Native integration combines sophisticated CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS
UJET, Inc., the intelligent, modern contact center platform, is pleased to unveil its latest contact center integration with Microsoft Teams. This integration enables front-line agents to collaborate seamlessly with internal experts, resulting in accelerated resolution of complex customer issues and improved service delivery.
By leveraging UJET’s advanced routing capabilities and the communication features of Microsoft Teams, agents now have direct access to internal experts in real-time. When faced with intricate inquiries or escalations, agents can effortlessly reach out to experts via Teams. The integration allows internal experts to handle support calls within Teams, creating a frictionless experience for experts, customers, and agents, while increasing operational efficiency.
“Adoption of Microsoft Teams as an enterprise collaboration tool is accelerating. By integrating UJET with Teams, our customers can extend the functionality and power of UJET’s contact center platform to experts across the organization for streamlined customer service operations,” explained Anand Janefalkar, Founder and CEO of UJET. “This eliminates friction and frustration for agents and customers alike, and enables faster resolutions and better customer service outcomes overall.”
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“The UJET integration makes it much faster and easier for experts to help agents resolve complex or unique customer issues: 47% of companies say back-office experts help agents solve problems”
In addition, this integration empowers organizations already utilizing Teams internally to seamlessly unify business data and resources, resulting in improved customer experiences. Key features of the integration include:
- Directory & Presence Sync: Easily locate and connect with Teams users outside the contact center using the agent directory, enabling prompt service and higher first contact resolution. Leverage presence sync to determine agent availability and optimize collaboration.
- High-Quality Voice Service: Ensure clear and reliable voice communications with carrier-grade voice services delivered securely using Microsoft’s Direct Routing. Minimize dropped and abandoned calls, providing a seamless and dependable customer experience.
- Streamlined Handoff & Resolution: Take advantage of configurable groups within Teams to eliminate manual handoffs and collaborate seamlessly, regardless of location or device, to resolve customer issues promptly. Route interactions directly to non-agent Teams users as needed to meet support SLAs as needed.
“The UJET integration makes it much faster and easier for experts to help agents resolve complex or unique customer issues: 47% of companies say back-office experts help agents solve problems,” says Robin Gareiss, Metrigy CEO and Principal Analyst. “But there is another key benefit: The agents themselves are valuable to providing real-world insights for sales and marketing strategies, product development, and more – and they can easily do that when they’re using an integrated collaboration platform.”
The UJET and Microsoft Teams integration simplifies and streamlines your contact center operations and enables your agents and teams to deliver exceptional service the first time, every time. Contact us today to learn how UJET and Microsoft Teams can unlock your organization’s true potential.
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