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.
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.
An excellent example is voice navigation and visual menu selection. Available through web and mobile SDKs, these tools more accurately grasp customer intent and ensure queries filter through to the best-placed person.
In addition, UJET allows customers to share extra information while waiting in the queue, which speeds up the subsequent interaction.
The routing engine may also pass customers through to a virtual agent for self-service, circumventing the need for human interaction in the first instance.
Yet, it doesn’t stop there. Habermeier pinpoints more helpful features, stating:
“There’s an option for direct transfers to Teams agents and groups for specific queues – alongside the ability for UJET agents to specifically transfer to Teams agents.”
Contact centers can create a tiered support system by leveraging the latter capability. This allows agents to pass tricky queries to a subject matter agent (SME) and avoid getting into sticky situations.
“The minute a call transfers to Microsoft Teams, the user can answer the call there – using the interface they’re already used to,” concludes Habermeier. “Nothing will change for those users.”
CCaaS + UCaaS = New Possibilities
Alongside the newfound ability to push calls out to external experts and collaborate, pulling Teams and UJET together provides many more advantages.
For instance, contact centers can set up channels within Teams to share positive customer feedback, offer real-time support, and discuss shift swaps.
Moreover, it is an excellent place to share knowledge, connect hybrid teams, and recognize high performance publicly – as well as privately via video.
Teams can also act as a voice of the customer (VoC) hub, allowing contact center teams to share knowledge with various departments and drags everyone together.
Finally, it brings the contact center into Microsoft’s ecosystem, which includes Dynamics CRM, Power BI, and Nuance conversational AI – alongside other complementary solutions.
Get Started with UJET Now
It can take smaller businesses just a day to start capturing all these benefits and unite their Teams UCaaS platform with UJET CCaaS.
Within 1,000+ seat environments, the transition time is longer. Nevertheless, it can still happen within a matter of weeks.
Ultimately, it depends on how quickly the contact center can reimagine its routing strategy, bring in an API endpoint to pull in user profiles and rethink its support queues.
Yet, Habermeier offers assurance. “Our implementation will walk customers through that,” he says.
To discover more, download the following data sheet: UJET & Microsoft Teams Integration