A Microsoft Teams integration for Twilio Flex using Ciptex RACE
A Microsoft Teams integration for Twilio Flex using Ciptex RACE
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A Microsoft Teams integration for Twilio Flex using Ciptex RACE

Making it easy for staff across your organisation to communicate

About

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.

 

Features include;

 

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.

Flex and Microsoft Teams users work together anywhere

Flex Agents can see both the company directory and the presence status of Teams users in their organisation. Teams users can transfer calls to Flex, but desktop unity prevents interruptions when an agent is busy.

Choose how your Flex agents receive calls

Flex agents can receive calls using WebRTC, or Teams, or a handset Agents can use Flex as their main desktop application or embedded within Teams. Flex from the office, at home or hybrid.

Easy setup in just 3 clicks

One time integration for Microsoft directory and Teams presence by a customer administrator within Flex admin. Unlimited possibilities with programmability.


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Ciptex Limited
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Ciptex, based in Manchester, England. Ciptex designs builds and manages bespoke communication platforms for organisations that want to provide a leading-edge customer engagement experience.
www.ciptex.com

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