Utilise your entire company’s know-how – with novomind iAGENT Omnichannel Contact Center-Solution and Teams

When customers contact Customer Service, they want reliable responses and correct information – not sometime, but ideally straight away.

Customer Service meets Collaboration

For this very reason, we have coupled our novomind iAGENT Customer Service Software with Teams. Combine intelligent Contact Center features, such as Skill-based Routing and Queue Management with various Collaboration features offered by Teams. Incorporate experts, spread across the entire company, in Customer Service for product and service portfolios.

How does Customer Service work today?

Via integration of Teams in the novomind iAGENT interface, it is easy for service agents to find a suitable expert for every customer enquiry. They see the availability of their colleagues in real time. With one click on the contact in the address book, the Contact Centre can send queries, for example, or transfer calls to the back office.

Interaction between Teams and novomind iAGENT

An overview of the advantages:

• High Service Quality 

Resolve complex customer enquiries faster with targeted integration of department experts across the company – regardless of where they are.

• Increased Customer Satisfaction 

By integrating employees from the back office who directly respond to customer concerns and offer fast solutions, important KPIs can be improved, such as initial resolution rate (First Contact Resolution) and customer satisfaction (Customer Satisfaction Score).

• Seamless Collaboration  

With novomind iAGENT Desk, agents in the Contact Center can quickly find or filter Teams users in the list of experts and see information on their availability. With one click on the contact, calls can be initiated, for example, or end customers transferred.

• Reduced Costs  

You no longer need an expensive PBX with the use of the Microsoft Phone System and integration of back office employees in the public telephone network via the "Direct Routing" feature. Telephones on desks become obsolete as well, since the Teams Client can be used as a full-featured softphone.

• One Interface

With novomind iAGENT all interactions with customers are covered across all available channels in one interface – from chatbots through email management, chat and video chat up to social media.