Description: The article is about office portal. The author makes a interview to an employee of the Elena’s technologies and the employee shows us how to use the office 365 contact center and the advantages of that system.
I am here with Japheth of Elena’s technologies. He is going to very quickly walk us through a brief demo of the office 365 contact center that has been much anticipated. I had a chance of having Matt Landis on the show a couple of weeks back. We talked a bit about this so. Now we get to see it in action a little bit here. Let me go ahead and flip the camera around. Now the camera is flipped around and it will walk us through this. I want to go over a few talking points for office 365 contact center.
Number one is it set up and get going very quick. Unlike a large contact center,we’re talking one minute to a vision,attendant,get set up and get running with office 365 contact center. One minute is very fast.
Number two is we look and feel like Microsoft Skype for business for teams. Your users will not be confused by a foreign user interface because both the client and the portal look and feel like Microsoft promise.
Number three is real-time wall boards and reporting for fishing supplied for the calls that are come. Number four is sentiment tracking. This is a mind-blowing but live feature while the agent is talking to the power we are giving feedback to the agent of how they are doing,are they talking positively or negatively to the caller.
Number five is we provide a fun game aside user interface for the agent to try to help them booster for the activity. The whole have a fun aspect of the tool seems to be a thing with some of the latest products out there. Here’s a view of the of the agent. You’ll see that it looks like teams bearing teams last the bar on the left. In the center we have a leaderboard with agents there we can see how many calls they’ve done,who’s at the top of saw.
I’m going to quickly bring the call into this agent. The call should come in any minutes here and let it go to jump over to the call. I’m going to go ahead and answer this call. You’ll see in the center of the call as long as another one of our features were integrated very tightly with Dynamics CRM,we will have information about the contact and the account coming from Dynamics CRM. We can add notes about this contact in our agent and we have no need to jump over a tendency. But we also have links to be able to jump over this year. We also list the cases that this contact has. I’m going to go ahead and end this call.
Once the calls ended in a set of questions,these are all configurable. The questions and the answers are all available down through there and give feedback about this call. I am going to finish that and jump back to the many of the agents in the leader for which has get updated to get latest contact. I’m going to jump over to the portal. This is the home screen of the portal and this would be what the managers live in and where they want to see stats about the calls and charts.
I’m going to go to the live calls tab. We can see all the live calls and let me bring another call in so we can see that happening. Today we have a call coming in in the background. We have two calls. It seems like somebody else back at their office is making a call. Two calls are going on there to live demos at once. We can see this sentiment so the manager can also see the sentiment of the call of live including BC Hobart and they can see what did the agency went to.
That’s very powerful. If the management resignation jump into the colony,you can click that button and that will create conference between the manager the agent and the caller. That’s I pumped when you jump her to the wall boards. These are all configurable. We can configure which keys or response boots shot in the wall board and these will update live as calls come in or ringing etc.
We also have different reports to show a comment a report. They can show us all the calls that happen and in this report we can drop down and we can get the recording of that call of the phone. Other reports such as the wrap-up question is set up here. So I can go and select a wrap-up question set and we can see the distribution of the answers to the different questions in that rapid cell. That’s about all I have to show. I appreciate the walkthrough. Is this coming up in a few weeks? Hopefully in the next few months. We’ll have a public at that moment.