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.
Interactions can be routed directly to non-agent Teams users to support Service Level Agreements (SLAs).
Robin Gareiss, CEO and Principal Analyst at Metrigy, commented: “The UJET integration makes it much faster and easier for experts to help agents resolve complex or unique customer issues: 47% of companies say back-office experts help agents solve problems.
But there is another key benefit: The agents themselves are valuable to providing real-world insights for sales and marketing strategies, product development, and more–and they can easily do that when they’re using an integrated collaboration platform.
UJET describes itself as “the cloud contact center platform for businesses who put trust at the heart of experience”.
Its contact center is a completely digital and voice engagement suite with smart device features, artificial intelligence capabilities, and advanced analytics.
UJET lists some of the brands utilizing its platform as Instacart, Atom Tickets, Wag!, and Turo.
The founder of CX Today, Rob Scott, recently spoke to Vasili Triant, the Chief Operating Officer at UJET, at this year’s EC 2023 event.
Triant said that the CX market is making its final push to CCaaS solutions, following the increase of solutions in the market, the advent of generative AI and large language models (LLMs), and more.
At the same time, Triant said that agents will not be able to completely rely on these AI technologies to field customer inquiries every time, as its effectiveness ultimately depends upon the quality of the content it is using.
Last month, UJET announced at Enterprise Connect 2023 the release of UJET WFM in partnership with Google Cloud.
UJET WFM provides forecasting, scheduling, and real-time monitoring to enhance contact center agent performance. The contact center solutions will be available both via UJET and the Google Cloud Contact Center AI Platform.