Bring remote colleagues together
Connecting Liberty Converse with Microsoft Teams can streamline the agent experience and offer more effective collaboration and improved productivity. Plus, you can reduce the work stress on your remote agents as your systems develop and change.
Get to the experts faster
You can route calls to agents over Teams, using either the integrated softphone, or a PSTN number – regardless of location. Agents can launch Teams chats with other agents or people in other departments and calls can be routed to agents over Teams, using either the integrated Softphone, or a PSTN number.
Presence – know where your experts are
Agents are able to see any colleague’s Teams presence. They no longer struggle with transferring calls because they can see when a user is busy on another call or in a meeting with their availability status and agent busy codes. This allows them to deliver a more effective customer experience, with more efficient resolutions and fewer pinch points or gaps in your systems.
- Reassure agents that they always have access to colleagues
- Intelligently automate routing based on familiar Teams presence status and busy codes
- Reduce the burden of internal and external communications for remote agents
- Leverage low impact, high quality voice enablement
- Streamline the agent experience
You may also like
Low-code software for business users and developers. Unite your innovators on one system to improve processes and build better customer experiences.
The race is on to win the new battle in CX… Remote working is here to stay. Now, how do we integrate Teams to ensure better customer journeys?
Many people with limited digital experience are now reliant on digital for everything. They’ve gone from novices to veterans overnight. Here’s what features we’ve added to Converse and Connect to address the next normal.