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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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.
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.
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.
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.
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?
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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The best Teams-based CCaaS providers: An overview
Many companies choose a Microsoft Teams-based CCaaS solution, as this helps consolidate their technology stack within a familiar and secure platform. There’s no shortage of Teams-based options to choose from, but as they all offer slightly different scope and scale of service, there is no single answer that matches every growing business. Achieving value for money should certainly be a factor, but what criteria can you use to determine this?
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Taking your Customer Communication to the next level with the right Call Center solution
If you’re thinking about setting up a dedicated Call Center solution for your company, you may find the array of possibilities overwhelming. Companies in this position are generally growing fast. You’re looking for a Call Center solution because you need the additional capabilities to deal with queries, but can’t yet justify the investment for a corporate-grade solution.
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The Best Microsoft Solutions for Medium Sized Contact Centers
As businesses grow, so do their needs. Serving more customers naturally entails a higher customer service burden. And, as customer service teams grow in complexity, so does the need for more complex and capable contact or call center solutions. What is the right Contact Center Solution for your business size?
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Why adding WhatsApp to your Contact Center is crucial for meeting customer expectations
Customer service requires offering the most convenient way for customers to get in touch and resolve queries. For decades, voice telephony and email have held prime positions, but today people are communicating more with digital tools like WhatsApp. Why? Because customers love it: WhatsApp is fast, easy, and accessible. The free messaging app has over 2 billion worldwide users, and this is still growing.
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