Luware Stratus Agent

Leverage the Investment into Microsoft Teams

The cloud-based contact center solution leverages the investment into Microsoft Teams and makes customer service part of the company-wide communication strategy. Employees use Microsoft Teams as their single application for internal and customer communications. Custom workflows, skill-based routing and real-time reporting add speed and adaptability to process optimization. Context information, such as customer data, easy access to internal experts and the intuitive user interface empower every employee within the company to serve customers confidently and professionally.

Scalable Solution for Omnichannel Modalities

With the benefit of advanced workflows and skills based routing. Stratus Agent is a particularly scalable solution for Omnichannel modalities like Chat, Voice or Video. Stratus Agent offers advanced skills routing using rraits balancing expertise, and responsibility profiles to offer calls to the most qualified agent, prioritizing lines of business, or even specific callers including time and queue status-based escalations.

• A range of day to day tweaking tasks can delegated to supervisors, without the need to call the IT helpdesk such as changing agents’ skills and greetings.
• The Teams client is complemented by the optional Stratus Agent Assistant applet allowing extended Agent activity features including switching skills profiles, multiple break types and call categorization coding which extends the call routing flexibility and enabling advanced Agent activity reporting.
• Real-Time Key Performance Indicators (KPI)’s are displayed on a simple to manage interactive wallboard within the supervisor’s desktop, where a range of configurable widgets allow each supervisor to customize their view.
• Advanced in-queue features include callback to allow customers to leave a voice message after hours, or during peak queue periods which is then queued for an appropriate agent and managed through to completion.
• Advanced supervisor features include real-time conversation monitoring, whisper coaching and call intrusion.
• Historical Reporting is supported using Microsoft Power BI Online for a profound analysis.
• Stratus Agent extends capability beyond simple ICR-(Interactive Conversation Response) menu services for Voice and Instant Messaging (Chat) requests, enabling self-service via Interactive Voice Response (IVR) and Chat Bots to be offered to customers.