Miralix for Microsoft Teams:
Calling and contact centre functionality in the Teams platform

If you would like to add extra functionality to your Miralix Contact Centre solution, you can integrate it with Microsoft Teams.

Teams makes it possible to collaborate efficiently across locations. The platform unifies Microsoft’s popular tools and enables you to collaborate on documents in real-time, share files, chat, hold video meetings and make calls.

By integrating Miralix contact center with Teams, you can handle customer calls directly in the Teams platform and enjoy all the popular contact center features our solution offers – e.g. unified presence for colleagues.

The integration enables you to make the most of Microsoft Teams calling. It is the ideal combination, whether you are already using Teams or considering doing so.

When you integrate Miralix contact center with Microsoft Teams, you get a cloud-based solution that is flexible and accessible wherever you go, thus enabling you and your employees to collaborate from anywhere in the world.

Miralix contact center for Microsoft Teams is delivered via direct routing.

In addition to Microsoft Teams’ standard features, the integrated Miralix solutions enables you to:

• see your colleagues’ availability via unified presence.
• participate in hunt groups no matter where you work from.
• transfer calls to the person the customer spoke to last.
• take a message and send it to a colleague via a predefined text or email template.
• provide customers with important information before they speak to an employee.
• give your customers the option of a call back if there is a queue when they call.
• get an overview of your department’s performance, including service level, number of customers in the queue and unanswered calls.
• see in-depth statistics that can help you make critical decisions.
• integrate with popular ERP and CRM systems, and, for example, perform automatic actions when a call is received.