UCaaS Integrations

Benefits of a contact centre UCaaS integration:

• Concurrent agent state on unified communications and contact centre platforms prevents conflicting calls and ensures routing to available agents.
• Give agents a single login for all tools and interfaces, so they have a seamless experience.
• Simplify your technology stack with platforms that offer simple licencing, scalability, and low capital expenditure.
  
  

UCaaS integrations to connect your workforce

With synchronised presence and instant engagement, help agents collaborate internally. Make it simple for them to show as unavailable for contact handling – resulting in reduced average hold time and improved CSAT scores.

• Reduce agent distractions by providing a unified interface that integrates directly into their contact centre desktop.
• Automatically synchronise presence information and ensure that agent availability is consistent and consolidated across UCaaS and your contact centre.
• Support informal agents by enabling them to handle customer contacts in a structured, fully integrated manner. Route calls to informal agents anywhere, on any device and track and report on contacts routed to employees outside the contact centre.
• Enable agents to reach out to subject matter experts anywhere in your organisation, in real time, to resolve increasingly complex customer interactions.
• Simplify implementation and maintenance with pre-built integrations that are ready to deploy and can scale seamlessly as your requirements change.