Back-office integration via Microsoft Teams

Excellent customer service often requires a top expert from the relevant specialist department. Microsoft Teams is integrated into the novomind iAGENT customer service software so that agents can quickly access company expertise when needed.

An end to silos

Customer service meets collaboration

Preferably immediately, and, in any case, correct and reliable – that’s how end customers want their information from customer service. In order for companies to meet this demand, customer service can never be a task for a single department. Efficient collaboration between agents and experts is crucial, so that the knowledge possessed across your entire company can also be available to the customer service team.

novomind iAGENT meets Microsoft Teams

  • To help knowledge be shared, we combine our intelligent contact centre functions, such as skill-based routing and queue management, with the diverse collaboration tools of Microsoft Teams.
  • The service team can simply search for suitable experts to deal with the customer request and view their availability in real time. Additional customer information is shared with the expert in Teams via the novomind iAGENT app.

Immediate access to valuable knowledge

Here's how it works:

  • The agent accepts a call in the novomind iAGENT system.
  • Via the Teams address book integrated in novomind iAGENT Desk, they can view the availability of the experts from the back office and talk to them directly.
  • All the information available on the caller is displayed to the colleague in the back office in Teams via the novomind iAGENT app.

Our features & benefits

High-quality service

Complex enquiries from end customers can be solved more quickly by involving specific experts from across the company - regardless of location.

Increased customer satisfaction

By involving the back office, your company can improve key KPIs, such as first contact resolution and the customer satisfaction score.

Cost savings

Think you need an expensive on-site telephone system? The Microsoft phone system and connection to the public telephone network make this superfluous. Thanks to the Teams Client and fully-fledged softphone, having telephones on back office desks is a thing of the past.

Seamless cooperation

Agents can quickly search for Microsoft Teams users in the expert directory in the novomind iAGENT Desk and view information on their availability. A call can be forwarded to the contact by clicking on them, for example.

novomind iAGENT modules for omnichannel customer service

novomind iAGENT

Analytics

Optimal processes at the contact service centre

novomind iAGENT

Call

The intelligent solution for the voice service channel

novomind iAGENT

Chat

The fastest way to help customers

novomind iAGENT

Chatbot

The fully-automated 24/7 answering service

novomind iAGENT

Claim

Seize opportunities and turn critics into fans

novomind iAGENT

Mail

For transparency and consistent quality

novomind iAGENT

Messaging

A very personal approach to customer communication

novomind iAGENT

MS Teams

Direct access to valuable team knowledge

novomind iAGENT

Videochat

Show your face – create trust

How can we take your customer service to the next level?

Want all the information at a glance? You can find it in the novomind iAGENT product flyer.

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
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