Call Distribution
Upgrade your Teams calling with professional call distribution functionality. Create voice call queues for your customers and route them to your agents, based on availability or defined skills (skill-based routing).
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.
Supervisor
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.
Attendant Console
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.
Reporting
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.
Productivity
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.
See how this works!
Check out the video below to see how the ROGER365.io Contact Center functionalities work for both the agent and the supervisor.
