MetriNote – UJET Adds Microsoft Teams Integration

Published on: May 31, 2023

Author: Beth Schultz, Vice President of Research and Principal Analyst

May 23, 2023 – UJET has announced a Microsoft Teams integration for its cloud Contact Center-as-a-Service (CCaaS) platform. Via Teams, agents will be able to reach out in real-time—i.e., during a customer interaction—to subject matter experts (SMEs) who can help address an inquiry or resolve a problem. Additionally, SMEs will be able to handle customer support calls within Teams. Agents will be able to find SMEs using a directory, seeing their availability via presence sync. Toward reducing manual handoffs, the integration also supports the ability to route interactions directly to SMEs set up in Teams groups.

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