Skype for Business is a powerful unified communications tool, but can it run a world-class contact center?
For the simplest of needs, Skype for Business has “response groups” where you can group similarly skilled agents together, and route specifically called inbound numbers to a group of agents. It is a hunt group where agents who are “available” get calls to their desktop/handset. Agents who are “busy” or “in a call” don’t get bothered. This is widely implemented for IT Help Desks, and for simple call centers as well. Other organizations require a more robust contact center solution and that's where Enghouse comes in.
From the IT Director's perspective see how HarborOne Bank below greatly increased their client satisfaction as well as streamlined communications below:
"Skype for Business allowed us to ditch the clunky desk phones in favor of softphones, not only eliminating the physical phone but allowing us to use features like click-to-call straight from Dynamics 365 as well as Unified Communications in Exchange. Integrations with Enghouse allowed us to build our own auto attendants and call queues, which helps us to provide a better experience for our customers. Our agents like it as well. No more dialing of phone numbers, and we hope to leverage autodialing and call campaigns in the near future. We now have a fully integrated communications platform with the other Office 365 applications that we utilize on a daily basis”
Mike Gottholm Kimley Horn
An everyday example of how the integration of Enghouse and Skype for Business can resolve outpatient problem more quickly, and efficiently decreasing cost and increasing the patient experience.
What do you do when response groups aren’t enough? Like our many clients, you can use Enghouse Touchpoint to add intelligent routing and queuing to Skype for Business in order to re-imagine traditional customer service models. With IM/ presence, chat and video enabled via Skype for Business, you can deploy a collaborative contact center that unlocks the expertise within your organization.
For example, a leading online university deployed a collaborative contact center solution to cut a process that took 9.3 days on average to just 15 minutes. Call center agents couldn’t have access to financial aid information, and financial aid personnel couldn’t be tied up on the phones all day. But with a collaborative contact center solution, the sensitive data stayed in the right hands and the agents could do what they do best: customer service. The key – unlocking the expertise of the financial aid office by connecting the call center to them via IM.
Want to dramatically cut your response time?
Client case study: Improvement in average resolution time for incoming student financial aid questions for a prominent University.
With the Collaborative Call Center Solution: