Our new Microsoft Teams integration helps Agents resolve customer queries more efficiently. To resolve customer queries, Agents often require assistance from other Agents or colleagues outside of the contact center, which can be difficult to identify and access. Additionally, agents have to switch between multiple applications to access necessary information to resolve customer queries. Microsoft Teams in Engage aims make it easier for Agents to contact their colleagues and reduce the need for switching between applications by bringing relevant information into Engage.
Benefits
The Microsoft Teams within Engage feature provides several benefits for agents and customers, including:
- Saves time and effort by providing access to necessary information and available help within one application.
- Improves query resolution and customer satisfaction, while increasing agent productivity by eliminating the need to switch between applications.
- Enables effective collaboration among team members, Agents can easily communicate with team members that aren’t Engage users.
Features
- Address book allows agents to see a list of all colleagues in the organization (who are setup in Microsoft Teams) and easily search for a relevant colleague
- Agent presence provides real-time information on availability and status of team members to quickly identify available help, based on their Microsoft Teams status.
- Click-through functionality allows an Agent to seamlessly call or start a chat with a colleague from their Address Book, without having to leave Engage
- Recently viewed searches appear below the search bar allowing agents to quickly access frequently used search results by clicking on a recent item, similar to a favorites list.