Competella, subsidiary of Enghouse Interactive, certified Microsoft Teams Extend Contact Center

Competella, subsidiary of Enghouse Interactive, certified Microsoft Teams Extend Contact Center

Competella is the third contact heart to be Microsoft Groups Prolong licensed. There are 14 contact facilities licensed for Microsoft Groups, however solely Luware, Tendfor and Competella are licensed for Prolong.

With Microsoft Groups Prolong Licensed Contact Facilities, prospects can carry their very own contact heart PSTN connectivity by means of Microsoft Calling Plan, Operator Join or Direct Routing.

Competella Communication Suite is a subscription-based SaaS multi-tenant answer working in Azure and leveraging native Microsoft Graph Communications APIs. Competella has over 700 prospects, together with over 100 on the Competella Communication Suite for Groups, first launched in March 2020.

Competella was acquired by Enghouse Methods in June 2022. The Competella communication suite shall be a part of the Enghouse Interactive product portfolio for Groups.

Competella Communication Suite consists of Attendant Console, Contact Heart Workgroup and Contact Heart Enterprise. The Competella answer consists of superior statistics and reporting options that can be utilized for evaluation and planning functions.

Prospects can add extra options with add-on licenses, together with IVR Categorical, Voice Recording, Name Again, CRM integration, and Realtime Wallboard.

Competella Attendant Console and Contact Heart Enterprise options:

  • Competella CRM Integration Gateway – prolonged to 360? view and routing primarily based on AI CRM with a turnkey answer for Microsoft Dynamics and Salesforce, open API for different ITSM and CRM methods.
  • Competella Voice Recording – report and retailer recording of incoming, outgoing and on-demand requires compliance and coaching functions.
  • Competella Callback – supplies a callback to callers within the queue, protecting their place.

Competella AC – Operator console

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The Attendant Console affords fast name dealing with, listing search, groups presence, cellular presence (Northern Europe characteristic), and Alternate calendar presence in a single view.

Competella CCW – Contact Heart Working Group

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Contact Heart Workgroup affords a sophisticated hunt group answer for cellular customers, Groups customers, and customers who need to allow simultaneous ringing. Utilized by each again workplace, frontline staff with cellphones, and on-call brokers who can simply log in by means of the Agent Portal app in Groups or in a browser to obtain calls in Groups.

Competella CCE – Contact Heart Firm

Presents fast name administration, listing search, crew presence, cellular presence, 360? View name historical past of caller, earlier agent, earlier switch, and shut code to tell agent of contact historical past to enhance preliminary decision.

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Yow will discover out extra about Competella’s answer here

What does the Microsoft Groups Prolong Contact Heart certification imply?

Microsoft has a certification program for contact heart answer suppliers. There are 3 contact heart fashions to combine with Microsoft Groups; Join, lengthen and energy.

The Join the mannequin makes use of Microsoft-certified SBCs and Direct Routing to attach contact heart options to the Groups Telephone System infrastructure. So basically the contact heart takes a name on the PSTN, does all of the routing on their platform, after which routes the decision to a contact heart agent on Groups through direct routing (basically a cellphone name). These options can additional combine with Microsoft for consumer sign-in and presence. That is the mannequin used till now by all licensed contact gallops.

The Prolong the mannequin That is the place the contact heart answer leverages the Groups Graph APIs and the Cloud Communications API in Microsoft Graph to carry out name management and routing and route calls to Groups by means of the API, not routing direct. This mannequin opens up some key variations

Prospects can carry their very own contact heart PSTN connectivity by means of Microsoft Calling Plan, Operator Join or Direct Routing. Numbers can enter Groups from any of them after which be routed to the contact heart for routing. This implies you possibly can combine and match carriers and PSTN connectivity fashions in your contact heart.

You need not configure Direct Routing particularly for the contact heart

The Energy mannequin is the contact heart supplier that makes use of Azure Communication Providers as its name routing and dealing with platform, then presents the decision to brokers in Groups. ACS additionally probably opens chat and video choices. So far, no contact heart is licensed on this mannequin and Microsoft remains to be finalizing among the APIs/SDKs, however they’re coming. Look ahead to extra information on this later this 12 months (2022).

Sadly, Microsoft docs nonetheless don’t point out what kind of integration licensed suppliers use. I hope this may change sooner or later.

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