How Teams gives contact center managers superior control over customer experiences

More businesses are waking up to the realization that a Teams Contact Center can provide considerable advantages over inflexible and costly ‘traditional’ call center or contact center subscriptions. No longer limited by the prescriptive subscription packages of legacy Contact Center as a Service (CCaaS) providers, organizations are now free to use a more nimble and adaptable contact center - one built on top of the firm foundation of Microsoft Teams.

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How to monetize Microsoft Teams as a reseller

Microsoft Partners have immense value for businesses that want to extract the greatest advantage from Microsoft 365. Partner resellers are a guiding light for business; they understand the needs of each company and lead them through a tangle of complex technologies - eventually giving them a complete system that fits their business needs. And, of course, with Microsoft 365, this also means room for future growth too.

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Generate more value from Teams as a Copilot AI-supported omnichannel Contact Center

Of all the major shifts affecting the dynamic between businesses and their customers in recent years, perhaps the most significant is the move towards ‘omnichannel’ contact. This has only accelerated when hybrid and remote working became the norm.
Your business can support omnichannel contact and generate entirely new value sources by using ROGER365.io alongside Microsoft Copilot to unlock the hidden potential of Microsoft Teams as an AI-powered omnichannel contact center.

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How to gain the efficiency of AI in contact centers in a secure way

There’s a lot of excitement today about the potential of AI, and great interest in using it to make all kinds of business processes more efficient. By enabling interaction using natural language, language models like ChatGPT have given the general public a tantalizing taste of the possibilities. The promise of better customer experiences and more cost-effective contact is too good to ignore. But how can you manage this securely?

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Enhancing Contact Centers with AI

I asked ChatGPT to write an article about this subject, examining the benefits and challenges of using AI in the context of a Teams Contact Center. To be honest, I am really impressed by the result and couldn't agree more with it.

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Why extend-model CCaaS Contact Centers are better for growing businesses

Every business needs to maintain good contact with its customers. A Contact Center as a Service (CCaaS) provider helps companies fulfill this need. CCaaS solutions consist of various software tools that businesses can use to support various kinds of customer contact, via voice calls, SMS, webchats, and social messaging. But, as we’ll see, not all CCaaS solutions are created equal - and some are much better for growing businesses.

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Generate more value and cut costs with the Attendant Console for Teams Contact Center

It’s a fact: front desk attendants and receptionists have a tough job. Calls must be answered fast, they need to keep a constant eye on multiple calls at a time, and, to direct their calls effectively, they need all the right information.
As the face and voice of your company, the pressure is significant. In this blog we are looking at how businesses can reduce time spent on manual tasks with automations, customizations, and other tools – all accessed directly within Teams.

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ROGER365.io announces new Hybrid Queues for unified voice and social messaging in Teams Contact Centers

4 September 2023, The Netherlands – ROGER365.io announces Hybrid Queues for their Contact Center for Teams solution. With this feature, contact center staff can provide the same high level of support to all channels equally, by handling them with a single queue that’s connected to all their business resources. ROGER365.io helps companies to offer the highest level of customer service with a native Teams Contact Center that’s fully integrated with their business.

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How to use AI and automated self-service to drive efficiencies

Companies have embraced Microsoft Teams as a secure hub for all their business activities. It has all the tools they need, including file sharing, to-do lists, dashboards, email, chat, calling, meetings, and much more. However, despite everything it can do, Teams was never designed as a contact center solution. Make your Contact Center an integral part of Teams, while optimizing your business processes and generating cost savings. Read our blog for tips on how to integrate AI and automations to improve your customer service and make your Contact Center more efficient.

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How can you empower receptionists in a Microsoft Teams Contact Center?

There’s a big difference you can make to the customer’s experience when their call is answered. Will they be greeted by a human being, or an automated menu? Today, most businesses opt for an automated system that helps to guide customers through a range of options. However, many businesses prefer to greet their customers with a human voice from the very beginning. If this is the right option for you, how do you manage this role effectively?

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How can you empower receptionists in a Microsoft Teams Contact Center?

There’s a big difference you can make to the customer’s experience when their call is answered. Will they be greeted by a human being, or an automated menu? Today, most businesses opt for an automated system that helps to guide customers through a range of options. However, many businesses prefer to greet their customers with a human voice from the very beginning. If this is the right option for you, how do you manage this role effectively?

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ROGER365.io announces new dedicated Attendant Console for Teams Contact Centers

ROGER365.io, a leading Microsoft Certified Contact Center as a Solution (CCaaS) provider, announces the release of a new Attendant Console for their Contact Center for Teams solution. With this dedicated interface, receptionists are empowered to take the most appropriate actions, with a clear overview.

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What are the 4 elements of a Contact Center?

Every business has customers. In some cases, you’ll want to reach out to them; in others they want to contact you with a question or issue that needs to be resolved. Sounds simple enough, and for decades businesses have relied on call centers to cater for this need. However, in our modern channel-agnostic era, omnichannel contact centers have emerged as the ideal solution for meeting this need.
To serve the growing needs of their customers, a contact center must now perform many different functions and handle a variety of processes. Some of these will be quite complex.

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What is the difference between a call center and a contact center?

Does your company have a call center, or a contact center? If you were reading this 15 years ago, you could be forgiven for thinking these were synonymous – but today the gulf between call centers and contact centers has widened significantly.
Although the two terms are sometimes used interchangeably, these are two very different setups – and one has a much greater value for business.
So, what’s the difference between a call center and a contact center?

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ROGER365.io and Oak Innovation join forces to deliver unique Teams-native Contact Center solution with integrated compliant Call Recording

ROGER365.io, a leading Contact Center as a Service (CCaaS) provider, proudly announces it has achieved Microsoft Certification as a Teams connected Contact Center solution. This marks a massive milestone for ROGER365.io in its journey, and the company is proud to demonstrate its ongoing commitment to the highest possible standards.

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What are the 3 most critical integrations for Teams?

Time to face reality: we live in a hybrid working world where the customer wants to contact you through a variety of different channels. Microsoft Teams has emerged as a leader in connecting businesses, and has become the stable foundation for several Contact Center solutions. Businesses are faced with a choice of Teams integrations that can add the capabilities they need. But which are the most vital? In this article we explore the 3 most valuable integrations for Teams, and see how they affect business operations.

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Press release: ROGER365.io is officially certified as a Microsoft Teams connected Contact Center solution

ROGER365.io, a leading Contact Center as a Service (CCaaS) provider, proudly announces it has achieved Microsoft Certification as a Teams connected Contact Center solution. This marks a massive milestone for ROGER365.io in its journey, and the company is proud to demonstrate its ongoing commitment to the highest possible standards.

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How to use microsoft teams

People often want to know how they can use Team Calling in the best way for their business. Teams Calling is the voice telephony service that can be activated within Microsoft Teams as an additional subscription. In many cases, companies already have this feature included with their existing Microsoft 365 subscription, but simply haven’t activated it yet.

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Contact Center Integration Models: Extend, Connect and Power

There are numerous third-party solutions available for this including those provided by certified partners like ROGER365.io. Third-party solutions like these can greatly increase the capabilities of Microsoft Teams by integrating with numerous enterprise applications and enabling automations that boost efficiency. There are three different approaches to giving Teams the skills it needs to serve your customer’s needs, and these are called the Extend, Connect, and Power models. 

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Making phone calls from microsoft teams

Microsoft Teams can be used to make phone calls, and a variety of other communications. As a result, the platform has become an indispensable tool for businesses. It facilitates easy video calls and messages, which are all exchanged within the secure Microsoft framework. However, many businesses are still only using a fraction of Team’s capabilities.

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