Tuesday, 26 January 2021

BrightCloud launches MS Teams integration for Cisco Webex Contact Centers

posted by BrightCloud Group
Tuesday 10 November 20

BrightCloud Group, the contact centre and customer experience specialist, has announced that its innovative cloud platform, BCSquared, has become the first Cloud Contact Centre Managed Service Platform utilising Cisco Webex technology to integrate with Microsoft Teams in Europe. As Microsoft Teams becomes increasingly popular, with businesses across the globe adopting digital communications into everyday working, BrightCloud Group recognised the significant benefits the platform could provide as part of the wider Webex telephony and contact centre functionality…

BrightCloud Group, the contact centre and customer experience specialist, has announced that its innovative cloud platform, BCSquared, has become the first Cloud Contact Centre Managed Service Platform utilising Cisco Webex technology to integrate with Microsoft Teams in Europe.

As Microsoft Teams becomes increasingly popular, with businesses across the globe adopting digital communications into everyday working, BrightCloud Group recognised the significant benefits the platform could provide as part of the wider Webex telephony and contact centre functionality.

By integrating MS Teams with BCSquared, BrightCloud’s full managed service cloud platform, Cisco Webex Contact Center can be seamlessly overlayed onto Microsoft Teams as part of a cohesive telephony strategy.

BCSquared, which is supported by the UK’s largest team of Cisco Contact Center experts, also allows customers to deploy PSTN into Microsoft Teams, Webex Calling or an on-prem/hosted Cisco Unified Communications Manager to provide full featured and hybrid telephony where needed.

Richard Hall, Chief Technical Officer of BrightCloud Group, comments: “We are seeing the popularity of Microsoft Teams increase dramatically. Companies of all sizes are turning to this platform as a tool to stay connected and collaborate with key contacts.

“As Cisco solutions are powering over 10 million Contact Centre seats globally, we knew that bringing Microsoft Teams into the same ecosystem would be extremely valuable to organisations operating Cisco Contact Centre platforms.
“As remote working is adopted and enforced on a global scale, BCSquared allows Microsoft Teams to be integrated into the telephony estate in a way that reduces cost and complexity, and enables flexible migration and movement between communication systems at a pace that suits a specific business.

“Once migrated to the cloud, WxCC contact centre technology can be deployed without any loss of functionality. Furthermore, contact centre agents can exist anywhere you want them through a single control and management plane.”

Founded in 2011, BrightCloud Group specialises in offering implementation, integration and support services to Cisco Contact Centers within a diverse range of sectors, including automotive, finance, utility, public sector, and retail.

Alex Morrison, CEO of BrightCloud Group, said: “By migrating to our own cloud platform, BCSquared, businesses are able to implement and optimise an omnichannel approach for their contact centres. This enables consistent engagement with employees, clients and customers using their preferred method of communication.

“Whilst we recognise that Microsoft Teams is quickly becoming the default platform for many organisations, we also realised the telephony functionality is limited and falls short of what users require for a number of aspects of the business.

“By integrating Microsoft Teams into the BCSquared platform, we have enabled contact centres to benefit from a complete suite of WxCC CCaaS services, whilst ensuring the experience their customers and employees receive is never compromised.”

BrightCloud Group is a leading specialist in the contact centre industry, deploying innovative world-class contact centres for clients across Europe.


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