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Yes. To connect telephony with Teams, you need Microsoft 365 Phone System or Microsoft Teams Phone Standard, which enables calling capabilities required by certified contact centre solutions.
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Yes. Modern cloud platforms like 8x8 provide global PSTN connectivity, routing, recording and analytics—removing the need for on-premise hardware such as SBCs, servers or legacy PBXs.
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Most enterprise contact centres—8x8 included—integrate with major CRMs like Salesforce, Dynamics 365, Zendesk and ServiceNow, helping agents access customer data in real time.
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Voice, email, chat, SMS, messaging apps, and social media can all be handled from one platform, giving customers more choice and improving service consistency.
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It uses Microsoft’s certified Connect Model, meaning Teams presence, chat and internal calling are synced natively, while customer interactions run on 8x8’s global voice and omnichannel platform.
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Customer calls route through 8x8’s PSTN and contact centre platform, not through Teams. Teams is used for internal collaboration, not for handling external customer calls.
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8x8 supports voice, chat, email and social channels in one workspace, allowing agents to manage all interactions without leaving the 8x8 application.
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No. The solution does not currently include customer-facing video interactions. It focuses on voice and digital channels while using Teams for internal communication.
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The platform includes sentiment analysis, speech analytics, intelligent assistants and automated quality management, helping monitor performance and improve service quality.
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Yes. Agents can see real-time Teams presence, start two-way Teams chats and make free on-net internal calls to experts without disrupting the customer interaction.
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