The BlueSky Contact Center

Microsoft Teams Contact Center Features

Microsoft Teams Contact Center Features



Custom configuration / services

Allows to display callers’ additional information if the callers’ number is already registered in an organization’s CRM. This feature will be limited to specific CRM platforms
Enrich unique customer interaction insight with data you maintain within your corporate systems

Calls X-Ray

Allows the supervisor to visualize the call flow, step by step until call termination
Gain visibility for informed decision making and enhance troubleshooting

Core reporting

Displays details for calls received in a set timeline
Boost informed decision making and improve agents’ management by having visibility of the general call activity

Live Call Wallboard

Displays live information about incoming calls in the contact center

Monitor in real time the call load and agents’ performance to improve customer service and better decision making

Track abandoned calls

Displays calls that were hanged before ringing on agents

Ensure wide accessibility of agents who are available to manage the call load by monitoring abandoned call rate

Not handled calls

Displays calls that were not answered by an agent

Monitor not handled calls to improve call center performance and agents training

Dropped Calls

Shows all calls that were connected with an agent, but the call duration was equal to or less than 5 seconds. No matter if the call ended on either the caller’s or agent’s side
Gain visibility of call center performance

Call back & voicemail capabilities

Shows all calls that left a voicemail and require a callback in the specified period

Improve customer experience by allowing the incoming caller to leave a message if agents are unavailable

Desktop notifications

Allows agents to easily screen inbound calls and make an informed decision when taking a call

Boost call center productivity, as agents can perform other tasks on their computers and still be alerted to an inbound call

Skill opt in/out

Allows agents to opt in or opt out from a skill

Give agents the flexibility to opt in or out from a skill when it’s convenient for them to improve time management and reduce caller wait time

Native Teams compatibility

Provides a secure infrastructure by being built natively, using the Microsoft Teams technology stack

Enjoy a seamlessly, modern, secure, and consistent communication management experience with a contact center built from the ground up on the Microsoft Teams technology stack, without the need of external components to install or integrate

PSTN call-recording

Record inbound or outbound company calls for regulatory, compliance or quality management purposes

Ensure quality and general liability protection. In case of a dispute, call recording offer clarity on support resolutions and helps to boost employee evaluation, training, and quality management

Screen pop with application integration

Allow the Agent to visualize existing information about the caller, based on the information saved in your CRM and Support Desk systems

Streamline support and customer satisfaction by providing the agents relevant account details and customer records, agents will be able to resolve the customer’s issue in less amount of time

Power dialer

Enables outbound calls to be placed from the Contact Center platform

Increase productivity by providing agents an automatic dialer and selected contacts from the Contact Center. Includes outgoing calls metrics into reports

Cloud auto attendants

Lets you create a menu system that enables external and internal callers to locate and place or transfer calls to company users or departments in your organization

Route customer calls more efficiently and connect callers to the right resource much faster

Cloud call queues

Service that accepts customer calls, plays a greeting message, and then places these calls in a wait queue while searching a pre-configured list of agents to answer these calls

Improve customer experience by providing accurate data on the call waiting time which encourages callers to be in the line hence reducing the call abandonment rate

Presence-based call routing

Call routing strategy in which the “Available” presence status is used to determine whether an agent should be included in the call routing or not

Decrease call wait time for callers and prevent interruptions for agents already on a call

Music on hold

Plays custom music uploaded by the tenant administrator

Make the hold time seem shorter, reduce customer discontent while waiting, and increase caller retention rate

Auto attendant bypass

Send the call directly to a specific skill instead of presenting a menu option for the caller

Remove the interaction with an auto attendant and improve call wait time

Transfer to voicemail during a call

Transfer calls directly to a user’s voicemail inbox

Improve your first-call resolution rates and ensure a good customer experience at every touch point

ACD (Automatic Call Distribu-tion)

ACD routes call to the most appropriate agent or department, ensuring that callers always reach the right agent

Focus only on callers who need direction on who to speak with or have an emergency requiring immediate attention beyond what your auto attendant options may offer

Score-based routing

Allows to set up agents in a specific order to answer calls. Agents with lower score will receive calls first

Improve customer service and help on agents’ training and performance

Discrete presence-based routing

Uses pre-selected presence status of call agents to determine whether an agent should be included in the call routing list for the selected routing method

Reduce call wait time by routing incoming calls to agents using different presence statuses and not only Available