Contact center platform UJET is releasing its latest contact center integration with Microsoft Teams which allows front-line agents to collaborate effortlessly with internal experts, the company said. This translates to an accelerated resolution of complex customer issues and improved service delivery.

The integration allows internal experts to handle support calls within Teams, creating a frictionless experience for experts, customers and agents, while increasing operational efficiency. Agents will be able to leverage UJET’s advanced routing capabilities and the communication features of Microsoft Teams. They’ll have access to internal experts in real time.

UJET’s Anand Janefalkar

Anand Janefalkar, founder and CEO at UJET, said the adoption of Microsoft Teams as an enterprise collaboration tool is accelerating.

“By integrating UJET with Teams, our customers can extend the functionality and power of UJET’s contact center platform to experts across the organization for streamlined customer service operations,” Janefalkar said. “This eliminates friction and frustration for agents and customers alike, and enables faster resolutions and better customer service outcomes overall.”

UJET Contact Center Platform Incorporates High-Quality Voice

In addition, this integration empowers organizations already utilizing Teams internally to unify business data and resources. This results in improved customer experiences, the company said. Key features of the integration include directory and presence sync, high-quality voice service, and streamlined handoff and resolution.

Robin Gareiss, Metrigy’s CEO and principal analyst, points out another benefit or the UJET contact center integration.

“The UJET integration makes it much faster and easier for experts to help agents resolve complex or unique customer issues: 47% of companies say back-office experts help agents solve problems,” Gareiss said. “But there is another key benefit: The agents themselves are valuable to providing real-world insights for sales and marketing strategies, product development, and more – and they can easily do that when they’re using an integrated collaboration platform.”