Improve first contact resolution and customer engagement - agents using Flex can easily contact colleagues or workgroups outside of the contact center team.
With a MS Teams presence directory in Flex, they can decide when it's the right time to reach out to get support.
Whats more, customer calls received on MS Teams anywhere in the organisation can be transferred back into the Flex contact center.
With the ability to see what a colleague is up to, contact being handled ahead of making a transfer, there are opportunities to create enhanced customer journeys based on resources available at that moment in time.
Immediate ROI benefits for those with an investment in MS Teams. RACE for Teams will leverage your organisation's licencing and can help reduce call costs. Ciptex can advise how.
Unlock competitive advantage by creating new customer experiences using the Twilio programmable platform.
Staff status in MS Teams and Flex, and vice versa, synchronised cross organisation presence and activity;
Track end-to-end customer calls including transfers from MS Teams to Flex, to support continuous improvement and compliance;
The contact center can transfer to, or "conference in", colleagues on MS Teams from within their Flex desktop, reducing misdials or “hold time” during those important customer conversations.
Choice of ways for contact center agents to take voice calls , the Twilio Flex WebRTC desktop, within the MS Teams desktop app itself, or on a standard phone handset;
Simple wizard GUI 3-click set-up process administrators to link numbers.