Buzzeasy underlines its credibility with Microsoft contact centre certification

For many organisations, Microsoft Teams has become essential to the way they communicate, collaborate, and do business.

Buzzeasy Microsoft contact centre certification

For many organisations, Microsoft Teams has become essential to the way they communicate, collaborate, and do business. Indeed, at the start of 2022 it was proclaimed that the UC platform has 270 million monthly active users – that figure is due to be updated soon and it will be a surprise if it does not surpass 300 million by some distance.

While Microsoft Teams is extremely versatile, it can’t do it all. Contact centre solutions provide an overlay that allows organisations to take full control of their telephony services, manage both inbound and outbound calls effectively and optimise the use of their human resources and call plans.

This is why, for the provider of omni-channel contact centre solution Buzzeasy, the launch of its Teams-native version of the software was a major milestone. That’s been really well received and it’s fast becoming the most popular version of Buzzeasy. But for some partners and customers, one crucial piece of the jigsaw was still missing, as Viktor Gajodi, CEO of Buzzeasy, explained.

“When they are looking for a contact centre solution, customers will try to cover every aspect of its functionality, and they especially want to know about the security of the application. That’s really important to them.”

Making the commitment

While Buzzeasy is designed from the ground-up to be secure, for organisations that are standardised on Teams, knowing their cloud-based contact centre is fully tested to interoperate and meet the standards of security set by Microsoft itself, is a huge plus. This is why, soon after it first announced the Teams-compatible edition, Buzzeasy committed to Microsoft’s formal contact centre certification process. It’s now completed that work and joined the handful of companies on Microsoft’s official certified list.

The program involves a rigorous set of checks that help to ensure that third party software seamlessly integrates with Teams. It tests the way that the application is constructed and how it interfaces with Teams to ensure both reliable and secure operations. It also looks at how the contact centre solution protects data and privacy and ensures compliance with important regulatory frameworks, such as GDPR.

It was an extremely rigorous process, said Gajodi. “We had to provide a detailed description of our solution architecture and all its components. Microsoft applies over 130 controls to the testing and for each of those we had to provide evidence that we met all the requirements.”

The controls applied included penetration testing of the Buzzeasy environment and other technical checks for potential vulnerabilities. Microsoft also asked for details about the development and operational processes, the specifics of how the application is delivered in the cloud, and how that environment is kept up to date and protected. It also included a full assessment of Buzzeasy’s own security policies and procedures.

Positive changes

It was not easy by any means, and some changes had to be made – but all for the better, said Gajodi. “There were quite a few doors to pass through and several iterations in the process. We needed to adapt some of our controls and even had to make some small changes in the product itself to comply with everything and meet the security requirements. It’s been a good exercise, as it helped us to identify areas where we could improve Buzzeasy even more, and that’s also good for partners and for customers.’

Now, as a fully certified contact centre for Microsoft Teams, Buzzeasy is even more appealing to partners and organisations that want to offer and make use of a contact centre solution that will help them get the very best out of Teams and their agents.

“It shows that we are working to the highest standards and that we can meet those demanding requirements”, said Gajodi. “That our partners and customers can depend on Buzzeasy to deliver seamless, omni-channel integration with Teams and the higher level of productivity that results from that. It also shows that Buzzeasy is secure and reliable. It gives us real credibility and for a cloud application, that’s essential.”

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