In a rapidly evolving digital landscape, effective communication is essential for business success. AXI, a leading IT service provider in Belgium and the Netherlands, recognized the need to upgrade its telephony and contact center solutions to meet growing demands and future ambitions. The company went looking and chose the ROGER365.io contact center solution, implemented by our solution partner, Hanssens.

With around 7,000 members and several thousand pensioners, the Pharmaceutical Salary Fund for Austria is the point of contact for many questions, most of which are asked over the phone. The lines often run hot – especially at the end of the month. Payroll accounting, salary questions, prescription billing queries and much more end up in the three queues every day. With the standard version of Microsoft Teams as the telephone system, the payroll department was already well positioned to manage the volume. But the system can't do everything. The waiting times were not always fast enough, as the Salary Fund wanted for its members, nor were the processing times fast enough, as callers sometimes ended up in the wrong department due to outdated routing settings. In addition, the lack of evaluation options in the Teams standard was a problem for the Salary Fund. Time in the queue? Call duration? Abandonment rate? Peak times? This is where the Salary Fund wanted to start.

The much-anticipated Microsoft Queues App is available for Teams Premium users in Q4 2024 – with the promise of making inbound Teams calls easier to handle, using a range of call queue features. The Queues App is a step-up for businesses currently using Teams Calling as a standalone telephone solution – but how does it stack up compared to a Microsoft certified Teams Contact Center?

Automating after-call tasks can save your agents significant time and effort. In this blog, we explain how ROGER365.io Teams Contact Center uses AI to streamline after-call work, such as creating summaries and opening tickets, allowing agents to focus on helping more customers. Discover how these AI-powered tools reduce repetitive tasks, speed up call resolutions, and enhance service quality. Learn how integrating this technology can transform your contact center operations for a smoother customer experience.

Once the customer hangs up, they just continue with their day. For your agents, however, their job still isn’t over. Each call requires after-call work, like adding data to the CRM, opening a ticket, or triggering other processes. But is there another way? In this blog, see how ROGER365.io Teams Contact Center’s AI tooling automates these processes - saving time and effort on each call.

In the fast-paced world of customer communication, staying ahead requires the right partnerships. For Conversant, aligning with ROGER365.io was a game-changing decision that enhanced their ability to deliver seamless, omnichannel communication solutions within Microsoft Teams. In this Q&A, we dive into the motivation behind this partnership, how it sets Conversant apart in a competitive market, and the tangible benefits their clients have experienced. Whether you’re curious about the future of unified communications or exploring new tools for your business, this conversation will give you valuable insights into the power of strategic collaboration.

Customer interactions can be a rich source of information – if you can capture it. Today’s omnichannel business landscape means that customers will get in touch via a range of channels. Sometimes they’ll pick up the phone, and other times they’ll just want to send a quick SMS or WhatsApp. So how can organizations convert all these scattered interactions into a consolidated 360-degree view of the customer?

Your global customers want the ability to get assistance whenever they need it, and in the most convenient way. As a result, WhatsApp has become a popular way for customers to get in touch. However, the informal nature of these communications means that key information is spread across numerous messages and conversations. Using ROGER365.io’s new ready-to-use AI-powered summary generation for WhatsApp feature, you can give everyone a clear overview.

Voice calls are perhaps the most natural way for many people to communicate, so most organizations offer phone support for customers. While it’s a convenient way to ask questions and resolve issues, it’s hard to extract the information about these interactions and save this knowledge to resources like CRMs. Is ready-to-use AI tooling the answer to relieve customer service agents of this burden?

This whitepaper provides organizations with an overview of the most popuar contact Centers in Teams. It provides an overview and comparison based on features such as the connection models (extend, connect power), overview of the most popular contact center providers, comparison of features. We end with tips on how to get to the right choice for your organization.

There’s a lot of potential for increasing productivity with an AI-supported contact center. However, organizations are also wary of investing too much time or resources in developing a customized solution – especially with no clear benefit or demonstrable value. To kick-start your AI strategy, we’re going to show you what we already offer with our AI-enhanced Teams Contact Center.

All the signs are looking good: your customer base is expanding, and your core team is starting to grow too. This stage in an organization’s growth is highly dynamic, with rapidly changing needs and shifting responsibilities among colleagues. However, there’s a real potential for this promising growth to be constrained by an inability to handle increasing customer contact demands adequately with your current setup. What’s the answer?