#contactcenterworld, @UJETco, @Microsoft
San Francisco, CA, USA, May 23, 2023 - UJET, Inc., a modern contact center platform, is pleased to unveil its latest contact center integration with Microsoft Teams. This integration enables front-line agents to collaborate with internal experts, resulting in accelerated resolution of complex customer issues and improved service delivery.
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.
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"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."
Posted by Veronica Silva Cusi, news correspondent
UJET is a cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Thursday, May 25, 2023
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