UJET has announced a new contact center integration with Microsoft Teams that enables front-line agents to quickly get in touch with internal experts and speed up the resolution of complex customer issues and improve service delivery.
When faced with intricate inquiries or escalations, the integration lets agents reach out to internal experts in real time who will then, handle support calls within Teams, contributing to a frictionless experience for experts, customers, and agents, and ensuring maximum 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. This eliminates friction and frustration for agents and customers alike, and enables faster resolutions and better customer service outcomes overall," said Anand Janefalkar, Founder and CEO of UJET.
What exactly does this integration do? First, front-line agents can easily locate and connect with Teams users outside the contact center using the agent directory. This makes for prompt service and higher first-contact resolution. In addition, carrier-grade voice services now provide clear and reliable voice communications to minimize dropped and abandoned calls.
Finally, configurable groups on Teams eliminate manual handoffs which means customer issues are resolved promptly and seamlessly. If needed, the front-line agent can route interactions directly to non-agent Teams users as needed to meet support SLAs.