AI-Powered Enterprise Customer Engagement for Microsoft Teams

Teams native Contact Center & HelpDesk Solution

Microsoft Teams native Customer Service

Teams Customer Engagement

In today’s distributed workplace environment it’s more important than ever for companies to optimize their ability to engage with customers. CoreInteract, an innovative new solution for Microsoft Teams, enables our customers to foster and manage their customer communications – enterprise-wide.

With CoreInteract, companies can now leverage the power of Microsoft Teams to enable phone calls, webchats, emails, and more to be routed to the right person, right away. By utilizing Azure Cognitive Services each customer interaction can also be analyzed for important keywords and customer sentiment to ensure employees are making the most out of each and every opportunity to engage with customers. Comprehensive user and workgroup activity reporting provides an end-to-end view of every customer touchpoint.

Overview

Built on the Microsoft Bot Framework, deployed in Azure and natively integrated with Microsoft Teams, CoreInteract is a key element in our customers’ Digital Transformation strategies. Drive improved customer experience engagement using your customers’ preferred communications channels. Gain new customer insights with comprehensive analytics and reporting. Boost productivity for employees whether they’re in the office or working from home.

Extend the Power of Teams Phone System

Azure-based Teams Application Endpoint
Plugs into Teams Auto Attendant
Superior Functionality vs Teams Call Queues
Improves Work @ Home Employee Productivity

Setup and Manage Users and Workgroups

Easily assign employees to customer-facing workgroups using a simple drag and drop interface
Establish routing rules for inbound customer requests based on your unique business requirements
Configure the order and priority for which workgroup members will receive inbound customer requests
Create custom workflows and CRM screen pops quickly and easily

Engage your Customers within Teams

Interactions are delivered natively in Teams
No separate desktop software to install
Workgroup calls are clearly marked, alerting team members this is an inbound customer request
Optional supervisor monitoring and automated recording applications are available

Easily Integrate with Dynamics 365

Automatically retrieve a D365 customer record with each answered call
Click to Call directly within D365
Auto date and time stamp customer interactions
Link to recorded calls from D365 Notes*

*Requires activation of CoreInteract call recording

Gain Customer insights with Analytics

Identify and track important keywords in conversations to ensure quality control and compliance
Perform customer sentiment analysis to optimize customer satisfaction
Transcribe calls with full-text search of user-defined keywords for specific (or all) customer interactions

Real-time and Historical Reporting

Report on team members, workgroup, and inbound customer request activity
View real-time team member and workgroup performance
Improve management oversight and control
Connect to PowerBI for advanced reporting requirements

IMPROVED CUSTOMER ENGAGEMENT
Manage all customer interactions using your customer’s preferred communications channels.

NATIVE TEAMS APPLICATION
Routes interactions directly to the Teams application; No additional desktop software is required.

ADVANCED ANALYTICS
Leverages Azure Cognitive Services to provide important insights into your customer interactions.

WORK AT HOME OR IN THE OFFICE
Route, Queue, Analyze and Report on all customer interactions regardless of your employees’ physical location.

SIMPLIFIED MANAGEMENT
The web-based portal enables easy setup, configuration, management of employees and workgroups.

FULLY CUSTOMIZABLE
The Visual Workflow Designer enables custom workflows and integrations via a simple drag and drop interface.