The Competella Contact Center Workgroup is an advanced hunt group soluton built on Microsoft Teams and used by companies who wants features and functions beyond the level of the Microsoft Teams Call Queue. The advantages are many with the Competella Contact Center Workgroup as an example the Agent app is located inside Teams – all call handling can be done with the native Teams client, it is easy to access reporting, analytics and statistics as well as real time service level wallboards are part of the soltuion.
The Contact Center Workgroup for Teams is the ideal solution for distribution of contacts to both agents who are on the move as well as agents working from the desk. The Competella Agent portal is downloadable as an app and is embedded inside Teams - also on the mobile. The Contact Center Workgroup Agent Portal provides a realtime service level overview as well as the ability to change status and enter or leave queues,
Fact based customer service, statistics for coaching, management and planning
It is not easy to manage a Contact Center department and perform workforce management without any statistics to rely on. The Competella web-based statistics give you a solid foundation for building your reporting which can be used to document your queue and agent service level. The Competella Statistics reports will give you the figures to plan ahead so you can determine how many agents you should have on duty at which times. If you analyze the agent stats you will also be able to spot the star workers in your departments and you can start to share best practice across your workforce to obtain better utilization and customer service!
The effects of tracking call statistics is becoming more and more relevant for bigger companies who are looking for a more lean and efficient workflow of their agents/employees.
Without the Competella Quality Monitor wall board you might not know when the steam pressure goes up in your Contact Center queues. The Quality Monitor is web based and easy to configure with the parameters that you need to supervise the current service level of your Contact Center queues in real-time. It can also be shown on multiple screens or projectors to update your agents on the current status!
This live overview and callboard will reduce "down-times" and help to maintain and even increase the high level of service from your Contact Center and queues.
The agents would normally use the Teams app for call handling. However, Competella Workgroup Contact Center takes the agent further with the possibility to use simultaneous ring – calls are then offered in both the Teams and on e.g. the agent’s mobile phone. Should the agent need to answer calls on another phone number during certain periods or simultaneous ringing, the Contact Center workgroup will soon support this.
If you want the customer to do some of the work or just provide information before distributing the call, the Competella IVR Express is ideal for use in front of the queues where the customers can select what skill or department they want to talk to.
The Contact Center Workgroup is a real Contact Center that can handle thousands of agents, calls and queues. It is fully configurable with agent’s settings, announcements, opening hours, holiday settings, overflow on threshold and other settings. You can even distribute administration rights to supervisors.
Image 1: Shows the Contact Center Workgroup agent App inside the Teams Desktop and Mobile app as well.
Image 2: The Competella Quality Monitor creates a real-time statistical overview on the queue load.
Image 3: With the Competella statistics analytics and reporting tool you can retrive data to analyze and plan.
Image 4: With the Competella IVR you can easily build your call workflow tree structures.
Image 5: The Competella Management Portal lets you e.g. change queue flow, announcements, scheduling and delegate administration rights to different users.
The Competella Contact Center Workgroup features with modules some of the following highlights