QuandaGo Launches Collaborative Case Management App for Microsoft Teams
Integration enables contact center agent and back office employee collaboration within Microsoft Teams to more efficiently work together to complete customer processes
Rotterdam, July 6, 2020 — QuandaGo, a provider of cloud contact center, knowledge management, and intelligent process automation software, today announced an integration with Microsoft Teams that enables more effective and efficient employee collaboration between the front and back office. The new QuandaGo Collaborative Case Management app—now available on Microsoft AppSource—intakes and tracks customer cases, triggering the appropriate actions between team members and automating processes from the contact center to other company departments needed for completion.
By integrating Microsoft Teams with the QuandaGo cloud contact center and process automation solution, companies can increase efficiency, reduce costs and improve revenue outcomes for today’s most common business cases. This can include new customer on-boarding, application approvals, payments and dispute management, proactive selling, and customer churn management, reducing the time it takes to complete these processes by up to 50 percent.
“The integration of QuandaGo into the Microsoft Teams environment marks a huge step forward in our efforts to bring contact center agents and back office employees together for better collaboration,” said Arthur Nederlof, Founder and Managing Director at QuandaGo. “This new level of employee connectivity combined with QuandaGo contact center and intelligent process automation enables a truly unique solution that accelerates the customer journey and removes manual tasks for employees throughout the case management process.”
“The integration of the QuandaGo solution into Microsoft Teams brings yet another new and exciting collaboration app into the Microsoft AppSource marketplace,” said Dennis Couperus, Modern Workplace Partner Recruit Lead at Microsoft. “By bringing together better collaboration with innovative intelligent process automation from QuandaGo, companies and their employees have a new way to connect and get work done—more quickly and efficiently.”
QuandaGo Key Features
The QuandaGo Connected Experience Platform makes it easy to turn-on a cloud contact center, integrate all your data sources, and automate processes across your business, including between contact center agents and employees across the company. QuandaGo’s platform enables the following capabilities:
- OmniChannel Contact Center — Provides all the technology and tools to quickly activate a modern, dynamic cloud contact center. The cloud-based platform is built around advanced routing and management of omnichannel customer interactions with all customer data available in a unified agent desktop. For contact center managers and supervisors, the solution provides cross-channel visibility for reporting and analytics. This includes support for the full range of customer interactions channels, such as voice, email, social, mobile, web, bots, messaging apps, mobile apps, voice apps, and future platforms.
- Knowledge Management — Enables companies to bring together company-wide data, making it available in a single desktop for agents, as well as for customers in self-service. QuandaGo takes a purely open ecosystem approach, giving customers 100% flexibility when integrating to existing and future enterprise channels, apps, systems, and data. This includes data from CRM and ERP apps, document management systems, mobile apps, as well as any third-party sources via APIs—and Internet of Things (IoT) devices in the future.
- Intelligent Process Automation — Automates common tasks, workflows and customer processes—using business rules and artificial intelligence—to improve agent efficiency and value, and the overall customer experience. This ranges from automating common tasks like after call work and compliance checks to providing agents with augmented intelligence in the form of next best actions. BPOs and enterprises can also optimize more complex use cases with bots, including new customer on-boarding, payment and dispute management, proactive selling, customer churn management, and more.
You can learn more about QuandaGo Collaborative Case Management here.
Quandago is a cloud customer experience software company focused on contact centers, knowledge management, and intelligent process automation. Today, QuandaGo manages more than 100 million interactions for customers in the retail, BPO & services, utilities, financial services and communications industries. Email firstname.lastname@example.org or visit www.quandago.com.