Introduction At Lambert Consulting, we help companies integrate contact centers with Microsoft Teams, to optimize communications and the customer experience. Microsoft's recent announcement of the Unify model marks a key milestone, offering a new, more immersive and powerful approach to integration. Unify is the successor to a long-standing theoretical concept known [...].
Microsoft's Direct Routing Teams continues to evolve to offer enhanced functionality and greater reliability to users. Here are the main recent updates: Updated Network Efficiency Ratio (NER) calculation As of November 11, 2024, Microsoft has adjusted the NER calculation formula to offer a more accurate and [...]
As part of Microsoft's efforts to reduce the number of tools that do similar things in Office 365, Microsoft Teams is now on par with Skype for Business. This is indeed an important step, as it means that organizations can now move to the new platform without having to sacrifice [...]
Digital transformation is an imperative for all businesses. We help companies develop their digital plans across different business areas. As digital transformation consultants, we create change that matters and transform businesses by combining technology with our industry expertise. Digital transformation to stay relevant and competitive The [...]
Please find the official announcement here - including an explanation of the availability zones. Microsoft has made a huge investment in Switzerland and added new, physically separate data centres in the greater Zurich area. To protect against the failure of a single data centre, the new locations/zones provide an independent infrastructure [...]
With the increasing popularity of the hybrid workspace and the growth of Microsoft Teams, many organizations are looking for quick and efficient ways to connect their Microsoft deployment Teams to the PSTN (telephone carrier) to enable external telephone communication. For example, they may want their employees to be able to add a participant to a meeting [...]
Azure Communication Services is increasingly used by companies in various industries to add voice, video, chat and SMS to their applications, meeting business needs and improving the customer experience. Laerdal Medical is using the platform to broadcast video calls during their training sessions to [...]
While Microsoft Teams phone devices offer the richest and most complete Teams experience, Microsoft understands that there are many customers who have already invested in IP Phone devices. To help customers leverage their existing telephony hardware when moving to Teams Phone System , Microsoft is now making [...]
Big news in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space. At the recent Ignite event, Microsoft announced the release of "Voice Channel for Dynamics 365 Customer Service". This means that "Dynamics 365 Customer Service expands to become the all-in-one digital contact centre solution [...].
With the rise of virtual meetings and hybrid work becoming the new norm, the quality of call and meeting experiences on Teams becomes even more important. Micosoft is committed to continuously improving the audio and video quality of Teams, through user features and settings, codecs and AI to ensure that the quality of the call and meeting experience is as [...]