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
How do end customers want their information from customer service? Preferably immediately, and, in every case, correctly and reliably. 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.
How novomind iAGENT and Microsoft Teams bring more efficiency to every customer service
Immediate access to valuable knowledge
Here's how it works:
Complex enquiries from end customers can be solved quicker, by involving specific experts from across the company – regardless of location.
By involving the back office, your company can improve key KPIs, such as first contact resolution and the customer satisfaction score.
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.
Agents can quickly search for Microsoft Teams users in the expert directory in the novomind iAGENT Desk and view information on their availability. For example: a call can be forwarded to the contact by clicking on them.
Let’s get in touch
Let’s get in touch
Let’s get in touch
Let’s get in touch
Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
Let’s get in touch
Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
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