In recent times, due to the restrictions caused by the Pandemic, companies all over the world have been suddenly forced to reinvent their working environments and shift their communications to the Cloud. From a business perspective, creating new environments that bring together multiple services to easily complete daily tasks has become a need. People are now used to work in different locations. Having all the information and all the applications needed in a single hub plays a crucial role in their productivity and, consequently in the business growth. They manage to be more concentrated on their activities, as the time they had to spend switching from one application to another is reduced.
In recent years tools such as Microsoft Teams and Zoom, have rapidly become very popular because of the simplicity with which they allowed remote interaction and collaboration. But this turned out not to be enough for the businesses willing to transform their entire UC in those platforms… To meet the current need of having all the necessary services at fingertips, these platforms have had to evolve into huge ecosystems where companies can find the applications employees use daily. For example, third-party contact center solutions can be integrated into Microsoft Teams and Zoom to add their advanced UC features to the standard native ones. They can also be integrated with CRM and Business Intelligence software to help agents promptly manage conversations at their best.
“Isn’t it much more comfortable to immediately know who is calling, their personal details (e.g. order data and previous requests list) instead of manually searching for this information in several company’s applications? Having a contact center integrated with the corporate CRM in Teams or Zoom makes agents’ life easier: it helps them be more productive and makes callers more satisfied with the provided services. This can have a direct influence on first call resolution rate”, explains Mauro Franchin, CTO and Founder at Mida Solutions.
Of equal relevance is the integration of the contact center with analytics tools, such as Power BI and Excel, because it allows companies to consistently monitor UC data to plan the best strategic actions to improve their services.
“Being aware of service weaknesses and monitoring agents’ KPIs are crucial activities companies should not leave out or underestimate. UC reports should be periodically analyzed to catch important business information which requires attention and probably would not have emerged without this activity.” highlights Mauro Franchin, “Mida has recently presented a new advanced reporting solution, Mida Call Analytics, that helps highlight key information as, for example, if agents need extra training sessions or if the number of operators isn’t adequate to efficiently manage all the requests”.
These are only a few examples of the aspects companies can benefit from in these new working environments. Their possible integrations are an added value for business growth!
Do you want to understand how to integrate all this into your business communications? Contact us now to discuss your project!