Telephony · Microsoft 365
Recruiters who call all day and already lived in Teams. Telephony in Microsoft Teams with queues, auto attendant and a CRM integration.
This project is anonymised: the approach and scale are representative, we do not name the client.
Recruiters constantly switched between a separate phone, Teams and the CRM. On an incoming call they did not know who was calling and notes were forgotten afterwards. The agency wanted one workplace where calling is simply part of it.
Microsoft Teams Phone with fixed numbers via an operator connection, porting of the main number, an auto attendant with call menu, two queues (candidates and clients) with availability visible in Teams, and a CRM integration: on an incoming call the customer or candidate record opens, with click-to-call and automatic call logging. Reporting on availability per team.
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