What is a contact center?
A contact center helps you meet your customers where they are with a seamless and consistent experience across channels.
Optimize your business with a contact center
Contact center solutions allow your business to grow by saving time and resources, while simultaneously building brand loyalty.
In-house contact centers
In-house contact centers are installed and hosted on physical servers on-premises.
Virtual contact centers
Virtual contact centers offer omnichannel capabilities offsite with a remote staff.
Cloud-based contact centers
Cloud-based contact centers are hosted by cloud providers’ internet servers.
Hosted contact centers
With hosted contact centers, the infrastructure is outsourced externally.
Why use a contact center?
The modular infrastructure of a contact center modernizes your business by boosting efficiency, security, and flexibility.
Save time
Adapt and scale your business to your customers’ needs with omichannel contact centers.
Work smarter
Maintain a database of support history to help agents pursue next steps to resolve issues rather than retreading the same information.
Improve customer experience
Enable digital engagement support via in-app chat, text, social media, and email for a smooth, seamless customer journey.
Strengthen your brand
Build lasting customer relationships by demonstrating your team is reachable, reliable, and committed to personalized problem solving.
Keep a competitive edge
Stay ahead of the competition with superlative service, since customer care is quickly overtaking product and price as the number-one differentiator.
Scale up
Adapt and scale your business to your customers’ needs with omichannel contact centers.
How contact centers work
- Getting connected
Contact centers focus on delivering a channel-agnostic, architected design to create customer service journeys, including enhanced self-service. Services are consumed on a per-seat, per-concurrent-user, or transaction basis.
- Process orchestration
A sophisticated infrastructure supports increasingly complex and personalized customer engagements.
- Resource management
Staff is engaged and empowered with advanced AI technology that powers a stronger customer experience and helps prevent agent burnout.
- Knowledge and insight
Contact center technologies and capabilities deliver customer and operational insights and recommend next-best actions across all functional groups.
Teams Phone advanced capabilities and contact center integrations
Engage your customers with targeted solutions that are tailor-made to fit your organization’s needs.
Teams Phone advanced calling capabilities
Streamline internal and external customer call management experiences with built-in auto attendants, call queues, and voice-enabled channels in Teams.
Teams-certified contact center solutions
Optimize customer engagement with an easy, seamless experience when connecting your existing contact center solution with Teams.
Microsoft Digital Contact Center Platform
Deliver a more innovative customer experience across all channels, driven by the Microsoft Cloud, Dynamics 365, Teams, Nuance, and Azure Communication Services.
Frequently asked questions
-
Contact centers help you to meet your customers where they are with omnichannel support all day, every day.
-
Contact centers are an enhanced form of call centers, supporting both voice and digital engagement channels to help modernize your service business and prepare you for the future.
-
Contact centers offer a much more robust level of support which allows businesses to evolve and strive for customer retention in an ever-competitive market.
-
Contact centers are in-house, virtual, hosted, and cloud-based.
-
Contact center technologies and capabilities deliver customer and operational insights and recommend next-best actions across all functional groups. Staff is engaged and empowered with advanced AI technology that provides a stronger customer experience.
Get started with Microsoft Teams today
-
Home
-
Business
-
Enterprise
-
Education
Follow Microsoft Teams