In recent years, most organizations have rapidly adopted hybrid working. In addition, Microsoft Teams is often chosen as the basis for internal location-independent communication. Now that organizations have become accustomed to hybrid working and Microsoft Teams is established, we see this trend continuing at more and more customer contact centers.
Increased popularity of Microsoft Teams
Microsoft Teams is a frequently used means in which you can chat, (video) call and meet inside and outside the organization. Links also make it easy to collaborate on files and documents from Within Microsoft Teams. It is possible to use third-party apps within the Microsoft Teams environment.
Commercial Director Wim Pullens: “Unexus adds the missing software that leads to better accessibility, customer service and integration with Microsoft Teams. With Unexus Connect for Teams you ensure your company of an efficiënt contact center from within Microsoft Teams, or with integrations of Microsoft Teams. The last couple of years we have already successfully realized integrations with Microsoft Teams for various customers.”
Unexus Connect for Teams
We offer an omnichannel communication platform that gives you a broad view of all communication channels with insightful reporting and monitoring. Create more overview, efficacy, user-friendliness and internal consistency by using Microsoft Teams as the base of your contact center.
By adding Unexus Connect to Teams, you derive insight into employee availability and increase convenience for the customer care user. It makes it easy to connect calls internally. Easily find the right colleague for a specific question and see the availability of others.
There are also technical advantages by integrating of Unexus with Microsoft Teams. Implementing Teams Calling is possible. Receive calls from within and outside your organisation. Finally, Microsoft Teams can be used as a softphone to make calls from the laptop or PC.
Unexus Teams Client
If desired, back office employees can use the Unexus Teams Client within Microsoft Teams or on their mobile. This makes the Unexus telephony functions, such as switching in or out of a group and outgoing number selection, easy to use within the Microsoft Teams environment.
Several customers are already using the integration with Microsoft Teams and given the enormous flight that Teams has taken, we expect that more customers will use this integration over the coming years.
Create your own contact center using Unexus Connect for Teams
Optimal accessibility, that is what your customer expects from you. How do you best organize this in times of hybrid working? And how can you develop a further integration with Microsoft Teams?
We wrote a white paper about challenges you may encounter when implementing Microsoft Teams within your KCC.
In addition to our existing integrations with Microsoft Teams, it is now also possible to use the Unexus Connect platform from within Microsoft Teams. We call it the Unexus Teams Client.
In this collaboration with Microsoft, we have synergized our technology with Microsoft Teams in order to offer the user a single platform. Users of the Unexus Teams Client have access to communication flows and specific functionalities of Unexus Connect from one central application.
Unexus has entered into a strategic partnership with CM.com to offer the WhatsApp Business Solution in its platform through CM.com. With the partnership, Unexus underscores its commitment to finding solid partners that add value to our clients. The WhatsApp Business Solution is a valuable and effective channel to strengthen customer service and improve business results.
As our customers have come to expect from us, we are leading the way in integrating (business) applications with our Unexus Connect platform. Unexus Connect from now on also offers integration with Microsoft Teams. No more guessing about the presence status of colleagues or getting transferred calls during a Teams meeting. Working with Unexus Connect and Microsoft Teams helps to take collaboration in your organisation to the next level.
We have become specialists within the housing corporation sector. In this context, we are proud and delighted to announce that we recently welcomed our 50th housing corporation as a customer. We know what is going on in the sector and work together with our customers to perfectly meet their needs, now and in the future. A milestone has been reached; now on to the next 50 housing corporations!