Thrio, Inc., maker of award-winning cloud contact center software, announced its integration with Microsoft Teams. With Thrio, Teams users get customized views as well as built-in call controls and media handling for chat, email, and SMS.
“With the global growth of Microsoft Teams for collaboration, document management, chat, presence, and voice & video conferencing, an integration with Thrio is a natural fit,” said Lance Fried, Chief Marketing Officer. “Thrio’s Microsoft Teams client complements our Microsoft Dynamics integration as well. For enterprises of all sizes, Thrio’s seamless integration with Dynamics and Teams offers an improved agent experience and a more efficient workforce.”
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With the global growth of Microsoft Teams for collaboration, document management, chat, presence, and voice & video conferencing, an integration with Thrio is a natural fit.
With this tight integration between Thrio and Teams, enterprises can enjoy:
- Presence and Status Management: When Thrio and Teams work together, it is easy for ACD agents to transfer calls to UC agents by simply glancing at their availability on screen.
- One Click Login: With SSO (single sign-on), users can log into Thrio with a single click from within Teams. This saves time and effort for agents and offers administrators a simpler and more secure management experience.
- Voice Integration: Today, enterprises using Thrio’s Teams client can have their agents connect via Thrio’s WebRTC client.
- Third Party Call Control: Thrio’s Teams client enables third-party call control of Thrio’s main client. This allows agents inside Teams to make and take calls, transfer, and set dispositions after a call. All of those interactions are reflected simultaneously inside Thrio. Thrio’s Teams client enables voice, SMS and chat interactions.
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Key Functionality :
Thrio’s integration with Dynamics CRM supports useful contact center functions including:
- Single Sign-On (SSO) between Microsoft & Thrio
- SLA Wallboard Display
- Coordinated Screen Pops (Dynamics CRM Screen Population)
- Predictive and Progressive Dialing with Lead Preview
- Thrio Omnichannel Capability (Email, Chat, SMS)
- Bi-Directional Dispositioning
- Presence Management
- Comprehensive Reporting and Real Time Dashboards
- Support for Custom Objects in Dynamics CRM
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