Create a Collaborative Contact Centre with ipSCAPE & Microsoft Entra ID

Posted: 28 August 2023

Contact centre agents play a crucial role as the first point of interaction between customers and your business. These staff members endeavor to deliver the most optimal customer experience and are entrusted to resolve every enquiry. However, they may sometimes have the answers despite being on the frontline.

Outdated contact centre technology and a lack of integration capabilities build a barrier between an organisation’s call centre department and the rest of the business. This makes it harder for contact centre teams to achieve targets such as improving First Call Resolution (FCR) and reducing Average Handle Time (AHT). Microsoft Entra ID is dismantling this barrier by enabling collaboration between contact centre agents and back-office staff members.

ipSCAPE has recently launched Contact Directory for Microsoft Entra ID (previously known as Azure Active Directory) to enable seamless transfers for calls and emails between the contact centre and even back-office staff.

Keep reading to learn how ipSCAPE’s cloud contact centre solution seamlessly integrates with Microsoft Entra ID to facilitate streamlined communication across different departments and how your business can leverage this functionality to improve customer experiences.

What is Microsoft Entra ID?

Microsoft Entra ID (previously referred to as Azure Active Directory) helps organisations securely manage and safeguard staff identities across their cloud applications. On top of this, Microsoft Entra ID enables staff members to access an organisational contact directory.  This navigation list contains their colleagues’ contact information, such as their email address and phone number.

How does ipSCAPE’s contact centre solution integrate with Microsoft Entra ID to empower collaboration?

Microsoft’s ‘Contact Directory’ tool, a Microsoft Entra ID component, is easily accessible within ipSCAPE’s contact centre solution. Managers can use the toggle button in the ‘Workspace’ module to turn the Contact Directory feature on or off by campaign.

Agents can leverage this feature across two channels by synchronising your organisation’s Contact Directory into ipSCAPE’s contact centre solution. While on a phone call with a customer, the agent can enter a colleague’s name and select the person from a drop-down list to transfer the call to the person best equipped to handle and resolve the customer’s enquiry. Moreover, an email can be escalated to a subject matter expert by typing their name after selecting the ‘forward’ button.

 Leveraging this integration can foster collaboration, streamline communication and enable a seamless customer experience in real-time.

What are the benefits of using Contact Directory in your Contact Centre Solution?

Utilising the robust functionality of Microsoft Entra ID’s Contact Directory tool within ipSCAPE’s contact centre solution can deliver numerous benefits for your business.

Some of these benefits include:

  • Reducing Average Handling Time (AHT) – seamlessly transferring a call to a subject matter expert can help efficiently address the customer’s query and minimise the time required to reach a resolution.
  • Improving Agent Productivity – Previously, when an agent faced an unfamiliar query, they would either place the customer on hold or end the interaction to gather accurate information. This can be a time-consuming and frustrating process for the customer. However, by utilising Contact Directory, agents can seamlessly transfer a call to a more skilled or relevant member to resolve the customer’s query.
  • Unifying contact centre and back-office staff – Contact Directory fosters collaboration among different business departments, which can help improve customer service processes. For instance, when an agent transfers a call to a back-office staff member who resolves the enquiry, contact center agents can enhance their skillset and knowledge. This contributes to improving key targets such as AHT and FCR.
  • Minimising the risk of errors – equipping agents with the functionality to quickly transfer a call or escalate an email to a back-office staff member who is the most appropriate to help the customer can minimise the chance of contact centre agents providing inaccurate information within the interaction.
  • Leveraging Microsoft Entra ID for simplifying operations – IT managers can manage employee details centrally, which optimises administration. This ensures contact centre employees can access their colleagues’ most up-to-date contact information when using Contact Directory to either escalate an email or transfer a call.
  • Easily configurable – managers can configure which staff members are available to contact centre agents in the organisational directory. This assists in improving metrics such as AHT and FCR and ensures customers are served by the organisation’s subject matter experts, who can share their knowledge to resolve varying enquiries.

Would you like to know more about how ipSCAPE’s integration with Microsoft Entra ID’s Contact Directory can empower collaboration and streamline communication across different business departments? Contact us  to learn how our cloud contact centre technology can help your business enrich customer experiences and achieve operational efficiencies.

ipSCAPE is a feature-rich, scalable cloud communication technology solution with advanced integration capabilities. We help businesses connect with their customers through multi-channel communications, including Voice, Web Chat, Email, SMS, IVR, and other emerging channels.