Features of the BlueSky Contact Center for Microsoft Teams

Without reporting and analytics, organizations have a lack of call data visibility which obstructs their ability to effectively and efficiently assist customers. By adopting the right communications management solution, organizations will enhance agents’ productivity and lead to happier customers.

In our previous article we introduced the BlueSky Contact Center for Microsoft Teams, a solution built natively, using the Microsoft Teams technology stack, and designed for small and medium-size businesses. Here is the complete list of the BlueSky CC features:

The BlueSky Contact Center for Microsoft Teams features

Feature Name	Function	Benefit
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 hung 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	It 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	It 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	It provides a secure infrastructure by being built natively, using the Microsoft Teams technology stack.	Enjoy a seamless, 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 offers 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 with relevant account details and customer records, agents will be able to resolve the customer’s issue in a less amount of time.
Cloud auto attendants	It 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 Distribution)	ACD routes calls 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 scores will receive calls first.	Improve customer service and help with agents’ training and performance.
Discrete presence-based routing	It 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.

The BlueSky Contact Center Sidekick

This is an application included in the BlueSky Contact Center which enables agents to have a clearer view of the incoming call activity. Agents can use the Sidekick for the following features: