Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
Disconnected tools can slow service and frustrate customers. The new Queues app in Microsoft Teams addresses this by routing and organizing incoming chats, helping teams respond faster and more effectively. Read the blog to see how the app enables better customer experiences and improves internal workflows. For tailored implementation guidance, contact Gelom Technologies today.
The Queues app is a Teams-native solution designed to help organizations manage customer engagements efficiently, starting with calls. It allows team members to make and receive customer calls directly within Teams, providing tailored experiences for users and leads. The app offers real-time statistics on call queue performance and enables members to opt-in or out of call queues based on their availability and business needs.
How does the Queues app enhance customer engagement?
The Queues app enhances customer engagement by facilitating collaborative call handling among team members. It allows users to quickly access relevant customer profile information from their CRM tools during calls, improving context and efficiency. Additionally, it provides essential call controls, such as call transfer, to expedite the process of reaching out for expert advice or handling escalations.
Who can manage call queues with the Queues app?
With the Queues app, authorized users, specifically leads, can manage their team, call queues, and auto attendants based on business needs. They have access to a comprehensive analytics dashboard for real-time and historical reporting, enabling faster decision-making and improvements in customer operations. This democratizes the management of call queues, which was previously limited to Teams administrators.
Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
published by Gelom Technologies
Gelom Technologies Limited is a Kenyan company established since 2019. Gelom Technologies core business is Value-Added Distributor (VAD), Value-Added Reseller (VAR) and Systems Integration (SI).
We specialize in cyber security, digital transformation and drones technology.
- Our cyber security products and services are for both information technology (IT) & operational technology (OT). In this business segment we cover the following areas: strategy & risk management, digital trust, threat management and cloud security through partnership with leading global players and manufacturers.
- Our digital transformation products and services include the following solutions: electronic documents signing, contract lifecycle management, document generation, contract negotiation, e-learning softwares, supply & blockchain solutions.
- Our Unmanned Aerial Vehicles (Drones) solutions are for construction, mining, survey, mapping, utilities inspection, precision agriculture and logistics.
We have strong business alliances with major technology companies most of whom are leaders in noticeable market research organizations like Gartner Magic Quadrant. They include but not limited to IBM, Kaspersky, BlackBerry, DocuSign, Radware, Sophos, Inspira Enterprises, SMART Technologies and Microdrones.
With the global technology trends towards IT/OT Security, Digital Transformation and Unmanned Aerial Vehicles over the last few years, Gelom Technologies Ltd has developed skills to enable the integration of these and other technologies to provide unique and innovative solutions that meet the specific customer’s needs.
We have selected best of breed products that integrates seamlessly to deliver the reliability, performance, security and scalability that business demands. In making the choices, we always consider our technical support strengths and are certain that Gelom Technologies will be able to fully support the deployed solutions.
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