NexComm enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a full Contact Center Solution.
Better Customer Engagements
NexComm enables companies to interact more effectively and efficiently with their customers through omnichannel engagement options.
Meaningful Reporting Tools
NexComm enables managers and business owners to have a real granular overview of their business's performance through enhanced reporting tools.
Enterprise Technology to the Rescue.
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Published: 12 May, 2021
Microsoft Teams has been a key enabler of enterprise communications and collaboration for organizations worldwide, but when Microsoft technology is enhanced with NexComm it can provide a lifeline for businesses struggling to maintain a high level of customer service.
NexComm, powered by CC4Teams, improves First Call Resolution rates, links together customer service agents scattered across multiple locations, and provides businesses with a powerful, tailored solution to support both on-premise and remote contact center operations.
Microsoft Teams meets an Omnichannel, Enterprise, Call Center Solution.
BLOG ARTICLE
Published:
NexComm enhances Microsoft Teams with features and adds additional functionality to use Teams as a Contact Center solution. We add features such as cold and warm transfer, call-recording, IVR, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers and many more. The intuitive NexComm user interface, designed for Microsoft teams, offers the same user experience you’re accustomed to with the CC4Skype client. Therefore, your contact center agents will learn to use the software in no-time. Our platform is designed in close collaboration with people who actually use it. The user interface is easy to use and easy to manage. This translates into a boost in your team’s productivity.
The benefits of a Teams Contact Center Solution.
NexComm, powered by CC4Teams, is built with collaboration and communication in mind. CC4Teams adds functionality that a contact center agent needs. Together this allows for many new and efficient ways for your teams and groups to collaborate and improve performance. For instance, the ability to access the team’s complete knowledge base, or use the Microsoft Teams chat to converse about topics between agents. All of the agents’ conversations with team members remain available in one place for fast reference. Finding the right answers fast maximizes agent efficiency.
Some of the available features of NexComm:
“First time right” call routing
Warm call transfer
Supervisor functionality
Call recording
Real-time and historical reporting
Graphical IVR
One screen for all
Live wall boards
Enhanced Teams Functionality.
NexComm, powered by CC4Teams, enhanced Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a full omnichannel contact center solution. We add features such as cold and warm transfer internal/external, Adhoc/permanent call-recording, IVR, Agent plus or pro, supervisors, operator attendant, listen and call barge-in, historical and real-time reporting all integrated with Microsoft PowerBI, wallboards, and many more.
NexComm enables companies to interact more effectively and efficiently with their internal and external customers. We do this by routing Voice, Email, Webchat, and Social Media communication from customers to the best skilled available employee in the company.
With our intuitive customer, IVR and easy-to-configure admin center, you are able to achieve:
A seamless customer experience
Lower service costs
Easy to use in your home or office
Integration with CRM, ERP, WFM & ticketing systems
Graphical IVR (call flow)
Speech recognition
Real time & historical management reporting (Microsoft PowerBI)
Completely integrated in Microsoft Teams, with access in any location, any time
Better Customer Engagements.
NexComm, powered by CC4Teams, enables companies to interact more effectively and efficiently with their customers through omnichannel engagement options.
Web Chat
Engage your customers through your web chat widget on your website. Mandatory webchat fields for the customer to pre-fill enable your agents to get the right information the first time to better the customer's engagement
Social Media
Social media is the fastest growing avenue for customer engagement. NexComm offers Instagram, Facebook, WhatsApp, SMS, and many more social media options for you to use to interact with your customers.
Email
NexComm allows businesses to treat emails as a method of engagement with your agents. Organize inbound emails from customers easily so that your agents have the power to respond effectively and immediately.
Meaningful Reporting Tools.
CC4teams offers a multitude of reporting options for business owners and managers to have a real granular overview of their business’s performance.
Built in Reporting
NexComm has a range of built in reports for businesses to immediately take advantage of:
Number of Available Agents
Numbers of Busy Agents
Longest Wait Time
Average Wait Time
Average Handle Time
Scheduling of Report Delivery by Email
Power BI Historical Reporting
Historical Heatmap
Presence Status Reporting
Webchat, Social Media, and Email Reporting
Historical Reporting Total Calls, Abandoned Calls, etc.
Power BI Real Time Reporting
Gives you real-time overview of your contact center:
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