Back-office integration via Microsoft Teams

Excellent customer service often requires a key 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

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MS Teams

Direct access to valuable team knowledge

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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.

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We look forward to your email!

We look forward to your WhatsApp message!

Telephone

We look forward to your call!

Just pick up the phone!

Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

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Message

We look forward to your email!

We look forward to your WhatsApp message!

Telephone

We look forward to your call!

Just pick up the phone!

Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

Back

Message

We look forward to your email!

We look forward to your WhatsApp message!

Telephone

We look forward to your call!

Just pick up the phone!

Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

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Back-office integration via Microsoft Teams

Customer service meets collaboration

novomind iAGENT meets Microsoft Teams

Immediate access to valuable knowledge

Here's how it works:

Our features & benefits

High-quality service

Increased customer satisfaction

Cost savings

Seamless cooperation

novomind iAGENT modules for omnichannel customer service

Analytics

Call

Chat

Chatbot

Claim

Mail

Messaging

MS Teams

Videochat

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

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

Message

We look forward to your email!

WhatsApp

WhatsApp

Telephone

Just pick up the phone!

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