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Agent Profiles define specific settings for users acting as agents within the contact center environment. These profiles allow administrators to assign tailored capabilities, permissions, skills or app preferences for individual agents.

ROGER365.io offers a comprehensive set of APIs designed to integrate and extend the platform’s contact center capabilities. These APIs enable developers to connect external systems, automate workflows, retrieve data, and customize user interactions within Microsoft Teams and beyond.

This provides a comprehensive and secure record of all significant system changes and user activities within the platform. It enables administrators to easily track and review who made what changes and when, supporting security monitoring, troubleshooting, and compliance requirements.

Microsoft Azure Entra is used to manage all user identities and access. This ensures secure, centralized, and compliant user management across the platform, giving customers confidence in data protection and streamlined authentication.

Ensures your data is stored securely within specific geographic regions to comply with local data protection laws and enhance performance by keeping data closer to your users. We even can offer you the option to host your data in your specific country.

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ROGER365.io operates from multiple Microsoft Azure datacenters worldwide, ensuring built-in redundancy and reducing potential latency based on your location.

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The Graphical Call Flow Editor is a powerful drag-and-drop tool for creating advanced, customized call flows. It allows businesses to design complex call routing, automated responses, and customer interaction workflows visually without needing deep programming skills.

ROGER365.io is Microsoft 365 Certified, ensuring it meets rigorous security, compliance, and data handling standards through independent audits, providing enhanced trust and reliability for enterprise customers. Microsoft conducts yearly audits of our environment, including penetration tests, to ensure top-level security.

MCP (Model Context Protocol) on ROGER365.io is an open standard integration layer that enables AI agents to connect to the contact center to securely and dynamically access the right contextual data, tools, and workflows from external systems and internal data sources in real time.

The Agent app is natively integrated in Microsoft Teams and designed to empower agents by simplifying their tasks and making them more efficient. It offers realtime queue insights and statistics like longest waiting, answered calls, and available agents. With seamless CRM integrations, it ensures access to up-to-date information.

Role-Based Access is a security feature that restricts access to specific areas and functions within the admin portal based on the roles assigned to users or groups. This ensures that only authorized personnel can view or modify sensitive data and system settings, enhancing security and governance.

Schedules enables organizations to automate how interactions and workflows are handled based on specific time periods or office hours, ensuring efficient and context-aware routing of tasks and conversations.

Increase the amount of concurrent calls handled by the ROGER365.io platform.

Add extra wallboard layouts. A single or additional wallboard layout can be displayed simultaneous on three screens.

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This feature is to provide callers with information about their expected wait time while they are in the queue. This feature helps manage caller expectations, reduce perceived wait frustration, and improve the overall customer experience.

This feature keeps callers informed by announcing their current position in the call queue. This helps reduce caller anxiety and improves the customer experience by providing real-time updates on their wait status.

The Attendant Console is a dedicated interface within the ROGER365.io Teams App designed to empower receptionists and front-desk attendants to efficiently manage incoming calls and customer interactions within Microsoft Teams. It provides a clear, real-time overview of colleagues’ availability, call queues, and calendars, enabling quick and professional call handling. Watch the video

Audio prompts are voice messages that guide and inform callers during their interactions with a contact center. You can upload prerecorded voice files or use the AI-neural Text to Speech option to create natural spoken messages. A wide selection of over 140 languages and dialects is supported, along with an extensive variety of voice options.

Blind transfer sends a call directly to another agent without prior consultation, while consultative (or warm) transfer involves informing the next agent before transferring. Safe transfer ensures the call returns to the original agent if the transfer fails, preventing dropped calls.

When someone is unavailable, you can quickly create a callback request, ensuring the right person receives a message to return the call as soon as possible. By default an attendant can send a callback request via email, but we also provide webhooks to enable you to configure your custom action eg. create a callback task in your CRM system.

The Call Park feature allows an active call to be placed on hold ("parked") so that it can be retrieved later by the same user or any other agent who is part of the designated Call Park group. This makes it easy to hold calls temporarily when needing to consult with colleagues or transfer the call without losing connection.

Agents have the ability to selectively pick a caller from the queue, for example, when an agent recognizes a caller and wants to serve them directly by extracting them from the queue. This feature allows personalized handling and quicker service for known or priority customers.

