Operator Connect for Microsoft Teams

Airtel devised a simple, yet effective solution: prevent app switching and tool juggling by integrating its telephony solution with a business communication app almost everyone uses - Microsoft Teams. The solution has additional business use too - enterprises burdened with on-premise solutions like PSTN (public switched telephone network) can easily shift to the Operator Connect for Microsoft Teams solution.

What is Airtel IQ Microsoft Teams Operator Connect

Using Airtel IQ’s cloud-based voice communication platform powering businesses to improve engagement levels with customers through timely and secure communication, Airtel has extended its reach by integrating the core voice solution within Microsoft Teams, a business communication platform used by millions of customer-facing agents across a spectrum of organizations worldwide.

It just requires businesses to plug into the MS Teams Operator Connect cloud solution with a simple, hassle-free integration. Enabling this opens a world of opportunities for the teams to make full use of it.

Benefits of Microsoft Teams Operator Connect

Service organizations are looking at efficiency, specifically reducing the workload of agents with a focus on elevating customer and employee experience scores. To support their goals, a natural progression is to move towards the cloud, with the organizations benefiting from the integrations that come along with it. Let’s look at how timely innovations like the Microsoft Teams Operator Connect can boost your customer support or even sales and retention goals.

Powerful telephony capabilities:

Get started quickly and deliver beyond what a traditional telephone line system would offer: get call queueing, routing, and music-on-hold, choose numbers needed by the customer-facing team based on the need, analyse rich call analytics, including recordings and transcripts, and a lot more.

Native integration:

Leverage Airtel’s pre-configured integration kit for MS Teams Operator Connect and literally plug and play the solution into the businesses’ existing tech stack. Use the integration for straightforward networking and provisioning, along with strong reporting and management capabilities.

Better productivity & business growth:

With a telephony solution now available at an agent’s fingertip within the four walls of MS Teams, it prevents them from switching over to another app for telephony, and unifies their communication efforts as they deliver better context between their chats with MS Teams and telephone conversations.

Flexibility of fixed line or mobile numbers:

Whether the business is looking to cement local credibility in a certain area, requiring customers to see local-based numbers during incoming calls from the business, or to enable communication to support, sales, or other field agents who are on the move, they can choose between fixed line or mobile variants of the solution.

No Capital Expenditure:

There are no hardware or on-premise session border controllers (SBC), lifting any limits off where the business wants its premises to move, be completely remote, or be required to budget for expensive networking and telephony equipment.

Call Insights:

Sitting right in MS Team’s Admin Center is Airtel IQ’s voice dashboard for business stakeholders of customer-facing teams to review call performance data per team or agent, scan through call transcripts, or listen to target call recordings.

Assign phone numbers using easy UIs:

With Airtel’s Interactive Graphical User Interface, you can easily choose or allow your agents to choose from a list of virtual numbers you purchase, and make that their default number.

How does Airtel IQ MS Teams Operator Connect Work?

The Microsoft Teams Operator Connect solution is based on Airtel IQ’s Contact Center as a Service solution, where the voice component of the solution, along with all its capabilities like call analytics, call queueing, and routing capabilities are integrated within the framework of Microsoft Teams, a business communication platform. This helps agents use cloud telephony capabilities from their enterprise chat tool, negating the need to manage telephone hardware. There is also no need to keep switching apps between the virtual calling solution and their business chat tool.

Functionality of Airtel IQ Microsoft Teams Operator Connect

Clutch, a leading B2B research firm, says 90 per cent of people prefer calling a live customer service agent, highlighting its relevance and importance today. That’s why Airtel’s Operator Connect for Microsoft Teams has a wide scope of functions.

Security and Reliability:

This solution carries forward the same telecom-grade infrastructure that Airtel offers to all its customers including 99.99% uptime, instant recovery & backup measures. In addition, we deliver cloud API security protocols from SSL/TLS, AES encryption, HTTPS, SSL, and more.

Integration with Existing Microsoft Teams Setup:

Integrating Microsoft Teams with Airtel’s PSTN (public switched telephone network) is hassle-free, helping you get started as soon as you sign up, and delivering higher ROI in a shorter span of time.

Customization and Scalability:

Get the full benefits of an enterprise-ready cloud telephony solution like IVR, call routing & queueing, call hold music, custom call parks, etc. When a business grows, the MS Teams Operator Connect solution by Airtel grows with you, helping you add users, and handle increasing call volume, without requiring any spend on additional hardware.

Supported Communication Modes:

The business has the ability to use traditional telecom-based PSTN calling, as well as a digital-based calling mode

Customer Support and Assistance:

Businesses can be assured of round-the-clock customer support with expert assistance from dedicated agents assigned based on the type of plan the business chooses

Getting Started with Airtel IQ Microsoft Teams Operator Connect

Airtel IQ is a cloud contact centre platform (CCaaS) that allows any business to get started in hours, not days. In addition, with all the tooling and configuration done with Microsoft to get Airtel IQ embedded with Teams, all a business has to do is sign up with the plan that best suits their business requirements and goals, and get the solution up and running in no time.

Enhance your communication and collaboration with MS Teams Operator Connect

Now with MS Teams Operator Connect by Airtel IQ, you can transform your business communication and collaboration efforts, with MS Teams fostering live phone calls apart from existing text-based chat capabilities, bringing communication under one application and preventing app switching. That promotes employee productivity, boosts business growth and goals, and reduces capital expenditure levels significantly.

Why Choose Airtel IQ MS Teams Operator Connect for your Business

Airtel’s offers an unmatched 4-pronged proposition to transform a business’ communication efforts:

Airtel as a telco partner:

Use Airtel’s decades-long reputation as a leading telecom provider for maximum network reliability and leverage its voice innovations.

Greater flexibility and mobility:

Helps businesses cater to needs from establishing local credibility to supporting agents on the ground and on the move with landline and mobile numbers

Full platform regulatory compliance:

Airtel IQ’s Operator Connect for Microsoft Teams solution is fully compliant with existing Telecom Regulatory Authority of India (TRAI) and Department of Telecom (DoT) regulations and guidelines

No multi-vendor management:

Eliminate the need to purchase and keep telecom infrastructure-related equipment maintained, giving you absolute control over your telephony system

Enterprise-level reliability & support:

Round-the-clock managed support includes free phone support, change management inputs, and escalated troubleshooting support as well.

Many up-and-coming businesses, including large businesses, are choosing cloud-based communication solutions like cloud telephony and contact centres to get more bang for their customer communication buck, improving agent productivity levels, cutting infrastructure costs, and matching the speed of the customer. For businesses to differentiate themselves from this new wave, they can choose a telephone network solution that lives within the favourite communication channel of the business world and delivers even better customer and business outcomes.

To get even more out of your office setup and drive better outcomes and customer experiences, review our Airtel Office Internet solutions. The productivity tool-powered broadband plan comes with apps like Google Workspace, conferencing, and Kaspersky licenses for additional security.