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UJET Integrates with Microsoft Teams to Enhance First Contact Resolution and Customer Satisfaction #contactcenterworld By leveraging UJET's routing capabilities and the communication features of Microsoft Teams, agents now have direct access to internal experts in real-time. When faced with intricate inquiries or escalations, agents can effortlessly reach out to experts via Teams. The integration allows internal experts to handle support calls within Teams, creating a frictionless experience for experts, customers, and agents, while increasing operational efficiency. "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," explained Anand Janefalkar, Founder and CEO of UJET. "This eliminates friction and frustration for agents and customers alike, and enables faster resolutions and better customer service outcomes overall." "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," says Robin Gareiss, Metrigy CEO and Principal Analyst. "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." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, May 25, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |