Microsoft Teams Insider

CTO of LabourNet on Microsoft Teams Phone and Contact Centre with a Dispersed National Workforce

Mike Love, CTO at LabourNet, is joined by Janet Souter-Dantu, Co-founder at ScopServ Integrated Services (Pty) Ltd, and Vanesia Raborethe, Head of Sales at ScopServ Integrated Services (Pty) Ltd, to discuss LabourNet's move to a Microsoft Teams-based contact centre with Landis.LabourNet, established in 1996, is a large labour law consulting firm with a national footprint in South Africa.• Why LabourNet standardised on Microsoft Teams as a single communications platform to support time-critical, high-importance client interactions• How Landis Contact Centre queues, presence-based routing, and reporting improved visibility and support availability-based call distribution across a geographically dispersed workforce• Lessons learned on adoption, process change, and why senior leaders tested the customer experience daily to drive improvements• What's next, including better use of contact centre data and a cautious, data-first approach to AI augmentation for agentsThanks to Landis, this episode's sponsor, for their continued support of Empowering.Cloud