Why Teams gives Contact Center managers ultimate control over customer experiences

Most people know Microsoft Teams: it’s a reliable and secure platform for businesses to communicate and collaborate, right?

However, this application can do much more than many people realize.

At ROGER365.io we see first-hand that more organizations are ditching their old and inflexible call center or contact center subscription in favor of an adaptable and powerful Teams Contact Center.

A significant motivation for this switch is the improved cost-efficiency, but a Teams Contact Center can also give you much more control over your entire contact center or call center operations, and enable superior customer experiences too.

In this newsletter, we explore how Teams can put you in the driver’s seat of your organization’s customer experiences.?

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First things first: A Teams Contact Center is operated from the familiar Teams client interface, either using the connect-model or the extend-model. While the connect-model basically connects Teams to an external cloud contact center solution, an extend-model solution like ROGER365.io extends Teams’ native capabilities so it can handle all the requirements within the Teams client itself.

If you want to know more about the different models (Extend, Power, Connect) read our blog about the different integration models.

This model puts the organization firmly in the driver’s seat, with the full ability to define how they want their Contact Center to work and integrate with the rest of the business.

There are many advantages to this, but the most tangible is a much-simplified working environment. Everything customer service agents need – including CRMs and other enterprise resources, ticketing systems, and any other resource or process – is all at their fingertips, and accessed directly from one screen.

Plus, you gain much more control over the entire customer experience.

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5 ways a Teams Contact Center gives you more control?

You can decide which channels you want to support, and how. When a pre-built integration isn’t available (which is rare), a custom integration is always possible. You gain the ability to offer customers seamless experiences across all channels, thanks to the hybrid queuing feature and a unified toolkit that’s integrated into the Teams client.

?With the CRM integration embedded in Teams, agents have an instant snapshot of the customer journey so far and can easily add new data from each interaction. Because they don’t need to flip between screens, this is much easier and less stressful for the customer service agents. You can also create a prompt at the end of each interaction to make sure that the CRM is always updated.

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With a ROGER365.io Teams Contact Center, the organization has a free hand to integrate whichever resources, data, or software they want and build the ideal customer experience around them. So, in addition to your CRM, you can also leverage the productivity of Microsoft AI tooling like Copilot or use Purview for compliance and oversight – or anything else. You’re in control of what tools you use, and how you use them.

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Using the integrated flow editor, a contact center manager can use an intuitive graphical user interface (GUI) to define the exact steps a customer takes whenever they get in touch. By gaining control over menus and options, you can incrementally improve customer experiences with each channel. Furthermore, you can treat your customers to convenient self-service options and automated query resolution methods. This benefits your contact center colleagues too, thanks to a reduced workload.

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Most contact centers and call centers provide some kind of reporting feature, but these aren’t always customizable or sufficiently in-depth. With a ROGER365.io Teams Contact Center you can gain extensive and customized reporting, using a combination of standard metrics and your own KPIs or benchmarks.

Supervisors can also use the dedicated Supervisor App to get a real-time overview of operations or help agents on tough calls. With this kind of insight, managers can offer tailored help to boost each agent’s performance.

Combined, these tools enable your contact center to become data-driven in a meaningful way; using metrics and benchmarks you define, instead of generic reporting.

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Getting better control of customer contact with ROGER365.io and Microsoft Teams

Customer expectations are higher than ever, and contact center managers are under constant pressure to improve experiences while also reducing costs. This is just not possible unless you have granular control over each part of the contact center and how it works.

With ROGER365.io, Teams can become a powerful omnichannel contact center that’s truly connected to your business and your customers. With this kind of setup, you have the full flexibility to adapt, integrate, and grow.

Want to see how easy it is to set up and use? Get in touch and book a demo.