Phone Integration Problems with MS Teams

MS Teams + telephony integration should be a bridge into the future… but it often turns into a dead end.

Here’s why:

Traditionally, sales and back-office people communicate via a plastic phone or a softphone on the desktop.

But due to the pandemic, MS Teams has replaced a lot of that functionality.

MS Teams works great because you can:
– do video calls
– see when your teammates are in meetings
– invite them to join a call

But it has some limitations too, such as lack of contact center functions.

Some businesses quickly finds ways to integrate MS Teams with telephony *but* it just ends up acting like a plastic phone with no way to connect everything else.

For example:

After the integration, you might want to look up data in the CRM to check if a customer tried to cancel their account.

That should be possible given the sophistication of MS Teams.

But you realize that you can’t do it because it’s a pure telephony integration that doesn’t serve your other needs.