Cirrus have announced that its full omnichannel offering is now available as a native application within Microsoft Teams.
The move will enable contact centre agents to deliver a consistent experience regardless of channel or location.
Cirrus’ Teams solution enables agents to seamlessly manage customer interactions such as voice calls, SMS, emails, messaging, chat, social media and video across a single viewpoint.
Agents will have the ability to communicate and collaborate with colleagues from other departments to resolve customer queries more efficiently, all within the Teams application.
Cirrus contact centre has always been platform agnostic, able to overlay and integrate with existing infrastructure, offering maximum flexibility for our customers.
With Teams, Cirrus continues that ethos. Cirrus contact centre is an app within the Teams environment that is easy to administrate and utilises whichever direct routing option the customer has chosen.
Cirrus’ CEO Jason Roos commented: “Microsoft Teams has become fundamental to so many businesses in the last 12 months and natively integrating contact centre solutions seems a natural evolution.”
“We are answering the call from our resellers who are experiencing unprecedented demand for our award-winning contact centre solutions within Teams itself.”
“The ability to integrate contact centre solutions natively within Teams will provide agents with all the tools needed to better handle customer queries, without the need to chop and change between different systems. This means agents are empowered to handle customer enquiries with greater speed and accuracy.”
Alongside this, comprehensive real-time and historical reporting is available through fully customisable dashboards so that contact centre managers and supervisors have visibility of all activity within the contact centre.
Cirrus is also providing complete and dedicated end-to-end support called “Cirrus One Team” for customers to ensure they are getting the maximum benefits from the solution.
This support offering can be extended beyond the contact centre to cover the complete Teams estate providing a secure, compliant and dedicated managed service.
Roos added: “Customer service agents are doing an amazing job at the moment, but they need the best possible tools to enable them to deliver outstanding customer service.”
“We are delighted by the feedback we have received so far and look forward to working with partners and customers to deploy this solution to contact centres worldwide.”