9 in 10 businesses using Microsoft Teams

A new study has revealed that 98 per cent of UK businesses are using at least one team collaboration tool. Microsoft Teams is by far the most popular, with 90 per cent of UK businesses currently using it.

The study, commissioned by Enghouse Interactive and conducted by ContactBabel, also showed that half of survey respondents using Microsoft Teams do so not only for communication within their internal team, but also for customer-facing contact, whether for voice, chat, video, messaging or a mixture of these. This indicates the platform and the contact centre environment are now integrated in many organisations.

Jeremy Payne, group VP for marketing and alliances, Enghouse Interactive, said, “As businesses prepare for a hybrid working model in the future, with many agents continuing to work from home, having a collaborative platform like Microsoft Teams will be key not just in connecting with end-customers but also in communicating internally with an extended team. The survey results demonstrate the importance for customer-facing businesses to have these kinds of collaborative tools in place.”

According to respondents, the main driver for integrating contact centre functionality with Microsoft Teams was to improve communication or collaboration within the contact centre team. 91 per cent of the survey sample saw this as important. In addition, 88 per cent see the ability to enable long-term remote working as an important driver.