Native Cloud Contact Centre for Microsoft Teams

Paxitel allows you to extend your organisation’s return on investment in Teams. Paxitel provides a full cloud omnichannel Contact Center solution, native to the Microsoft ecosystem. Paxitel adds so much value in this space, providing connectivity to the PSTN in any country for inbound and outbound contact centres.

Any device, Anywhere

Every Teams user in an organisation can become a ‘contact center agent'. Your agents use Teams anywhere on any device to access the native Teams Contact Centre functionality.

Outbound, Inbound, Omnichannel

From Agent to Customer, or customer to Agent and across Audio, Chat, Webchat, Interactive Voice Response, Number based routing, and more.

Paxitel benefits

Experienced team providing the partnership you need not only in a contact centre product, but also in Teams Direct Routing, integration with your business needs, your agent experience and your customer experience.

Paxitel Native Teams Cloud Contact Centre features

effortlessly engage with your business over the communications channels of their own choice

Omnichannel

Let customers effortlessly engage with your business over the communications channels of their own choice: voice, chat, email, WhatsApp, social media, and many other channels.

Inbound and Outbound Contact Centre functionality.

Automation & Bots

Use voice bots and chat bots rather than basic IVRs. Not just talk directly to customers but also suggest answers for Agents to respond to customer questions.

Advanced Desktop Agent

A cloud native solution providing CRM integration from a single pane of glass that allows your agents to work from anywhere with all the integration and tools your agents need.

Intelligent Routing

Route calls to the best available agent based on numbers, skills, geography, IVR prompts, CRM data, and more.
Add VIP customer routing, white and black listing.

SBC included

Session Border Controllers (SBC) are needed for Direct Routing and Paxitel can include this into the monthly operating cost per month.

and so much more...

Call Recording, Mobile Agents, Outbound Dialing, Cloud based reporting and extend with your business applications.

Secure, Reliable, no better architecture

We have designed our architecture and infrastructure to provide the best possible technical environment. Your traffic never leaves Microsoft’s ecosystem – With both Paxitel’s Direct Routing and our core voice platform, your contact centre traffic and communications always remain within the Microsoft environment. Our platforms and services run on Microsoft Azure. The Teams native contact centre platform and all traffic remain on Azure or within Teams.

This provides not only security, but reliability, uptime, and low latency across all forms of communications.

The way your customers want to talk to you

With Teams Contact Centre, you can engage your customers effortlessly across any conversational channels of their choice. It is easy for you to route communications based on skills, geography, or any other attribute. All your contact centre conversations are easily available for review and playback, so you never miss a thing.

With Paxitel’s Teams Native Contact Centre, you’ll be able to provide the best customer experience across all communication channels. You’ll be able to seamlessly migrate conversations between voice, chat, text, and email or IVR without breaking the flow of the conversation. Not only that, but you’re also equipped with advanced analytics that will help you predict customer needs. Choose us and never worry about losing your conversation again!

Integration is important

Information sharing between people is important, but information sharing between your business platforms is critical.

Integrations with over 30 different CRM and ITMS platforms such as Dynamics 365, Service Now, Salesforce, SAP,  

As a service running on the Microsoft Ecosystem, the PowerBI integration not only makes graphical wallboards displaying real-time information, and making historical information available for your reporting and metrics. 

 

Paxitel advantages