How to get the most from Microsoft Teams

Posted: 9 February 2021

Microsoft Teams has become an integral communication platform for many businesses, particularly at the onset of COVID-19. In November 2019, Teams announced that they had 20 million active users. This figure reached 44 million by March 2020 and skyrocketed to 75 million by April.   

ipSCAPE is helping businesses to get the most from Microsoft Teams by enabling remote working with additional features to power call centre capabilities. ipSCAPE has created a voice solution for Teams through direct routing, bringing enterprise-grade voice quality to create a complete phone and customer experience solution.  Allow ipSCAPE and Teams to power the collaborative contact centre behind your business. 

While Teams alone allows internal chat functionality with staff and co-workers, ipSCAPE direct routing enables employees to make and receive external calls. ipSCAPE together with Microsoft Teams provides a complete communication solution for your business.  

Feature  Microsoft Teams  ipSCAPE and Microsoft Teams 
Internal chat functionality  X X
Video conferencing  X X
File sharing and editing  X X
Screen sharing  X
Real-time collaboration   X X
Document storage  X
Microsoft 365 integrations  
Immersive Reader  X X
Online Meetings    X X
‘Presence’ of availability  X X
External Call Functionality  X X
Multi-channel Experience     X
Skills Based Routing    X
Call Recording    X
IVR    X
Virtual Agent Voice    X
Maintain Position in Queue      X
Enterprise-grade call quality         X

Outbound Dialler – auto-preview, progressive or predictive 


CRM and ERP Integration    X
Callflow Scheduling   X
1800 and 1300 Autofailover    X
Agent and Queue Management    X


ipSCAPE can help you get the most from Microsoft Teams to: 

  • Improve First Call Resolution: Enable seamless communication between head office and call centre staff, ensuring customer queries are handled by the most suitable person to answer the query.  
  • Gain remote access to your work phone: make and receive internal and external phone calls using enterprise-grade voice quality through secure infrastructure.   
  • Access call centre capabilities: complete access to all ipSCAPE call centre functionalities including outbound dialler and virtual agent voice.  

ipSCAPE is a cloud customer experience technology that powers the communication for contact centres, sales and customer support. ipSCAPE is a feature-rich, scalable, multichannel solution that offers advanced integration capabilities. Want to learn more? Contact Us 1300 477 227