Recursos

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.

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 this blog for tips on smart savings with AI and automations.

There’s a big difference you can make to the customer’s experience – and it happens the moment 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 guides customers through a range of options, eventually connecting them with the right person to answer their query. However, these solutions are far from perfect for every situation and many businesses prefer to greet their customers with a human voice from the very beginning. Is this the right option for you?

ROGER365.io 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. The new Attendant Console gives receptionists and phone attendants greater visibility and control over communications and covers all the functionality receptionists need to offer callers a first-class and modern experience. This new Attendant Console is part of ROGER365's Contact Center for Teams that allows you to connect all communications, enterprise resources and business processes in a single, integrated, native app.

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.

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?

Oak Innovation are excited to announce a new partnership with Netherlands-based company, ROGER365.io, to bring a Microsoft certified omnichannel and compliant contact center solution to Teams users this spring. The integration of ClarifyGo call recording with the ROGER365.io contact center offers customers the world’s first voice integrated native CcaaS 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.

The achievement of Microsoft Certification marks the result of longstanding and ongoing cooperation between ROGER365.io and Microsoft’s certification program. ROGER365.io upgrades Microsoft Teams into a professional Contact Center by connecting omnichannel communications, enterprise resources and business processes with Teams with a single, integrated, native app. The ROGER365.io CCaaS solution is unique; offering a true omnichannel Teams Contact Center - complete with Hybrid Queues, Social Messaging, in-depth reporting, advanced automations, and numerous tools.

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. Once activated, Teams Calling enables users to call regular phone numbers, including landlines and mobile numbers. This is a big step-up from the ‘out-of-the-box’ Microsoft Teams, which only permits calls to users within the Teams platform.