The company is a leading provider of cloud-based communication services, offering a range of solutions that integrate with Microsoft’s suite of products. These solutions included hosted versions of Skype for Business, Teams Phone System, and Cloud PBX, as well as innovative contact centre solutions. All of these solutions were designed to work together seamlessly, to provide businesses with the tools they need to communicate effectively.
Challenge
The customer wanted to integrate their call centre management system with their CRM system, so that customer data could be updated in real time. The call centre management system was based on Microsoft Teams, and the CRM system was Microsoft Dynamics 365. The customer wanted a quick and easy integration, with no loss of functionality. They also wanted to avoid any disruptions to their current processes.
Solution
To solve the customer’s challenge, we built a custom solution using Microsoft Power Apps. The solution is designed to dynamically pull data from the customer’s CRM system, and can be embedded directly into their existing MS Teams app. This allows for seamless integration and real-time updates, without disrupting the customer’s current processes. The solution is also highly customizable, so it can be tailored to the customer’s specific needs.
Impact
The solution allowed the customer to monitor calls in real time, providing valuable insights into agent performance and customer satisfaction.
The ability to track agent performance helped the customer retain customers and grow their business.
It also allowed them to listen in on calls and provide feedback to agents in real time. This helped them quickly address any issues and improve the overall quality of their customer service.
The solution provided powerful call analytics capabilities, such as the length of calls, the number of transfers, the number of hang-ups, and other metrics.
This solution helped agent productivity, as agents were able to better understand their goals and work more efficiently. As a result, customer satisfaction also improved, as calls were handled more quickly and effectively.