The amount of allowed concurrent calls. Calls are counted when they are being handled within the ROGER365 platform. The usage of the concurrent calls can be monitored within the admin portal or you can configure a notification when the limit is reached.

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Greet callers with a professional menu and automatically route them to the right department or person. This enables faster and more efficient call handling, eliminating the need for manual intervention.

Last Agent Routing automatically connects returning callers to the agent they last spoke with, enhancing continuity and customer experience. If the previous agent is unavailable, the call is routed according to fallback rules to ensure prompt assistance.

The Last Conversation Data action looks up the caller's previous conversation within a configurable time window and returns key properties: the handling agent, queue, call direction, survey score, sentiment score, and timestamp. These properties can be evaluated in condition steps within the Call Flow Designer to build context-aware routing logic.

Live queue insights & statistics provide real-time data on call queue performance, including metrics like the number of callers waiting, average wait times, and agent availability.

A maximum of 100 agents can be assigned to a queue.

A maximum of 50 agents can be assigned to a queue.

A mobile version of the native app is available in the Teams mobile version. It offers a subset of features off the full Teams app

Multiple queue login allows agents to be signed in and active on more than one call queue simultaneously. This means an agent can receive calls from several different queues without having to log in or out repeatedly.

When a caller is placed on hold, music on hold plays a recording to keep them engaged and reduce frustration from silence. The music or audio can be a pleasant instrumental track, branded messages, or promotional announcements aligned with the company's tone and marketing goals.

The Outbound Call Campaign feature allows you to upload lists of phone numbers and automatically assign calls to available agents for efficient outreach. This feature is very usefull for example in outbound telemarketing campaigns. Watch the video

Agents have the option to make outbound calls directly from the app. When they do, the outbound caller ID displays the phone number of the queue, maintaining a consistent customer experience. Additionally, these outbound calls are tracked and included in reporting, ensuring full visibility of call activity and agent performance.

Preferred Agent Routing directs incoming calls to a specific agent based on predefined preferences such as skills, previous interactions, or customer priority. For example, based on information stored in your CRM, route the caller to a specific agent.

The Shift Synchronization feature connects the Microsoft Teams’ Shifts appwith the Voice Queues on the ROGER365.io platform. This makes it easy to set and align shift times for your team of agents, while still managing schedules within Microsoft Teams as the single source of truth.

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Skill Based Routing directs incoming calls to the most qualified agents based on their specific skills and expertise. For example: route english speaking callers to agent who have the best skills in the English language and if they're not availble the next best skilled agent is hunted.

This option can transcribe spoken words by a caller into a text. This can be helpfull for example to route a caller to a specific queue, based on the answer of a caller.

Teams Presence integration synchronizes an agent's status in the contact center with their Microsoft Teams presence, providing real-time visibility into availability across both platforms. This means when an agent is busy, in a call, or away in Teams, their status immediately reflects in the contact center’s routing logic and supervisor dashboards.

This converts text into speech. This allows personalized, real-time responses such as reading out account balances, order statuses, or tailored instructions to callers without the need for constant re-recording.

Virtual Wait in Queue allows callers to keep their place in line without staying on hold. When it’s their turn, they receive an automatic callback and are connected directly to an agent, improving customer experience and reducing wait frustration. Watch the video

Voice routing methods determine how incoming calls are distributed to agents. Available options are: longest idle, serial, round-robin and parallel.

Wrap-up timer, also known as after-call work (ACW), is the period immediately following a customer interaction during which an agent completes necessary tasks related to the call. These tasks may include documenting call details, updating records, scheduling follow-ups, and entering disposition codes

The AI chatbot feature in the platform enables automated, intelligent conversations with customers across multiple channels. It leverages AI to understand customer intent, provide instant responses to common questions, and guide users through workflows without needing live agent intervention.

The conversation summarization feature automatically generates concise summaries of customer interactions using AI. This summary captures key points such as the customer's issues, actions taken, and next steps. When the customer calls again, another agent can immediately see this summary, providing context without having to review full call transcripts or ask the customer to repeat information. Note: You also need a compliancy recording solution from OAK Innovations. Watch the video

Image analysis in the contact center context refers to AI-driven capabilities that extract valuable information from images shared by customers or support agents. This can include recognizing text, objects, or visual patterns within images to automate workflows and provide deeper insights.

