UJET has integrated Microsoft Teams with its contact center platform.
According to UJET, the integration will enable contact center agents to more easily collaborate with subject matter experts across the organization to solve customer cases.
In doing so, service teams may increase first contact resolution rates and - ultimately - customer satisfaction.
To build the integration, UJET has merged its CCaaS routing logic with Microsoft Teams’ communication features.
Delving deeper, Anand Janefalkar, Founder and CEO of UJET, said: "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."
In addition, the integration improves customer experiences for organizations that are already using Teams by consolidating business data and resources.
Key Integration Features
Some of the key integration features include directory and presence sync, high-quality voice service, and streamlined handoff and resolution.
The directory provides agents with the capability to find and connect with Teams users beyond the contact center through the agent directory, which leads to quick service and an increased first contact resolution.
Presence sync can be used to work out the availability of agents and ease collaboration experiences.
Microsoft’s Direct Routing provides users with a high-quality, secure, and dependable voice service.
The voice service also helps to reduce the number of dropped and abandoned calls. Both of which help to improve the overall customer experience.
Configurable groups within Teams can be used to remove manual handoffs and promote seamless collaboration, no matter where the team is working or what devices they are using.