Skype for Business Online has long played a pioneering role in the field of unified communications and has revolutionized communications in many companies. On 31 July 2021, Microsoft will discontinue the service for this application, having already successfully launched its successor, Microsoft Teams. Since Microsoft Teams is directly integrated into Microsoft 365, it is automatically available to many enterprises. But the ultimate kick-start for the collaboration tool came with the coronavirus pandemic and the mass migration of employees around the globe to the home office. Suddenly, Microsoft Teams was not only on everyone’s lips, but in daily use on millions of computers worldwide.
At the same time, the importance of efficient customer service in contact centers and organizations continues to grow – even more so with the digitalization of business and communications processes, which has been significantly accelerated by the pandemic. Intelligently combining customer service and Microsoft Teams is therefore not only the obvious thing to do, but above all in the interest of forward-looking enterprises and institutions. It is an important success factor for optimizing the customer experience. This combination can already be easily established today, e.g. by means of an omni-channel customer service platform such as novomind iAGENT and special software modules from IP Dynamics.