Dialogue Cloud

Extension Window for Microsoft Teams

Note Additional Anywhere365 (Web) Extension Window license required.

Introduction

An interface between a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. and CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers., or any other system, might significantly improve the service provided to a caller and the productivity of the Agents. The Caller is identified based on the Caller ID. When the caller is known the CRM data is presented to the Agent at the same time as the call, the Agent does not have to search for it saving valuable time for both Caller and Agent.

 

To provide the Extension Window for Microsoft Teams, we utilize the following products and components:

 

With this we can provide the following key features for the Extension Window:

  • Timeline, Learn More

    See the whole customer journey from accepting to forwarding and closing the call

  • Calendar, Learn More

    See availability from colleague’s Teams client and simply drag and drop contacts to them

 

Overview