Native Contact Centre for Teams
The Microsoft Teams Calling phone system is sweeping all before it. Now businesses are looking for contact centre integrations into Microsoft Teams Direct Routing need look no further.
Comms Group, Australia's first Microsoft Teams Direct Routing provider is now Australia's first vendor of contact centre solutions for Microsoft Teams Direct Routing. With integration capabilities for most CRM and Including saeforces for Teams, Comms Group is the supplier of choice for complex Contact Centre solutions for Microsoft Teams Calling.
Having delivered over 20 Teams contact and call centre solutions in our first 24 months of Teams Direct Routing, Comms Group can lay claim to being Australia's most experienced Teams contact centre provider.
Native Call Centre Solutions for Microsoft Teams Direct Routing
Our call centre and contact centre solutions for Microsoft Teams come in three varieties. When you need a phone system for a call centre, Comms Group has a range of solutions to suit with on premises and Cloud solutions including native, semi-native and hybrid contact centre solutions.
Native Call Centre Solutions for Microsoft Teams Direct
When you need a call centre phone system that is embedded within the Teams environment, we have the solution. The native contact centre phone system solutions natively use the Teams interface and have the contact centre icon built on the Teams application menu.
Why use a native Call Centre for Microsoft Teams?
Aside from having the contact centre functions appear within the application menu, the big advantage of a Microsoft Teams native contact centre is that it avoids any disruption of the audio stream, with the voice packets remaining within the Microsoft environment. By using a native contact centre solution for Teams, the audio stream doesn't need to traverse back through any supplier servers which has the potential to affect call quality.
Fast ROI on Global Microsoft Teams Contact Centre deployments
Our cost effective deployments mean you get an ROI fast. And we don't just deliver a bare bones solution. Our contact centre solutions offer a feature rich but cost effective solution.
Using the Comms Group Teams contact centre telephony is your path to fast ROI with low cost subscription and deployment. With Comms Group you will add enhanced functionality for attendants, contact centre agents and office users. Our native contact centre solution for Microsoft Teams will improve productivity and efficiency across your business.
- Comms Group Teams IP Voice Failover for enhanced availability
- Lives in the Microsoft Cloud
- World Class Clients for Web, Teams, Windows and Smartphones
- Mobile Agents for Increased Flexibility – Work from Anywhere
- Fully featured Windows switchboard attendant and contact centre client
- Advanced calendar monitoring with presence
- Auto attendant, ACDs, IVRs, CRM integration, advanced routing and call handling
- Professional grade functionality including keyboard shortcuts
- Easy to deploy, productivity focused, widget-based wallboards
- Clear and informative statistics with interactive graphs
- Modern intuitive interfaces make Microsoft users feel at home
- Teams, smartphone and web apps available for remote work
- Modern web-admin for easy configuration and maintenance
Global Data Sovereignty & Compliance
Using CommsChoice Insights gives you peace of mind with your customers call recording data stored where your Office 365 licensing is domiciled.
CommsChoice Insights provides global data storage compliance available to your business regardless of industry, size or location. Insights addresses compliance requirements for MS Teams Call recordings with text transcription, AI-driven data redaction, and 256-bit AES encryption for your audit trail.
Insights provides compliance across a range of compliance regulations including GDPR, AU privacy Act, PCI-DSS, MiFID 2, FAIS, CCPA and POPI.
Data compliance is driven by a range of factors that affect most business with financial, health, consumer protection and for remote or online transactions.
Call recording is required under a range of circumstances including:
- Contract fulfilment
- To fulfill a legal requirement
- To protect one or more participants
- In the public interest or needed for the exercise of official authority
- For a legitimate benefit to the recorder unless the interests of the call participants override that benefit.
Audio Redaction of sensitive spoken data
Audio Redaction deletes any sensitive spoken data from call recordings. Upon playback of a call, Insights masks the audio file across the call segment where PCI redaction occurred. Since the audio has been permanently scrubbed, Insights skips this time segment and jumps to the next segment.
Insights uses two methods of audio redaction:
Via AI Automatic recognition
Using this method of PCI redaction, Insights AI speech recognition engine monitors your conversations in real-time.
Insights will recognise and permanently redact sensitive data in the conversation such as credit card numbers. This method offers enterprises an effortless path to PCI DSS compliance. Not only is it reliable, it’s flexible. Our analytics engine can be trained to redact only numbers with certain prefixes, or to redact any consecutive string of numbers. Our AI can be tweaked to suit your needs down to incredibly precise specifications.
Via API Call
Some credit card systems require a different method of enabling PCI compliance on recorded calls.
For instance, these systems may require redaction while an agent is actively viewing the input fields that hold credit card data. In such an instance, an API can connect the agent’s system to Insights redaction functions. For these users, we’ve developed the Insights Desktop Client which runs that API call on every extension that needs PCI compliance. We even provide a script that allows easy deployment of this capability across all those extensions at once. PCI redaction can either be triggered automatically in what we call silent mode, or manually by the agent as needed
Transcription Hashing
Transcription Hashing removes financial and sensitive customer data inside your Insights Speech-to-Text transcriptions, replacing the sensitive text with hash marks, signifying that PCI data has been removed.
Screen Capture Redaction
Screen Capture Redaction masks financial data detected inside of Insights screenshots. During playback, Insights automatically redacts any screens that are associated with PCI data, skips that segment of the call and resumes synchronously with the call audio.
Cloud Encryption
Cloud Encryption conceals the data on the Insights Call Network with 256-bit AES rotating encryption.
Being a MS Gold Partner for Communications means something!
Its means that Commschoice has been certified by Microsoft for our MS Teams Calling products and our ability to deploy them.
So choosing Commschoice is choosing a Microsoft Teams Partner you can trust.
