The situation

Customer service teams often face fluctuating agent availability, causing long wait times and inconsistent routing.

The trigger

A Teams chat request comes in from the website.

How it works

  1. A customer initiates contact (phone/chat/WhatsApp/email).
  2. ROGER365.io checks agent Teams presence and skills.
  3. The system routes the interaction based on availability and priority.
  4. The agent receives full context and handles the interaction.
  5. The system logs the interaction in the CRM/ITSM automatically.
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Agendar reunión
Michael Brugge

Product Manager

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Features

Features used

The following core capabilities are activated to deliver this workflow and drive measurable business impact.

Feature

Contact center routing

  • Easy answering & transferring calls
  • Presence & Calendar insights
  • Contact search & Favorites list
  • Caller identification
30%
improvement in customer satisfaction
Feature

Attendant Console

  • Easy answering & transferring calls
  • Presence & Calendar insights
  • Contact search & Favorites list
  • Caller identification
50%
improvement in customer satisfaction
Use cases

See how ROGER365
solves real challenges

Explore practical examples of how organizations across different industries use ROGER365 to streamline communication, automate workflows, and deliver better experiences for customers and teams.

All use cases

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