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MICROSOFT TEAMS

INTERACTIVE EBOOK

Microsoft Teams is a collaboration and video conferencing solution designed to help people communicate in their preferred method. This solution allows users to communicate via text chat, voice or video call and also benefits from synergies with various other Microsoft 365 services, such as OneDrive and PowerPoint – making file-sharing easy and intuitive. Microsoft Teams offers a robust in-meeting experience, providing users with a variety of tools like custom and blurred background, screen sharing, different viewing modes, breakout rooms and text chat.

CallTower delivers an integrated Office 365. Microsoft Teams experience with global calling plans empowered by client services team, ensuring a personalized implementation, adoption, training and support strategy. CallTower has been voice enabling Microsoft solutions for years. As a Microsoft Gold Partner providing cloud voice solutions, our monitoring and management services ensure the highest quality user experience. Globally, CallTower is one of few organizations certified to provide voice with Microsoft Teams.

ROI OF 

MICROSOFT TEAMS

1. USER EXPERIENCE (UX)

Teams is designed to simplify group work with easy-to-use channels for group chats. Multiple channels can be set up in a click or two, conversations are in threads to make them easier to follow, and notifications can be set to pop up onscreen. It only takes a single click to launch a voice or video call. Teams is designed with a simple and intuitive user interface, making it easy to learn and use so your employees can concentrate on performing their jobs more effectively.

3. UPDATES

Like most of Microsoft’s latest technology, Teams is an evolving solution constantly adding more apps, better integration, and further improvement every day. These include Office 365 apps like Excel and apps from other partners. There is also a Teams app store where you can search for new apps.

2. COLLABORATION

Teams is more than a simple chat hub. The platform is integrated with Office 365, giving users easy access to Office productivity apps such as Excel and Word, as well as cloud storage and syncing solutions like SharePoint, Power BI, and Delve – bringing together different tools into an all-purpose, omnichannel collaboration hub. This will allow employees to switch seamlessly between video chat, instant messaging, email, and document collaboration.

4. MEETINGS

Teams is more than a simple chat hub. The platform is integrated with Office 365, giving users easy access to Office productivity apps such as Excel and Word, as well as cloud storage and syncing solutions like SharePoint, Power BI, and Delve – bringing together different tools into an all-purpose, omnichannel collaboration hub. This will allow employees to switch seamlessly between video chat, instant messaging, email, and document collaboration.

MICROSOFT TEAMS

DIRECT ROUTING   opens in a new window

CallTower was the first solution provider to deliver an integrated Office 365 Native Microsoft Teams experience with global calling plans, empowered by a 24/7/365 client services team and ensuring a personalized implementation, adoption, training and support strategy. As a Microsoft Gold Partner, CallTower’s monitoring and management services provide the highest quality user experience.
The Microsoft Teams Phone System powered by CallTower enables customers to bring their current voice services into the Microsoft Cloud through Direct Routing. Direct Routing ensures the ability to leverage CallTower’s preferred rates and unlocks the full potential of a Microsoft Teams Phone System. CallTower delivers key Microsoft Teams UCaaS features and functionality which are unavailable through other providers. Customers using CallTower’s Teams Direct Routing offering can also easily redirect calls to an alternate number in case of a Microsoft outage and stay connected.

INTERNATIONAL
CALLING

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FROST & SULLIVAN
WHITE PAPER

MICROSOFT TEAMS

OPERATOR CONNECT   opens in a new window

Operator Connect allows Microsoft Teams administrators to open the “Operators” tab in the Teams admin center to connect calling services, acquire phone numbers, and assign users. Operators, such as CallTower, will provide technical support and manage the voice network and infrastructure. Operators can also enable PSTN voice services in regions currently unavailable through Microsoft Calling Plans. Implementation of voice services can be online in a matter of hours.

1

LEVERAGE EXISTING CONTRACTS OR FIND A NEW OPERATOR

You keep your preferred operator and contracts or choose a new one from a selection of participating operators to meet your business needs.

2

FASTER, EASIER DEPLOYMENT You can quickly connect to your operator and assign phone numbers to users -– all from the Teams Admin Center.

3

ENHANCED SUPPORT AND RELIABILITY Operators provide technical support and shared service level agreements to improve support service, while direct peering powered by Azure creates a one-to-one network connection for enhanced reliability.

4

OPERATOR-MANAGED INFRASTRUCTURE Your operator manages the PSTN calling services and Session Border Controllers (SBCs), allowing you to save on hardware purchase and management.

MICROSOFT TEAMS

FOR GCC HIGH   opens in a new window

DoD Government Contractors are eligible for GCC High in Azure Cloud. CallTower is the only provider enabling cloud-based Teams voice in GCC High. CallTower delivers GCC High with Conferencing and PSTN via Microsoft Teams Direct Routing. This solution ensures a personalized implementation, adoption, training program and support system. As a Microsoft Gold Partner, CallTower’s monitoring and management services provide the highest quality user experience.
Now, those organizations leveraging Microsoft 365 GCC High environments can add voice and audio conferencing to their systems with Microsoft Teams Direct Routing from CallTower. Chats and team calls are now easier as users can directly communicate with others who are not a part of the same workplace. Microsoft 365 GCC High meets the unique and evolving requirements of contractors holding or processing DoD controlled unclassified information (CUI), Cybersecurity Maturity Model Certification (CMMC), or subject to International Traffic in Arms Regulations (ITAR).

