Microsoft Teams Calling Agent
Your agents can now represent your business in the best possible way. With the Microsoft Teams app, they have a 360-degree customer view, realtime insight into the queue, waiting time, answered versus abandoned calls, wrap-up time, and much more information, right at their fingertips.
Integrate Social Messaging
Integrate your incoming Social Messages (like WhatsApp, live chat, or other) within the same queue as Voice so that everything is in one interface for agents, all embedded within Microsoft Teams.
The Attendant Console interface makes transferring incoming calls to colleagues quick work. It provides receptionists or attendants with real-time insights in the Teams status and Outlook Calendar of their colleagues. So when unavailable, the attendant can easily send a callback request. With CRM integration, the callers name and company is displayed making handling calls super easy.
With the supervisor Teams app, supervisors can help train and motivate call center representatives as they answer questions, handle complaints, and provide excellent client support. The ROGER365.io supervisor Teams app includes the possibility to monitor the live queue and call center statistics. When necessary, supervisors can join the call or use the whisper functionality to help the agents discretely.
The key to improving your business is in understanding how the organization is performing. You can get the required insights and make “data driven decisions” with the ROGER365.io Contact Center Reporting Module. With the Reporting Module, you can view historical data based on queue summaries/details and use heatmaps for a greater understanding of the trends. You can even drill down into the details to see how individual agents are performing based on call summaries and logs.
Through integration with the Microsoft Power Platform, you can boost your customer engagement and optimize your business processes even further. With the workflow integration, agents can go through call scripts designed via Microsoft Virtual Agents or perform actions like creating new tickets and opportunities directly into the central CRM system – all from the familiar Microsoft Teams client.
The integration of ChatGPT, ROGER365.io and the Speech-to-Text feature amplifies customer benefit. With the intelligent "Frequently Asked Questions" chatbot, customers receive instant and accurate responses across webchat, WhatsApp, and social media channels. Furthermore, the Speech-to-Text capability allows seamless conversion of voice queries to text, ensuring efficient handling of customer inquiries. This holistic integration optimizes agent productivity, reduces call volumes, and enhances overall customer satisfaction through streamlined and effective communication channels.