Unified Communications as a Service (UCaaS) integrations

Unified communications integrations with your contact centre software

Connect your contact centre to leading unified communications tools, and bring your platforms together in a single, unified agent interface. Help your agents to get connected in minutes with leading UC platforms like Microsoft Teams, Fuze, and more. Access the contact centre agent desktop, video, softphone, collaboration, chat, employee information and file management from within a single agent view with pre-built adapters that seamlessly integrate your UC tools and your contact centre interface.

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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.

Bring your front office, back-office, and branches together with our UCaaS integrations

Route 101 can help you to build and expand your customer engagement eco-system. Bring your front office, back office, and branches together with UCaaS and CRM integrations, and add functionality as needed with off-the-shelf integrations and open APIs.

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.

UCaaS and CCaaS integration

  • Seamlessly integrate leading UC tools with your contact centre interface

  • Presence sync reflects and agent’s status on the UC tool to the agent interface, and vice versa

  • Update new and expired user information automatically with address book and directory sync

What our contact centre customers are saying...

UCaaS integrations to make your entire organisation accessible

Resolve increasingly complex customer interactions with single-click call, chat, and email to reach anyone in your organisation.

  • Easy click-to-dial functions support warm hand-offs
  • Access a one-click, intelligent directory of your organisation with a single agent interface
  • Increase first contact resolution rates by minimising failed call transfers and consult attempts with unavailable resources

Here's one we made earlier...

With a pre-built solution, you can reduce the costs in building a custom UCaaS integration and speed up the time to deployment.

  • Reduce your IT costs with a pre-built, well-tested integration that can be deployed at speed
  • Maintain a familiar cloud environment using the same tools, integrated seamlessly
  • Meet changing contact centre requirements with inherent flexibility and scalability

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Trustworthy advice on the latest tools, platforms and strategies to transform your contact centre

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