West's Unified Communications Services has achieved full native integration of a cloud contact centre platform into Microsoft Skype for Business and Microsoft Teams. It claims to be the first Microsoft Gold Communications Global Partner to achieve this.
The integration between Skype for Business and Teams and West's Cloud Contact Pro completes West's portfolio of services aligned to Microsoft's Practical Guidance for Cloud Voice, to help businesses extend the value of their Office 365 phone system migration.
West customers can now move their telephony environment, including the contact centre, to the cloud.
Charlie Doubek, West's Unified Communications Services Vice President, Product and Engineering - Global Services, commented: "Skype for Business and Teams is beginning to generate serious momentum in the enterprise, but until now it has not been able to offer users a contact centre solution in the cloud.
"This integration with West Cloud Contact Pro means Office 365 is now supported with the multichannel routing, monitoring and reporting functionality that is mission-critical for modern contact centres.
"As customers continue to demand pure cloud solutions, this integration is an important strategic step for us."
Enda Kenneally, Vice President Sales & Business Development UKI at West, added: "Until now, users have struggled with the complexity and cost involved in having a separate infrastructure for their telephony and contact centre operation.
"This integration brings our contact centre platform within easy reach of Skype for Business and Teams, offering a smooth migration between each stage to significantly improve the customer experience and provide businesses with a competitive edge."