Blog Infinitel Partners with Mida and Ribbon to Launch Call Centre and Recording Solution for Microsoft Teams

Microsoft Teams is the fastest growing application in the company’s history.  Teams now has 13 million active daily users, and 19 million weekly active users. Microsoft has also revealed that Teams is now in use by 91 of the Fortune 100 companies.

More and more organisations are leveraging their investment in Office 365 and replacing their on-premise phone system with Microsoft Teams Phone System. Infinitel is now adding call centre capabilities to Teams with Mida LiteCallCenter (LCC). 

Paired with Direct Routing using Ribbon Microsoft Teams certified Session Border Controllers (SBCs), LCC connects the Microsoft Phone System and Teams clients to advanced calling features:

• Completely customizable call queueing and call taking modules with editable working hours, audio messages, smart call distribution, holidays and more.
• Compliance recording system perfect to ensure regulation compliancy, with call-matching, call-probing and call scenario reconstruction.
• Web-based operator console with consult transfer, call parking and call camping.
• Real-time and statistic reports designed to be viewed even on wallboard.

LCC provides full management of call queues and distribution algorithms to the available agents and is complemented with an advanced Operator Console and Supervisor Console, that provides a performance view into the call centre activity and the possibility to manage agents and queues dynamically.

Administration of LCC is performed through an intuitive and web-based interface, without any need to install dedicated clients. Agents can receive incoming calls either using standard IP phones or using Mida Operator Console, a web-console providing basic (answer, hold/resume, transfer) and advanced (park, camp, consult transfer) call handling functions. On top of this, a dedicated Supervisor Console allows Call Centre managers to get a complete, real-time view of the on-going activities and act upon queues and agents. 

LCC can scale up to hundreds of agents’ positions and includes all the functionality required to efficiently handle large traffic volumes.

When coupled with a Microsoft Teams Certified Ribbon virtualised SBC, Mida LCC offers a Teams call centre solution that is deployed entirely in the cloud. As shown in the picture below:

Our experienced team of industry professionals are ready to help you take full advantage of Microsoft Teams with phone system capabilities. Please call us on 0333 996 0029 or contact us online to begin your journey towards enhancing your organisation’s communication and productivity.