At CloudInteract, we believe that exceptional customer service shouldn’t be complicated. It should be seamless: for your customers, your agents, and your IT team. That’s why I’m excited to share how we’re bringing Amazon Connect and Microsoft Teams together in a way that removes barriers, simplifies interactions, and empowers your team to deliver their best.
In this blog, I’ll walk you through how our Microsoft Teams integration for Amazon Connect transforms your contact centre strategy; without the usual headaches, hidden costs, or complex setups.
Tom Morgan | Platform Architect
Why Settle for Less? Level Up Your Contact Centre with:
- No Extra Licensing Required
Customer service should enhance your brand, not drain your budget. Our integration means your agents can seamlessly transfer PSTN calls from Amazon Connect directly to Microsoft Teams - without needing a Teams Phone licence for every user.
- Calls are routed through our secure bridging service, arriving directly in Teams.
- Your agents can reach anyone in your organisation quickly and easily.
- Swarm Chat – Expert Support in Real Time
Your best problem-solvers shouldn’t be locked behind tech barriers. With Swarm Chat, agents can pull in the right experts instantly, right in the middle of a call.
- Start a secure, multi-party chat in Teams - no delays, no confusion.
- Solve complex issues by bringing everyone who matters into the conversation.
- Secure, compliant, and fully tracked inside Teams.
The result? Faster issue resolution, more satisfied customers.
- Presence-Aware Transfer – Smart Connections, Every Time
Nothing frustrates a customer more than being passed to someone who isn’t available. Our integration solves this by showing agents the live Teams status of every contact.
- See who’s available in real-time before transferring a call.
- Make smart, fast transfers without leaving customers in limbo.
How It Works - Simplicity on the Surface, Seamlessness Behind the Scenes
Our integration is designed to be intuitive for agents and robust for IT.
- Customer calls via PSTN, routed to Amazon Connect.
- Agents answer through Amazon Connect’s CCP, embedded in our custom portal.
- Need expert help? Agents launch Swarm Chat in Teams with a single click.
- Seamless escalation: Calls are securely routed to Teams without complex setups.
- Smart transfers: Agents see Teams user availability, making intelligent handoffs.
The Benefits at a Glance:
- No extra Teams Phone licenses.
- No cross-platform confusion for agents or IT.
- Secure, compliant, and fully trackable interactions.
Ready to Experience Seamless Customer Service?
If you’re ready to see how our integration can transform your customer service, let’s talk.
At CloudInteract, we don’t just talk about better customer experiences - we build them, one seamless journey at a time.