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All the signs are looking good: your customer base is expanding, and your core team is starting to grow too. This stage in an organization’s growth is highly dynamic, with rapidly changing needs and shifting responsibilities among colleagues. However, there’s a real potential for this promising growth to be constrained by an inability to handle increasing customer contact demands adequately with your current setup. What’s the answer?

Whether you operate regionally or across the globe, omnichannel contact makes it easier to resolve more queries, conveniently. WhatsApp is particularly popular worldwide, making this the ideal channel for global engagement. Thanks to the AI-powered auto translation feature offered by the ROGER365.io Teams Contact Center, you can support customers around the world with WhatsApp in their own language – at the highest level.

At ROGER365.io, we always like to keep our finger on the pulse of innovations in enterprise communications, often by attending major industry events and talking with experts across the sector. We had such an opportunity at Enterprise Connect 2024 - the #1 event for the communications and contact sector. In this blog, we share the biggest developments in technology and groundbreaking new trends from Enterprise Connect 2024.

There are clear and pressing reasons why organizations use WhatsApp for contact with customers, and it’s increasingly expected that you’ll support it. But, in the rush to support WhatsApp, many organizations have found themselves needing to juggle ‘regular’ contact channels alongside newer additions like WhatsApp and others. As we’ll explore, using WhatsApp in a separate window can mean that you miss out on much more than you may realize.

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.

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.

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.

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?

In today's fast-paced business landscape, contact centers play a vital role in customer interactions and support. Microsoft Teams, a powerful collaboration platform, has become a hub for communication and collaboration. To further streamline operations and provide exceptional customer service, many organizations are turning to AI technologies, including OpenAI, for assistance. In this article, we'll explore the benefits and challenges of using AI, specifically OpenAI, with a Contact Center for Microsoft Teams, and introduce the product ROGER365.io as a solution to address these concerns.

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.

Depending on which industry and market segment your company operates in, your customers may prefer to speak to a person straightaway, whenever they need to get in touch. In these situations, automated attendants and multiple-choice menus cannot offer the individual and personal attention demanded. As a result, companies frequently opt to use an attendant or receptionist who can promptly answer their call, and connect them with the right person quickly.

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. ROGER365.io is pleased to announce that from September, users can now benefit from this latest feature.