CoreInteract - Customer Engagement Suite for Microsoft Teams

oleh Altigen Communications, Inc.

CoreInteract - Route, Queue, Engage, Analyze and Report on every Customer Interaction within Teams

CoreInteract Overview

CoreInteract adds complete Digital Customer Engagement capabilities to Microsoft Teams by converging all channels of communication – Phone Calls, SMS, Email, and Web Chat into a single, native Teams application. CoreInteract enables any employee to communicate with any customer using the customers' preferred communications channel directly in Microsoft Teams.

Take Control of your Customer’s Experience

The CoreInteract platform Routes and Queues any customer request (Phone Calls, SMS, Email and Web Chat) intelligently delivering requests to the best available employee via the CoreEngage native Teams application. Each interaction can further be analyzed for Sentiment and Keywords, while comprehensive real-time and historical performance reporting ensures KPIs are being met.

Simple, Powerful Administration

The intuitive CoreInteract menu driven interface makes it a snap for admins and delegated line of business managers to set their own departmental distribution rules, create customer workflows and generate Power BI reports in order to proactively manage employee and workgroup performance.

CoreInteract’s drag and drop graphical workflow builder enables custom workflows, such as Priority Customer routing, CRM screen pops, transfer to an after-hours answering service and more, to be created in minutes without the need for computer programming skills.

CoreInteract also includes standard Power BI reports for Agent Analytics, Workgroup Analytics and Call Volume by time of day, providing managers and supervisors important insights into employee and departmental performance.

Digital Customer Engagement for Microsoft Teams

CoreInteract leverages the capabilities of Microsoft Teams to deliver a world class digital customer engagement solution all within the Teams experience.

Here are just a few of the ways our customers benefit from CoreInteract:

  • Fosters customer relationships by enabling customers to communicate using their preferred communications channels.

  • Improves customer service by routing customer requests to the right person, right away – regardless of channel.
  • Improves employee productivity by providing a single 360o view of the customer, eliminating application switching.
  • Leverages your existing CRM solution to enable employees to deliver a more personalized engagement with the customer.
  • Delivers actionable management insights into workgroup and employee performance with real-time and historical reporting.

Easily Integrate with Dynamics 365 (and all your other data sources)

CoreInteract can perform data directed routing and retrieve a Dynamics 365 customer record screen pop with each answered call, giving more control and customer insight than ever before.

To find out how your company can deliver exceptional customer service with CoreInteract, contact us today!


Phone: 408-597-9000