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Contact Center & Teams comparision

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Posted on by viet561995

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Dear Gurus,

I have some question related to D365 Contact Center & Teams. You think when should we use Microsoft Teams, and when should we use D365 Contact Center ? because both have the capabilities for telephony and soon the teams will have barge in and whisper features

Additionally, can one phone number be used for both Teams and D365 Contact Center ? if can then can i allow two people to be set up with the same number in each platform?

Thank for your insights

Victor.

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Dynamics 365 Customer Service

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viet561995 132 on at

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Contact Center & Teams comparision

Hello Alex,

Thank you for solving my first question.

However, the second question wasn’t addressed. Here’s a summary of the business requirements the stakeholders need:

Outbound call

Inbound call

Call transfer

AI (IVR and auto routing)

For question 1, based on your reply we currently plan that

Department that don’t need a holistic view of the customer can use Teams and log in to D365 Sales.

Those needing omnichannel support (call, chat, chatbot) will use Contact Center. (e.g.., CX Team)

Now question 2, we have a scenario:

If a customer calls the operator’s phone number (e.g., 1800 1234 in Vietnam), they

Interact with a chatbot if the phone call is D365 Contact Center based setup to do the routing

Use auto-attendance in Teams to do the routing

To clarify the 2nd question can i

Set up a phone number for both Teams and Contact Center for the initial call? (e.g., 1800 1234 in Vietnam)

Setup a phone or a person like CX Team in Teams and Contact Center so that they can do outbound call with that phone number in Teams and receive inbound call in Contact Center?

Thank you for your insights,

Victor.
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Alex Dan 365 65 on at

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Contact Center & Teams comparision

Hi Victor,

You've asked a challenging question, and without knowing your business requirements, the answer can often become more complex than expected! 😊 That said, I hope this response helps clarify things.

Over the past few years, Microsoft has expanded its omnichannel capabilities, initially offering solutions such as Email (Exchange Server), Telephony (Microsoft Voice Channel / Azure Communication Services), and Chat (Microsoft Copilot Studio, formerly Power Virtual Agent) exclusively for its own CRM, Dynamics 365 Customer Service Workspace. However, as of July 2024, Microsoft made its CCaaS (Contact Center as a Service) offering available for third-party CRMs like Salesforce and ServiceNow. While this provides more flexibility, integrating with third-party platforms may require additional effort and costs - Dynamics 365 Contact Center Now Available - CRM Software Blog | Dynamics 365

It depends on a lot of questions besides current investments, budget, know-how and timeline. It depends if there is any CRM solution for case management in place or a need for a new CRM system. Or, if Microsoft Teams is in place for inbound and outbound calling and there is no need for a dedicated case management tool, than Microsoft Teams alone can be a suitable solution by its own, at least for the short-term. But, if one needs a case management solution for providing a better holistic service, that requires also omni-channel capabilities/CCaaS (Contact Center as a Service) such as telephony, chat, email etc. than, the Microsoft Dynamics 365 Contact Center offer would be of interest by providing easy integration of channels, AI capabilities (Copilot), Email Integration, Chatbot/IVR bot (Microsoft Copilot Studio), queue / workstream management, 360 degree view of account/contact/case data, reporting and many more.

Microsoft provides some reference architectures and details around different scenarios that can be used as guidance for a service organization, have a look - Introduction to reference architectures for digital contact centers - Dynamics 365 | Microsoft Learn

P.S. You can check a click-through demo of the Dynamics 365 Contact Center solution using also Dynamics 365 Customer Service Workspace as the CRM/case management tool + native omni-channel capabilities (voice, chat etc.)

Cheers,

Alex