Cisco Webex Contact Centre Integrated to Microsoft Teams

This video takes a quick look at the Cisco Webex Contact Centre Agent client embedded into Microsoft Teams. This approach suits companies looking to drive more work loads through Microsoft Teams and allows an organisation to standardise on Microsoft Teams for dial tone and leverage what is arguably the worlds best contact centre #ciscowebexcontactcentre for voice, email, chat, sms and social media.
Having said that, the Cisco Suite integrates into all aspects of a Microsoft environment to provide a single source for calling, messaging, meetings and contact centre. This covers; Azure Directory Integration, Exchange Calendar Service, EMC Integration[OneDrive/SharePoint co Editing] Webex Teams Messaging in MS Office docs, Outlook Add-in for Webex Meetings, Outlook/Webex Teams presence & click to call, Webex Teams Embedded 0365 Apps[Planner, PowerApps PowerAutomate], Webex Meeting App for MS Teams, Webex Calling App for Teams, Cloud Video Interop for MS Teams Meetings, MSTeams Guest Meeting join from Cisco Devices.
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Table of Contents:
00:00 - Introduction
00:36 - Incoming call details presented to agent
00:42 - Microsoft Teams client pops a second later
00:56 - Easily placs calls on Hold from within the Teams Channel
01:02 - Consult / Transfer from teh Teams Channel
01:16 - Pause & Resume Call Recording from the Teams Channel

[@MatthewEMarsh]

Can you see MS Teams non-ACD users presence awareness (from MS Teams) as a Webex CC agent? This way an agent knows if a subject matter expert (on MS Teams) is available or not before they try to transfer or consult a call with them.

[@CTISolutions]

HI Matthew, because the webex agent desktop is within teams, you have all the features of MS Teams available.

[@brucemunro9555]

Nice work CTI team!

[@tt4013]

Hello how do we order? I have reached out to Cisco but apparently this solution is not currently available. We need it for our customers. cause we've been getting a lot of Microsoft Teams contact center requests. Please share your contact details.