This New Integration Streamlines Communication and Enhances Contact Center Agent Performance.
Xima, a renown contact center software provider, and Invosys, a cloud communications provider, have joined forces with Microsoft Teams to bring contact centers a new integration.
The integration, designed to streamline how businesses handle communication and customer service, leverages the capabilities of Microsoft Teams to create a centralized, user-friendly solution for enhanced contact center productivity, collaboration, and performance insights.
Below are the key features and benefits of this latest integration, and how it can be used to enhance agent performance and drive greater productivity for customer service teams:
Manage Workflows Within Microsoft Teams
Customer service teams can now manage customer service workflows directly within Microsoft Teams using this integration. This means users no longer need to juggle between platforms, and contact centers don’t need to rain staff on new systems. Moreover, the MS Teams softphone can answer customer calls without disrupting current workflows.
Bi-directional Presence Sharing
With capabilities like bi-directional presence sharing, users can view the statuses of both MS Teams users and contact center agents in one place. This feature improves visibility into your team’s availability and allows for better collaboration and workload distribution.
Comprehensive Reporting and Insights
Business leaders and customer service managers can better evaluate team performance through numbers-driven customer insights. Customer service managers can leverage things like status reports and investigative tools to provide actionable insights into individual and team efficiency. In turn, you can uncover key metrics and performance indicators to drive strategic decisions.
Centralized Dashboards
The integration delivers an intuitive interface with centralized dashboards. Access all user activity data, meeting recordings, and office data in one place, eliminating the need for multiple windows or platforms. This streamlined communication approach allows teams place greater focus on delivering superior customer service, collaboration, and productivity.
Advanced Meeting Tools
Additional features like centralized meeting recordings, filterable storage, and playback simlify accessing and organizing essential online meeting data. These tools enable IT professionals, business leaders, and managers to ensure peak performance while addressing customer needs effectively.
Simplify Customer Service Workflows Today
Learn how the Xima + Invosys Microsoft Teams integration can bring greater efficiencies to your contact center’s customer service team and schedule a call with Invosys today.
