Geomant’s cloud-based solution, Contact Expert (CE), leverages maximum value from an organization’s existing Microsoft investment by uniting all the Unified Communication (UC) features of Office 365 with enterprise-class inbound/outbound contact centre capabilities. Businesses working within an Office 365 environment can now benefit from powerful multichannel contact, intelligent call routing and queuing, IVR, call recording and callback, as well as comprehensive reporting, management and supervisor tools – all on one scalable and highly flexible platform.
While other providers may claim close integration with Microsoft’s Office applications, Geomant’s CE has been developed using Microsoft’s Unified Communications Managed APIs (UCMA), making it one of the very few solutions that can genuinely boast true native integration with Skype for Business. With such high level integration, CE can leverage the powerful presence features in Skype for Business to enable real-time collaboration between colleagues, supervisors and subject-matter experts to ensure contact resolution across all touch points – first time around.
With CE, powerful multi-media contact centre functionality no longer has to be a separate, stand-alone entity that runs alongside Office 365, but becomes an integral part of it, making employee interactions collaborative, engaging, and accessible from just about anywhere. Working seamlessly as one, CE and Office 365 empower organizations to make and record, outbound calls, or send automated notifications via voice, email or text, while Customers can make contact with organizations via voice, email, web chat, video, or social media applications, such as Facebook. Agents, too, can move effortlessly between channels, taking calls from customers, while at the same time checking the presence of colleagues, conferencing subject matter experts into calls and sharing their screen with others. CE also makes it easy for supervisors to chat to agents or others in the enterprise while monitoring and reporting on the quality and productivity of their operations.
Offering its considerable benefits directly from the Cloud, CE has a simple Pay-As-You-Use model so that that organizations can flex and scale rapidly to respond to evolving demands and new requirements. And with no servers or software to continually upgrade and maintain, businesses can simplify their IT and significantly reduce their capital budgets.
As businesses increasingly need to optimize their interconnectedness and enhance the customer journey with a low effort experience, Geomant’s Contact Expert, together with Office 365 – provides the means to make this happen.
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