum return on investment from their Microsoft 365 teamwork solution.

With the increasing adoption of Teams as a collaboration platform (44 million daily active users, and growing), extending its reach into the contact centre will offer huge benefits.

Geomant is now offering a cloud solution powered by Azure, delivering a fully integrated experience and perfectly complementing Microsoft’s go-to-market strategy.

Seamless call centre integration

Buzzeasy allows organisations to introduce a Microsoft Teams contact centre in line with the rest of the business, so everyone is seamlessly connected on a single platform. With contact centre staff working on the same platform as the wider business, organisations can benefit from a truly collaborative environment with front line agents having access to back office support.

Buzzeasy complements Teams to provide a multichannel contact centre, enabling voice and digital customer interaction. Using the established Teams infrastructure, Geomant has added a whole range of inbound and outbound interaction channels to extend the power of collaboration.

Users are offered a choice of three user interface options: the Geomant product can deliver the agent experience in Teams as a browser-based application or integrated within the CRM. As a result, every individual in the business can have their interface integrated in the way that suits them best.

As businesses struggle to come to terms with the new business realities created by the COVID-19 crisis, the cost-effectiveness of Buzzeasy is likely to be appealing. The flexible new system will appeal to any company looking for as few as five or as many as hundreds of licences. It will be particularly beneficial for organisations with multiple sites and with people now working from home who need to be connected to UC architecture. More flexibility comes from the multiple modules, which make it easy for any business to scale up or down the features in the future to match the needs of the operation.

Enhanced communication with customers

Taking advantage of the latest Cloud and Bot technology, Buzzeasy revolutionises the way that organisations communicate with their customers. By automating customer engagement in the fastest and most cost-efficient way possible, the product enables customers to ‘channel-hop’, moving from one channel to another without their journey being interrupted. From the agent’s point of view, they easily can manage all the channels in one place.

Buzzeasy also gives organisations the power to deliver chat across multiple channels such as email, web chat, Facebook, Twitter, Skype, SMS and WhatsApp. This is vital as customers now have higher expectations of the companies they do business with than ever before.

Customers can engage using their preferred channel, any time or day of the week. The product will even be working when the contact centre is closed. With AI self-service and chatbots, organisations can answer questions 24 hours a day, seven days a week, without making their customers wait in a queue or until the business opens the next day.

Most competitor solutions cannot match these features as they do not offer a true cloud solution that can be deployed as quickly as Buzzeasy, or with digital channels and bots.

Added value

Geomant is a systems integrator and a software vendor with over two decades of experience in integrating contact centre software with CRMs and line of business applications. As a result, the company offers an impressive professional services skillset to help with implementation.

With the launch of Buzzeasy, Geomant is currently recruiting Microsoft Resellers. Geomant offers an attractive partner program and can be the ‘value add’ for those resellers who do Teams implementations.

Geomant’s CEO, Ákos Vécsei says:

“Geomant’s contact centre knowledge and long partnership with Microsoft has enabled us to build a solution that complements Microsoft’s flagship UC solution, Teams. Using the Teams infrastructure, we have added multiple inbound and outbound interaction channels to extend collaboration beyond the enterprise.”

About the Author

Peter HoborPeter Hobor is Chief Technical Officer at Geomant. Graduating in computer science, Peter has 20+ years’ experience of CRM, Computer Telephony Integration (CTI) and contact centre software development. Peter’s enthusiasm for applying the latest technology to solve business problems, coupled with his enormous industry knowledge is respected by vendors, including Avaya and Microsoft, partners, customers and the Geomant development team. Learn more about Geomant here.

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