When customers contact Customer Service, they want reliable responses and correct information – not sometime, but ideally straight away. No matter what the customer's concern, the right information must be available at any time. Where necessary, department experts must be readily available.
Customer Service meets collaboration
For this very reason, we have coupled our novomind iAGENT Customer Service Software with Microsoft Teams. The aim is to promote employee collaboration within your company and to utilise the knowledge of your entire organisation for Customer Service. In this respect, we are combining our intelligent Contact Centre features, such as Skill-based Routing and Queue Management with various Collaboration features offered by Microsoft Teams. This makes it possible to incorporate experts, spread across the entire company, in Customer Service for product and service portfolios. Because Customer Service is not the only task that departments have to undertake. Effective networking promotes collaboration between different departments and prevents information silos.
How does customer service work today?
Via integration of Microsoft Teams in iAGENT Desk, the novomind iAGENT interface, it is easy for service technicians to find a suitable expert for every customer enquiry and to see the availability of their colleagues in real time. With one click on the contact in the address book, the Contact Centre can send queries, for example, or transfer calls to the back office. Employees in the back office can use Microsoft Teams as a collaboration tool and softphone for incoming and outgoing calls. Via the retrieval of various data sources, agents can submit additional information to employees, which is relevant for processing requests.
