Microsoft’s Queues App for Teams is now generally available, following its announcement back in March.
The solution allows businesses to manage and respond to inbound and outbound customer calls within Teams.
Moreover, employees can simultaneously handle customers, while communicating and collaborating with their teammates to help resolve customer issues.
In August, CX Today explored the significance of the Queues App, which had been somewhat living in the shadow of Microsoft’s “Copilot-first” CCaaS platform, the Dynamics 365 Contact Center.
Casandra Marrero, Senior Product Marketing Manager at Microsoft, re-introduced the app in a recent blog post: “In today's fast-paced world, customer centricity is more important than ever. As organizations strive to meet the evolving needs of their customers, the demand for faster response and resolution times continues to grow.
"Whether you are an employee calling into your helpdesk or a customer reaching out to support, one thing is clear: delivering consistent and enriching experiences is at the core of an organization’s success.
That’s why we are excited to announce the general availability of the Queues app for Microsoft Teams.
Queues App for Agents
As well as enabling agents to manage calls, offer assistance, and resolve customer issues, agents and leads can also opt in or out depending on their availability and view the CRM record for incoming PSTN calls to ultimately improve customer experiences.
Call controls result in better call handling, including the ability to take, hold, and transfer calls.
Agents can place outbound calls on the queue’s behalf in order to maintain their privacy, get support from their leads, and switch between call queues based on needs as a result of real-time analytics like the number of waiting calls, average wait time, and abandoned calls.
When used in conjunction with Teams Phone, Marrero points out, agents can automatically capture notes, highlights, next steps, and locate issues before transferring the call to a co-worker, thereby enhancing productivity and customer satisfaction.
Queues App for Leads
Leads can opt agents in and out of queues depending on their skillset and availability.