Competella:
A Contact Center Solution for Microsoft Teams
The Competella Contact Center Enterprise solution is a cloud-based add-on to Microsoft Teams that helps organizations simplify and consolidate their legacy telephone system into a Microsoft Teams Calling solution.
A cloud-based add-on
The Competella Contact Center Enterprise solution is a cloud-based add-on to Microsoft Teams Telephony solution. The solution helps organizations simplify and consolidate their legacy telephone system into a Microsoft Teams Calling solution.
The agents can, with a multi-queue membership, receive calls from the skills that suits the best. Agents benefits from the 360º overview to provide superior customer service. This 360º overview consists of agent status, queue status, calls in queue, contact journey, contact history, subject matter expert presence and possibility to integrate with CRM systems. With this solution the agents, and the rest of the organization, is empowered with the required information to provide the ultimate customer service and optimize resources.
VENZO has many years of experience working with Competella products to help streamline customers’ communication and enables organizations to move from traditional corporate switches to multimedia and mobility communications which increases efficiency and managed availability.
It is also worth noting that:
- The solutions are built on Microsoft application framework and Teams API
- Competella is fully dedicated to developing Contact Center and Attendant Console solutions
- Competella offers a standardized and packaged service with fast and simple deployment, and easy operation.
- Competella is a Scandinavian solution, with offices close by in Copenhagen, Stockholm and Oslo.
- 24/7 support
- Stable and secure service certified by Microsoft with Premium Support Agreement
Competella features
Recording
Follow up on conversations with your contact center staff. The Recording feature can be used for training purpose, to follow authority regulations and to investigate inappropriate calls.
AVA – Availability Voice Agent
With the AVA, the callers have the possibility to get an automatic notification when a person is available again, and can choose to be connected to, for example, customer service. It works like a personal secreteray that automatically provides good service to your customers if you are not currently available.
Survey Integration
Customer service is a key feature for all companies. With the Survey Integration solution, you get important information about the call that you can send to 3rd party and follow up how the service/call went and what things needs to be improved.
CRM Integration Gateway for Salesforce and Microsoft Dynamics
The CRM Gateway provides the Competella Contact Center Enterprise agent with valuable, instant information about the caller by automatically looking up customer information in Salesforce or Microsoft Dynamics when the agent answers. The CRM Integration Gateway can also be used for both routing and prioritization of calls based on CRM lookup data. Competella CRM Gateway is developed as a ready-made solution for Microsoft Dynamics and Salesforce and uses an API from Competella. The API is open, which means that it’s easy to integrate with other CRM systems.
Customized Wallboard
The ability to build your own wallboard with the help of an open API. This allows you to measure quality and retrieve Quality Monitor data in real-time.
Other features
- Easy and fast onboarding with Teams
- 360º Overview
- Rich client – advanced call handling
- Automatic call distribution
- Cherry pick calls from queue
- Multi queue membership
- Position in queue announcement
- Outbound manipulation of A-number
- Wrap-up codes
- Supervisor force agent state
- Advanced IVR (also as stand-alone solution)
- IVR Callback – queue buster
- Web initiated Callback
- Rich web-based statistics
- Report scheduling – sent by e-mail
- Realtime web Quality monitor
- Web administration of skills, call flow etc.
- Teams Presence overview
How about a chat?
For any questions regarding our services or how VENZO can help you, just book a chat or reach out to Kenneth Weber at +45 5157 8094 or kwe@venzo.com.