This feature provides AI-powered automatic translation of messages exchanged between customers and agents. For example, a customer can send a WhatsApp message in their native language, and the agent sees both the original message and a real-time translation into their preferred language within the Teams interface. Watcht the video

Sentiment analysis automatically evaluates the emotional tone of customer interactions to help agents and supervisors better understand customer satisfaction and adjust responses accordingly. Note: You also need a compliancy recording solution from OAK Innovations.

This feature fully transcribes voice calls into text. This transcription can be automatically stored in the CRM system, enabling detailed documentation of every interaction without manual input from agents. Note: You also need a compliancy recording solution from OAK Innovations.

Search the company addressbook, CRM sources or create your personal favorite list.

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Provides live support to agents, offering CRM information, caller timeline, automated actions, and quick access to customer insights. When AI is enabled, it also provides automatic call summarization. Watch the video

When someone is unavailable, you can quickly create a callback request, ensuring the right person receives a message to return the call as soon as possible. By default an attendant can send a callback request via email, but we also provide webhooks to enable you to configure your custom action eg. create a callback task in your CRM system.

The Customer Journey or Timeline feature within Agent Assist provides agents with a complete, real-time view of a customer’s interaction history across all channels. This timeline displays all previous contacts, messages, calls, and key events, giving agents instant context when engaging with the customer. Watch the video

Get direct insights in other users' Outlook Calendar and Teams Presence, directly integrated in the Agent App.

Supervisors have the option to log in or log out agents directly from the supervisor dashboard. This feature allows supervisors to manage agent availability centrally by signing agents into or out of queues without requiring agent intervention.

Call classification is a feature that allows agents to categorize the outcome or type of each call or interaction. Agents can select classifications during or after a call, such as marking whether the issue was resolved, if a callback is needed, or identifying the nature of the call (e.g., sales, support, inquiry).

This allows supervisors to modify the proficiency level of an agent’s assigned skills.

Supervisors have the capabilities to Monitor, Join, and Whisper during live calls to support agents and improve customer service quality.

Monitor: Supervisors can silently listen in on an agent’s live call without the customer or agent being aware. This allows them to assess call quality, provide training, and ensure compliance without interrupting the conversation.

Join: Supervisors can join an ongoing call, making their presence known to both agent and customer. This is useful when escalation or direct intervention is needed to resolve complex issues or provide additional support.

Whisper: Supervisors can speak privately to an agent during a call without the customer hearing. This enables real-time coaching, guidance, or sharing of information to help the agent handle the interaction more effectively.

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This feature provides live, up-to-date information about all call queues and agents. Supervisors can see key metrics such as the number of callers waiting, total calls answered, abandoned calls, and average wait times. They can also monitor agent status including availability and performance in real time.

Supervisors have the option to change the availability or status of an agent directly from the supervisor dashboard. This capability allows supervisors to manually set an agent’s state to available, busy, away, or in wrap-up, depending on operational needs.

This allows organizations to define and monitor the agreed-upon service standards for call and interaction handling. This typically includes metrics such as maximum wait time, percentage of calls answered within a set timeframe, and abandonment rates. Realtime values are displayed in the supervisor tool and can be shown on a wallboard.

Enables supervisors to monitor real-time contact center performance, track agent activities, and access analytics for improved team management and operational insights.

Insights & Analytics feature provides PowerBI-based detailled reporting data across all communication channels, helping managers monitor call volume, agent performance, queue status, and customer interactions. Watch the video

The post-call survey feature in ROGER365 allows customers to provide feedback immediately after a call. The information is stored and can be displayed in the Agent Assist app the next time the customer calls.

The Reporting API provides programmatic access to detailed contact center data, enabling organizations to integrate reporting and analytics into their own systems and workflows. Through the API, users can retrieve historical and real-time data related to queues, agents, call outcomes, and social messaging interactions.

Provides comprehensive analytics and customizable reports to track contact center performance, customer metrics, and operational trends for data-driven decision making.

Wallboards provide real-time visual dashboards that display key contact center metrics such as queue status, agent availability, service levels, and call statistics. These customizable screens help teams and supervisors monitor performance at a glance, enabling quick decisions to maintain service quality.

Wallboards can be configured through an easy drag-and-drop interface to highlight the most relevant data for different teams or situations. By displaying live statistics on large screens in the office or remotely, wallboards promote transparency, team collaboration, and awareness of ongoing contact center activity. This helps improve responsiveness and operational efficiency while keeping everyone aligned on service goals.

Watch the video

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When a conversation is delivered into a Teams channel, it can be assigned to a specific member of the channel.

Each subscription includes an amount of conversation which can be consumed. A conversation is counted from the first received message and when it's closed by an agent.

Agents see all incoming and queued conversations across multiple channels whether calls, chat messages, or emails in a unified view within the ROGER365.io Teams App. This single overview empowers agents to efficiently manage and engage with multiple conversations simultaneously, improving responsiveness and customer service.

This feature allows you to send an outbound WhatsApp or SMS to a receipient, directly from a Teams Channel.

MeetNow enables agents to instantly start an ad-hoc video or audio meeting with a customer or colleague without requiring prior scheduling. This capability facilitates immediate, face-to-face interaction within the Microsoft Teams environment, enhancing communication and problem-solving efficiency.

The Message flow handler is a powerful drag-and-drop tool for creating advanced, customized call flows. It allows businesses to design complex message routing, automated responses, and customer interaction workflows visually without needing deep programming skills.

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Incoming social messaging conversations, like webchat, WhatsAapp etc, are delivered into a Microsoft Teams channel. From here agents can reply to the conversation. Alternatively you can upgrade to Hybrid Queues, where messages can be handled within the ROGER365.io Teams App.

The Pre-webchat form feature allows organizations to present a customizable form to users before they start a webchat session. This form can collect essential information such as email address, name, or phone number, which helps identify and qualify the customer before the chat begins.

Sentiment analysis automatically evaluates the emotional tone of messages exchanged between customers and agents across channels like WhatsApp, Facebook Messenger, SMS, and others.

Using AI and natural language processing, it classifies messages as positive, neutral, or negative, and may also detect specific emotions such as frustration or satisfaction. This real-time insight helps agents tailor responses appropriately, improving empathy and customer experience.

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The Smart Chatbot is an Q&A based AI-powered conversational assistant designed to handle routine customer inquiries across multiple communication channels, including SMS, WhatsApp, webchat, and social messaging. It uses natural language processing to understand and respond to common questions automatically, reducing the workload on human agents.

This integration ensures email messages are routed to the appropriate queues and agents, allowing seamless handling and consistent customer experiences. Emails are connected to customer CRM data, making relevant information instantly available to agents during interactions. Watch the video

Integrate Facebook Messenger as a communication channel.

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Integrate SMS as a communication channel. You need to purchase a SMS number from cm.com.

Integrate Webchat on your website as a communication channel. The webchat interface is fully customizalble to apply your business branding.

Add WhatsApp as one of your communication channels. We support inbound and outbound messages, but also support for rich messages for example images, video's etc. You need to purchase a WhatsApp for Business number with a provider like CM.com or Spotler.

Webchat User Identification is a feature that enables the system to recognize and verify the identity of users engaging via webchat. This is often done by collecting key information such as name, email, or phone number either through a pre-webchat form or during the chat itself.

The collected data can be matched against CRM records to provide agents with immediate customer context and history. This improves personalization and speeds up resolution by allowing agents to access relevant information without asking repetitive questions.

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Use our API to connect your CRM solution. This API can also be used to upload CSV files using PowerShell.

Synchronize your Azure Entra directory for caller recognition and addressbook searching.

Synchronize Exact Online for caller recognition and addressbook searching.

Synchronize Hubspot for caller recognition and addressbook searching.

Synchronize Microsoft Dynamics for caller recognition and addressbook searching.

Synchronize SalesForce for caller recognition and addressbook searching.

Synchronize ServiceNow for caller recognition and addressbook searching.

Synchronize TOPdesk for caller recognition and addressbook searching.

Synchronize Zoho for caller recognition and addressbook searching.