With 300MN monthly active users, Microsoft Teams is the de facto UCaaS platform.
Yet, in the CCaaS race, there is no clear front-runner. Instead, the leading pack spans ten – perhaps even 20 – vendors.
UJET is one of those, with G2 - the verified review platform for tech decision-makers – recently reporting that the vendor boasts the market’s highest NPS score.
However, it lacked a UCaaS integration, somewhat limiting its appeal to many buyers.
Thankfully, that changed in May with the much-celebrated launch of a Microsoft Teams integration.
Joerg Habermeier, VP of Product at UJET, underlined the significance of the move. He told CX Today:
“Now, we can fulfill a requirement of customers interested in UJET… They can get the best of both worlds.”
With this in mind, here’s a closer look at the integration and the new possibilities that a best-in-class CCaaS-UCaaS integration opens up.
Integrating CCaaS and UCaaS: How It Works
Having every service conversation take place within a CCaaS platform is old-school thinking.
Nowadays, contact centers want to collaborate with external experts and push out calls to other employees – such as store associates – when overwhelmed.
The UJET-Teams integration embraces this reality. It allows managers to declare Teams users through the UJET admin portal.
As such, UJET’s routing engine recognizes them as an entity that can receive contacts.
In pushing these calls out to individual Teams users or groups, UJET leverages a SIP trunk, which allows employees outside the contact center to take calls from their everyday Teams interface.
As Habermeier summarizes:
“It’s bridging the front office – which is UJET – with the back office of Microsoft Teams.”
Thankfully, the routing between the two is contextual. So, a call only travels to a Teams user when it fits particular criteria. That could be based on intent, user segment, or user profile data.
“You decide which calls go out of UJET into Microsoft Teams to very specific groups and individuals,” adds Habermeier.
Moreover, UJET interprets each Teams user’s status. As such, calls only channel through to available employees.
Yet, these are the foundations. From here, contact centers can add more features on top of the integration to build better service experiences.
Building On the CCaaS-UCaaS Integration
To enhance the effectiveness of a Teams routing strategy, UJET provides additional services.