General

Native Microsoft Teams Integrated

The ROGER365.io Contact Center solution is fully integrated within your Teams application. That means that you don’t have to install any additional software except adding the ROGER365.io app from the Teams App store.

Azure AD Sign in

ROGER365.io makes use of you existing Azure Active Directory, that means that you don’t get another usermanagement environment. From our admin portal you can select and assign roles to your existing users.

Interactive Voice Response / Automated Attendant

Interactive Voice Response (or Auto attendant) let people call your organization and navigate a menu system by pressing a digit to speak to the right department, call queue, person, or an operator. You can also use a callers’ input to validate against a database.

Graphical Callflow Editor

Use the graphical callflow to create how callers are routed to the correct queue. You can add actions like audio prompts, provide an IVR option and insert music on hold. By drag-and-drop all actions you’re very flexible in creating your own custom flow.

Queuing / Multiple Routing Methods

The contact center solution provides multiple methods to route incoming calls to your agents:

• Longest Idle: routes each call to the agent who has been idle the longest time. An agent is considered idle if their presence state is Available.
• Serial: rings all call agents one by one in the order specified in the agent list. If an agent dismisses or does not pick up a call, the call will ring the next agent and will try all agents until it is picked up or times out.
• Round Robin: balances the routing of incoming calls so that each call agent gets the same number of calls from the queue.
• Parallel: Rings all agents in the queue at the same time. The first call agent to pick up the call gets the call.
• Skill based routing: routes the call from a queue to an agent, who has the highest skill in a certain subject (eg. language)

Neural Text to Speech

Audio prompts for callers can be uploaded from a file to the platform, but you can also use the text-to-speech option. With this you can enter de text, select the language and your preferred voice and the audio is automatically generated. Because we are using a ‘neural’ text-to-speech engine, the audio result is really amazing. Alternatively you can also upload your own WAV files.

Music on Hold

While your callers are in the queue, you can let them listen to some music. You can easily upload your own provided music files and there are some examples available on the configuration pages.

CRM Integration

With CRM Integration you can utilize your CRM to recognize callers. While they are in the queue and offered to an agent, ROGER365.io displays their name and company name. You can also use CRM information for more advanced functionalities, like routing a caller to a specific queue based on their contract or extract details like open support calls or invoices when answered by an agent. ROGER365.io has default connectors with several well known CRM systems, but we also provide an API for you to create a custom connection. Importing a CSV file is also an option.

Schedule Based Routing

A schedule can be configured to define open and closed hours. Based on that schedule callers can get the correct audio prompts and can be routed to an alternative destination, for example a voicemailbox. Also holiday’s can be configured.

Webhooks

Webhooks can be triggered during several different events like when a new call arrives. These webhooks can trigger your own applications for example a logic/power automate application.

Powerframe for Custom Apps

The powerframe can be used to create your own applications which are opened when a new call is offered to an agent. The powerframe can trigger an url which included variables like the calling phone number, but also variables from the CRM Integration. You can, for example, create an application which shows information from your CRM system, but you could also open a Microsoft Form or a PowerBI report.

* Some features are not available in every subscription. Here you can find an overview

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