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CALLTOWER’S DIRECT ROUTING GIVES VOICE TO MICROSOFT TEAMS

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FIVE9

CONTACT CENTER  opens in a new window

Five9 cloud contact center solution provides the benefits of feature-rich, on-premise systems with none of the hassles. Five9 enables your people with the tools they need to make powerful customer connections while delivering the results your business requires. With the Five9 contact center, you receive all the features and benefits you’ve come to expect from on-premise contact center infrastructure systems, with none of the complexity and long deployment times. And unlike many other cloud contact center infrastructure vendors, the Five9 VCC suite is built entirely from the ground up for the cloud.

VIRTUAL INBOUND CLOUD CONTACT CENTER

Business moves fast. So should your contact center. With the simplicity of the Five9 Virtual Inbound Cloud Contact Center (VCC), you can configure your contact center in as little as one hour. Five9 is the market leader in customer implementations with the experience you need to help transform your brittle premise infrastructure into an agile contact center with the ability to scale whenever you need it.

PREDICTIVE DIALER

The Five9 Predictive Dialer automates outbound dialing and triples the amount of time your agents spend talk-ing to real prospects and customers, instead of dialing numbers. Use the Five9 Predictive Dialer when you have a large number of leads you need to contact quickly. It runs through your call lists across multiple campaigns, detects voice mail, fax machines, and busy signals. It also avoids “Do Not Call” numbers and automatically adjusts the dialing pace according to predicted agent availability.

MICROSOFT TEAMS INTEGRATION:

The Five9 and Microsoft Teams empowers agents to leverage:

  • Company-wide presence (providing contact availability and channel preference)
  • Global address book integration/synchronization and contact groups
  • Click to Call and Click to Chat collaboration
  • Telephony integration for Five9 agents and Microsoft
  • Microsoft Teams users to place calls to each other without carrier fees
  • Authentication via Windows domain credentials passed to UC adapter

Five9 Integration with Teams

Increase first contact resolution and improve customer experience

The Five9 Integration with Teams enables Agent-Expert Consultation by connecting Five9 agents to Teams users.

Agent-Expert Consultation Features:

Agents can view a cosiladated directory with Teams subject matter experts
Teams users can be identified by department for agents to quickly find the right expert to help
“At-a-glance” directory on the agent desktop provides presence information for experts (available, busy, away, etc.)
Agents can easily click to call, conference, or transfer a call to any Teams user

Telephony Connect Features:

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Video Case Study
Calls to a company’s general number can be automatically redirected to the contact center
Five9 contact center agents can talk with back office experts who use Teams
Calls requiring contact center personnel can be directed to the correct skill groups in the contact center
Toll-free on-net calling, conferencing, and transfers
Calls coming to the company’s 1-800 number can be redirected to a specialist work group outside of the contact center
Consolidated directory of Teams users on the agent desktop to quickly

INTEGRATIONS

& ADD-ONS

Contact Center

CONTACT CENTER INTEGRATION

CallTower delivers a seamless suite of fully integrated UCaaS and CCaaS solutions that are easy to deploy, easy to use, and can support our customers’ transition to the cloud.
International Calling

INTERNATIONAL MICROSOFT TEAMS PHONE SYSTEM

International Microsoft Teams Phone System using Direct Routing provides a simple, global landline and mobile calling for Microsoft Office 365
GCC High

GCC HIGH AUDIO CONFERENCING

CallTower is the only voice provider delivering Direct Routing in GCC High to support Microsoft 365 GCC High for government contractors that work with the Department of Defense
SMS Texting

SMS TEXT FOR MICROSOFT TEAMS

Send and receive SMS from Microsoft Teams with CT TEXT. Connect instantly with your contacts in Outlook, Active Directory, SharePoint, and with your MS Teams channel members.

CALLTOWER

CONNECT

CallTower Connect simplifies the set-up and management of CallTower services like Microsoft Teams –facilitated within one easy to use online or mobile app. The provisioning application is launched by an end-user or company administrator to add or manage CallTower hosted services. The workload of administrators decreases as users gain access to a simplified panel where changes to Microsoft Teams can be made without a call to support.

LINKS

opens in a new windowFrost & Sullivan White Paper
opens PDF file opens in a new windowOperator Connect vs Direct Routing – Demystifying Teams Voice
opens in a new windowAllen Press Case Study
opens in a new windowGCC High Case Study
opens in a new windowTeams Price Comparison Guide
opens in a new window5 Mistakes to Avoid when Using Teams
opens in a new windowWhy Teams with CallTower the Best Choice
opens in a new windowCT Microsoft Teams Implementation Guide
opens in a new windowPING Golf Case Study

opens in a new windowCT Cloud Podcast – Teams
opens in a new windowUC Today Podcast – Teams
opens in a new windowCT Cloud Podcast – Direct Routing Design
opens in a new windowCT Cloud Podcast – GCC High
opens in a new windowCT Cloud Podcast – 365 Licensing
opens in a new windowCT Cloud Podcast – Operator Connect

Table of Contents:

Direct
Routing

Operator
Connect

GCC
High

Contact Center

Integrations & Add-Ons

CallTower
Connect

Relevant
Links