CoreEngage
Omni-Channel Contact Center for Teams
Unlock the Potential of your Microsoft 365 Investment
Using Microsoft 365? It’s time to elevate your customer interactions. CoreEngage enables you to manage everything within Microsoft Teams for a seamless experience. In addition to improving voice communications, you can easily add additional channels such as Chat, SMS or Social Messaging like Web Chat, WhatsApp or Facebook to increase efficiency and agent productivity.
CoreEngage is intuitive and easy to use for agents, supervisors and administrators. By providing your team with the right tools, you will gain invaluable insights into customer interactions and enable data-driven decisions that fuel continuous improvement.
- Native Teams Integration
- Powered by Microsoft Azure OpenAI
- Voice, Chat, SMS and Social Messaging
- Agent and Supervisor Applications
- Intelligent Call Queues
- Enhanced Reporting and Insights
- Call Recording
- CRM Integration
Solution Highlights
Seamless Integration for Enhanced Functionality
- Turns MS Teams into an Omni-Channel Contact Center
- A fully integrated Native Teams application
- Manage Voice, Chat, SMS and Social Messaging interactions all within Microsoft Teams
- Leverages the power of Azure Open AI
- Eliminates the need for a separate “bolt on” phone system
Agents
- Instant insights into call status, interaction history, and customer profiles for better service
- Intelligent call routing ensures that the right agent receives the right conversation
- AI enabled language translation, sentiment analysis and conversation summaries
- Easily integrates with CRM systems such as Salesforce, MS Dynamics, ServiceNow, Zoho, HubSpot and more
Supervisor
- Live monitoring of queues and agent performance, including calls in progress, wait times, and abandoned
- Override status and assign specific tasks or calls to agents
- Detailed reporting on agent activity, performance, and customer satisfaction metrics
- Queue management for distributing workload and optimizing service efficiency
Administration
- Control user roles, access and permissions
- Easily configure communication channels, including Voice, Chat, and Social Messaging
- Drop and drag conversation flow builder
- Manage advanced routing and dynamic scheduling
- Integrate with CRM systems and third-party apps for seamless data flow
Data-Driven Decision Making
- Comprehensive real-time and historical reporting and analytics
- Collect feedback during and after customer interactions for valuable insights
- Track performance metrics for continuous improvement in service delivery
AI and Automation
- Integrated AI chatbot for instant, 24/7 responses to frequently asked questions
- Escalation to live agents when human intervention is required
- AI generated conversation summaries to decrease agent transaction times
- Real-time language translation to enable service to all customers
- Sentiment Analysis to optimize customer experiences
Compliance and Security
- Log and store all customer interactions within your Azure tenant for secure access
- Ensure compliance by associating interactions with specific individuals
- Create a secure environment for managing sensitive customer data
- Microsoft Certified- CoreEngage is powered by Roger365, a native Teams solution certified by Microsoft for Teams
CoreEngage is a robust and scalable solution that ensures efficient operations, superior customer service, and employee productivity within Microsoft Teams
Schedule a Session to See CoreEngage Live!
