Hello Shervin, good informative video like always. I am building these AAs and CQs these days, my customer is quite happy and I am too because they solves the purpose and pretty simple to configure. I hope Microsoft work on the MISSING part (you mentioned on the right hand side) soon. I know there are other 3rd party CCaaS companies like 8x8, Anywhere365 in market. Please make some videos on How to, what all alternatives we have for a Contact Center solutions with MS Teams.
Thank you for watching and your feedback! I wonder if some of your questions may be answered in this previous contact center video I made that talks about the various options: ua-cam.com/video/j6ySRV5DuwU/v-deo.html But to your point, I have not done a deep dive comparison of the various 3rd party CC partners, as we have certified over a dozen today. Lately I've been impressed by AudioCodes Voca solution and Tendfor's CC as well. Since you're building so many of these AA/CQ's, I would love to hear from you on any cool flows/ideas that I may be able to incorporate into the build for everyone to learn together.
Thank you for the video. There are other, at least two more important (basic) features missing: missed calls notifications and call history for the call queues. It‘s unfortunately a showstopper for many of our departments.
Hey Sherv, interesting proposal. But to be clear, we're only talking about basic call routing via DTMF? How about an integration with NLU for virtual agents? So much emphasis has been placed on User Experience that the old school "press 1 for X or press 2 for Z" is dated. We don't want to rely on DTMF for an input. We want to "speak" out intention and have the Virtual Agent route our calls intelligently. What about integrations to Active Directory, MFA and ties to our CRM for contact history + screen pops? If this isn't within the scope of this proposal, understood, just wanted to provide the opinion of a contact center admin from the field. As always, great content and looking forward to the next one!
Hi Ron, great points and thank you for the thoughtful post. I think some of your asks I can address, like NLU and virtual agents. Maybe even a screen pop (we’ll see) but other parts like an IVR with database integration, that’s missing for now. I’ll roll up my sleeves and try to get as much of this built as possible. Great points all around!
Hello Shervin, my customer is looking for some detailed reporting from MS Teams? I really doubt if these options are available teams, if not they might go for some other solution. Maybe you can provide some valuable inputs here. 1: Overall Calls Offered 2: Overall Calls Answered 3: No of Calls Answered within SLA 4: ASA SLA % 5: Hard Abandoned % 6: Internal transfer of calls report.
Hi there! Not sure if you've come across this link, but via PowerBI, a variety of AA/CQ analytic reports as well as agent performance insights are available. Not sure if the specific metrics you're looking for are there, but take a look and see if they are or if you can possibly create a workaround: learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
@@CollaborationSimplified yes I saw that link in my research but does it require expertise on PowerBI (as someone like me has never worked on Power BI)
Thanks, that's awesome.. looking forward for the next episode
Thanks for watching!
Hello Shervin, good informative video like always. I am building these AAs and CQs these days, my customer is quite happy and I am too because they solves the purpose and pretty simple to configure. I hope Microsoft work on the MISSING part (you mentioned on the right hand side) soon. I know there are other 3rd party CCaaS companies like 8x8, Anywhere365 in market. Please make some videos on How to, what all alternatives we have for a Contact Center solutions with MS Teams.
Thank you for watching and your feedback! I wonder if some of your questions may be answered in this previous contact center video I made that talks about the various options: ua-cam.com/video/j6ySRV5DuwU/v-deo.html
But to your point, I have not done a deep dive comparison of the various 3rd party CC partners, as we have certified over a dozen today. Lately I've been impressed by AudioCodes Voca solution and Tendfor's CC as well.
Since you're building so many of these AA/CQ's, I would love to hear from you on any cool flows/ideas that I may be able to incorporate into the build for everyone to learn together.
Thank you for the video. There are other, at least two more important (basic) features missing: missed calls notifications and call history for the call queues. It‘s unfortunately a showstopper for many of our departments.
Thank you very much! I’ll make sure our product teams are aware of these. 👍
Check for Contact Center for All (CC4all)
Very well explained!!
Glad it was helpful!
Hey Sherv, interesting proposal. But to be clear, we're only talking about basic call routing via DTMF? How about an integration with NLU for virtual agents? So much emphasis has been placed on User Experience that the old school "press 1 for X or press 2 for Z" is dated. We don't want to rely on DTMF for an input. We want to "speak" out intention and have the Virtual Agent route our calls intelligently. What about integrations to Active Directory, MFA and ties to our CRM for contact history + screen pops? If this isn't within the scope of this proposal, understood, just wanted to provide the opinion of a contact center admin from the field. As always, great content and looking forward to the next one!
Hi Ron, great points and thank you for the thoughtful post. I think some of your asks I can address, like NLU and virtual agents. Maybe even a screen pop (we’ll see) but other parts like an IVR with database integration, that’s missing for now. I’ll roll up my sleeves and try to get as much of this built as possible. Great points all around!
Nice one, kindly drop the tutorial videos
Will do soon, thx!!
how are working the icomming calls? can we use a phone call and Microsoft Teams app?
Yes to both.
@@CollaborationSimplified thanks, if we use microsoft Teams, can we use it via web and as invites, or should client use the app?
Hello Shervin, my customer is looking for some detailed reporting from MS Teams? I really doubt if these options are available teams, if not they might go for some other solution. Maybe you can provide some valuable inputs here.
1: Overall Calls Offered
2: Overall Calls Answered
3: No of Calls Answered within SLA
4: ASA SLA %
5: Hard Abandoned %
6: Internal transfer of calls report.
Hi there! Not sure if you've come across this link, but via PowerBI, a variety of AA/CQ analytic reports as well as agent performance insights are available. Not sure if the specific metrics you're looking for are there, but take a look and see if they are or if you can possibly create a workaround:
learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
@@CollaborationSimplified yes I saw that link in my research but does it require expertise on PowerBI (as someone like me has never worked on Power BI)
I think that’s the only option for now. Should be ok, give it a shot and let me know how it goes.
Have you created the other videos and if so where do we find them?
Not yet - soon!! That'll be my next one.
@@CollaborationSimplified Looking forward to the implementation!
Cool. So is it possible?
Yes! ua-cam.com/video/a9N5dSpT624/v-deo.htmlsi=aXKZfoFJQOKm6gAT
implementation when ?
I'm targeting mid June