C360 MODULE:

Contact Centre

Manage your customer interactions more cohesively with the Roger365 Contact Centre solution for Microsoft Teams.

Why choose contact centre services for your business

%
of customers use three or more channels to communicate with one company
%
of consumers cited “multiple options for communicating” as the most important feature of a company’s customer service department
%
of customers would switch to a different company if it could provide better CX
%
of customer service employees say switching between multiple communication channels has made it
challenging to meet customer needs

Upgrade MS Teams to a Contact Centre Platform

Take your communication game to the next level by upgrading MS Teams to a fully fledged Contact Centre with C360. Transform ordinary conversations into seamless customer interactions with enhanced features like call management, monitoring, and analytics.

The Contact Centre module will add functionalities such as calling agents, supervisor and reporting, all seamlessly integrated into Microsoft Teams elevating your team's efficiency and customer satisfaction levels. 

Key features

Presence Synchronisation

 Agents MS Teams presence (available, away, busy) reflected in the contact centre to indicate their readiness to handle calls or chats.

Agent Routing Methods

Calls can be delivered to agents using Serial, Parallel, Round Robin or Longest Idle routing.

Caller Prioritisation

Leverage your Contact Centre with skills based routing, priority based routing, preferred agent and last called agent with callback options.

Attendant Console

Check colleagues availability quickly and  transfer incoming calls with ease. If unavailable, send a callback request. 

Combining AI

With Speech-to-Text functionality, your callers can speak directly to your IVR instead of pressing digits.  

Post-Interaction Management:

After an interaction, agents enter a 'Wrap Up' time to complete any follow-up tasks, with adjustable times to ensure thorough handling of customer needs.

Support your agents with the Supervisor function

The supervisor function enables supervisors to assist and inspire call center representatives in addressing inquiries, managing complaints, and delivering exceptional client support.

This feature encompasses the ability to monitor the live queue and call center statistics. In instances requiring intervention, supervisors can actively participate in the call or discreetly utilise the whisper functionality to offer assistance to agents.

Social Media Integration

Plug-in all your social media platforms, whether it’s a web-based chatbot, text messaging, WhatsApp, or Facebook, all interactions can be managed and replied to directly from Microsoft Teams.

Seamless integrations and enhancements bespoke to your business needs 

C360 stands as a pinnacle of adaptability, seamlessly integrating with leading CRM systems and Microsoft PowerApps to offer bespoke communication services. By harmonising with CRM platforms, C360 enhances customer relationship management, providing a comprehensive view of interactions for personalized engagements.

The integration with Microsoft PowerApps empowers users to weave custom applications into their communication workflows, tailoring services to unique business needs. This collaborative integration not only streamlines operations but also unlocks the potential for businesses to create bespoke services that align perfectly with their objectives.

Data driven decision making

With the reporting capabilities of C360, you will get a complete overview of how efficiently your Contact Centre is performing.
  • Customisable Reports: View custom reports based on various data points, such as queue statistics and agent performance
  • Queue Analytics: Includes heat maps and summaries that provide a visual representation of call volume and agent activity.
  • Agent Summary: Provides detailed analytics on a per-agent basis, including their presence states, call handling metrics, and a comprehensive log of all their interactions and status changes.

Contact Centre FAQs

Got a question?

If you'd like a to speak to one of our team about any of our modules or services, please leave your details below and we'll be happy to talk to you further and give you a free, no-obligation demo.
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Adnan Khan

Head of Service Delivery
Adnan joined Conversant Technology in 2018 and is head of Service Delivery. He focuses on making sure our solutions are configured and implemented on time and our customers have a seamless journey from sales and project scoping all the way to through to going live and handover.

Adnan has been in the communications Industry for over 10 years, working in different capacities in sales, support and service delivery.

Stephanie Scholtz

Marketing Manager
Stephanie has worked in Marketing for over 5 years specialising in content and SEO marketing. Starting with Conversant in April 2023 as their Marketing Manager, she is also studying towards her L6 Degree in Professional Marketing with the Chartered Institue of Marketing. 

Simon Nakra

CRO
Simon is responsible for the overall sales and marketing at Conversant Technology, focusing on working with his team to help customers with their unified communications journey. With over 20 years of sales, marketing and account management experience and has spent the past 10 years helping companies and organisations unify their communications strategy by adopting Microsoft solutions (Lync, SfB, Teams).

Simon has worked across key sectors such as education, NHS, legal, finance, and public sector organisations, giving him an excellent understanding of the challenges companies face when it comes to remote and hybrid working.  Simon’s approach is to always put the needs of his customers first, becoming a trusted advisor and acting as the central point of transparent communication between Conversant and the customer.

Simon joined Conversant Technology at the beginning of 2019 but has worked with Patrick and Stanley since 2013 on various projects.

Patrick Copping

CEO and Director
Patrick Joined Conversant Technology in 2017 and is the majority shareholder. A veteran of the communications industry, Patrick has over 20 years of experience working within the Unified Communications, Software Development and Microsoft Technologies sectors.

Patrick started his career at BT where he ran outsourced Contact Centre operations for blue-chip customers.  After leaving BT, he worked within the Contact Centre and Communications software markets providing Contact Centre and Communications software to organisations.  Patrick was one of the pioneers in delivering solutions utilising the Software as a Service (SaaS) model.

Patrick is responsible for the overall management of Conversant Technology, focusing on the strategic direction of the business, its portfolio, and strategic partners.