Resources

Customer interactions can be a rich source of information – if you can capture it. Today’s omnichannel business landscape means that customers will get in touch via a range of channels. Sometimes they’ll pick up the phone, and other times they’ll just want to send a quick SMS or WhatsApp. So how can organizations convert all these scattered interactions into a consolidated 360-degree view of the customer?

Your global customers want the ability to get assistance whenever they need it, and in the most convenient way. As a result, WhatsApp has become a popular way for customers to get in touch. However, the informal nature of these communications means that key information is spread across numerous messages and conversations. Using ROGER365.io’s new ready-to-use AI-powered summary generation for WhatsApp feature, you can give everyone a clear overview.

Voice calls are perhaps the most natural way for many people to communicate, so most organizations offer phone support for customers. While it’s a convenient way to ask questions and resolve issues, it’s hard to extract the information about these interactions and save this knowledge to resources like CRMs. Is ready-to-use AI tooling the answer to relieve customer service agents of this burden?

This whitepaper provides organizations with an overview of the most popuar contact Centers in Teams. It provides an overview and comparison based on features such as the connection models (extend, connect power), overview of the most popular contact center providers, comparison of features. We end with tips on how to get to the right choice for your organization.

There’s a lot of potential for increasing productivity with an AI-supported contact center. However, organizations are also wary of investing too much time or resources in developing a customized solution – especially with no clear benefit or demonstrable value. To kick-start your AI strategy, we’re going to show you what we already offer with our AI-enhanced Teams Contact Center.

All the signs are looking good: your customer base is expanding, and your core team is starting to grow too. This stage in an organization’s growth is highly dynamic, with rapidly changing needs and shifting responsibilities among colleagues. However, there’s a real potential for this promising growth to be constrained by an inability to handle increasing customer contact demands adequately with your current setup. What’s the answer?

Whether you operate regionally or across the globe, omnichannel contact makes it easier to resolve more queries, conveniently. WhatsApp is particularly popular worldwide, making this the ideal channel for global engagement. Thanks to the AI-powered auto translation feature offered by the ROGER365.io Teams Contact Center, you can support customers around the world with WhatsApp in their own language – at the highest level.

At ROGER365.io, we always like to keep our finger on the pulse of innovations in enterprise communications, often by attending major industry events and talking with experts across the sector. We had such an opportunity at Enterprise Connect 2024 - the #1 event for the communications and contact sector. In this blog, we share the biggest developments in technology and groundbreaking new trends from Enterprise Connect 2024.

There are clear and pressing reasons why organizations use WhatsApp for contact with customers, and it’s increasingly expected that you’ll support it. But, in the rush to support WhatsApp, many organizations have found themselves needing to juggle ‘regular’ contact channels alongside newer additions like WhatsApp and others. As we’ll explore, using WhatsApp in a separate window can mean that you miss out on much more than you may realize.

More businesses are waking up to the realization that a Teams Contact Center can provide considerable advantages over inflexible and costly ‘traditional’ call center or contact center subscriptions. No longer limited by the prescriptive subscription packages of legacy Contact Center as a Service (CCaaS) providers, organizations are now free to use a more nimble and adaptable contact center - one built on top of the firm foundation of Microsoft Teams.

Microsoft Partners have immense value for businesses that want to extract the greatest advantage from Microsoft 365. Partner resellers are a guiding light for business; they understand the needs of each company and lead them through a tangle of complex technologies - eventually giving them a complete system that fits their business needs. And, of course, with Microsoft 365, this also means room for future growth too.

Of all the major shifts affecting the dynamic between businesses and their customers in recent years, perhaps the most significant is the move towards ‘omnichannel’ contact. This has only accelerated when hybrid and remote working became the norm. Your business can support omnichannel contact and generate entirely new value sources by using ROGER365.io alongside Microsoft Copilot to unlock the hidden potential of Microsoft Teams as an AI-powered omnichannel contact center.