Most contact centers understand the importance of first-contact (or first-call) resolution (FCR). When customers reach out, they expect complete answers for their queries, and customer satisfaction drops dramatically with each follow-up instance of contact that proves needed. In order to engage in FCR, call center agents frequently need to collaborate internally with subject matter experts (SMEs) across all parts of the enterprise. This can delay communications; when communications are delayed, unreliable or simply disjointed, the chances of first-call resolution worsen.
Contact center platform company UJET recently announced its latest contact center integration, this one being with Microsoft Teams. The integration is expected to better enable front-line agents to collaborate seamlessly with internal experts, resulting in accelerated resolution of complex customer issues and overall improved service delivery.
By leveraging UJET's advanced routing capabilities and the empowering communication features of Microsoft Teams, agents can now tap direct access to internal experts in real-time so they can solve more customer problems on the first contact. When faced with intricate inquiries or escalations, agents can effortlessly reach out to experts via Teams (and easily locate and connect with Teams users outside the contact center using the agent directory), enabling prompt service and higher first-contact resolution. Companies can also leverage Teams’ presence sync to determine agent availability and optimize collaboration.
The integration allows internal experts to better handle support calls within Teams, creating a frictionless experience for experts, customers and agents (while simultaneously increasing operational efficiency).
"Adoptions of Microsoft Teams as an enterprise collaboration tool are 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," said Anand Janefalkar, founder and CEO of UJET. "This eliminates friction and undue frustration for agents and customers alike, and it enables faster resolutions and stronger customer service outcomes overall."
UJET also noted that the integration will empower organizations already utilizing Teams internally to seamlessly unify teams’ business data and resources.
Edited by
Alex Passett
