How it works

With Microsoft Phone System (E5) Direct Routing you can easily connect your INOVO contact centre infrastructure to Microsoft Teams. With a SIP trunk configured between the INOVO contact centre and a direct routing certified Session Border Controller (SBC), you can seamlessly make voice calls, transfers and conference calls between agent and back-office MS Teams users without requiring any additional 3rd party software.

How does it work?

With Microsoft Phone System (E5) Direct Routing you can easily connect your INOVO contact centre infrastructure to Microsoft Teams. With a SIP trunk configured between the INOVO contact centre and a direct routing certified Session Border Controller (SBC), you can seamlessly make voice calls, transfers and conference calls between agent and back-office MS Teams users without requiring any additional 3rd party software.

Why integrate MS Teams into your contact centre?

Multiple and separate applications, telephony, and soft phones have a negative impact on CX

Often contact centres use separate systems, devices, and applications to those used by administrative staff. Contact centre agents are frequently required to navigate through multiple applications or even use different devices when servicing a contact. This can increase operational costs, create unnecessary inefficiencies, result in customer frustration, and ultimately drive poor CX.

Benefits

Reap the benefits of a completely integrated telephony environment:

  • Call flows are easier to manage
  • Achieve significant telephony costs savings
  • Deliver an improved customer experience

Leverage the office collaboration tool you already use:

  • MS Teams has a large corporate end-user base, enabling the MS Teams phone system to provide your back-office with a known interface to handle normal phone calls with the added advantage of direct calling to and from contact centre agents.

Key features

Direct Routing
SIP trunks with SBC based routing between the contact centre and the back-office UC MS Teams platform.
Secure Telephony
TLS1.2 usage for the Direct Routing SIP interface.
VoIP network
Reap the benefits of a complete VoIP network configuration with lower call rates.

Key features

Direct Routing
SIP trunks with SBC based routing between the contact centre and the back-office UC MS Teams platform.
Secure Telephony
TLS1.2 usage for the Direct Routing SIP interface.
VoIP network
Reap the benefits of a complete VoIP network configuration with lower call rates.

Getting started

Let INOVO assess your contact centre and back-office telephony environment and advise you on the best way forward. If you have an existing Microsoft Enterprise Agreement or if you are planning to deploy MS Teams telephony, with INOVO and our partnerships with Vodacom and Liquid Intelligent Technologies, you can enhance your operational environment with a completely integrated cloud contact center and UC telephony system.