Collaboration in the workplace has never been as crucial as it is today, and tools like Microsoft Teams have revolutionized the way we work together. But what if you could integrate your interactions with Genesys Cloud and Microsoft Teams even more closely for an optimal user experience? Well, that’s now possible thanks to an exciting new feature: updating the Teams presence when interacting in Genesys Cloud. This capability is provided by the Genesys Blueprint development center.
Genesys Cloud Developer Blueprint regularly provides detailed instructions and open source code repositories, to help developers get started with custom integrations with third-party products and complex solutions within Genesys Cloud.
The article Update MS Teams Presence from Inbound Interaction Trigger Blueprint describes this new feature in detail, offering seamless integration between Genesys Cloud and Microsoft Teams. It enables agents to better manage their interactions while maintaining seamless communication with their team via Teams. In short, when an Architect workflow receives an incoming interaction, a Microsoft Graph API call is sent to the Microsoft Teams user associated with the Genesys Cloud agent assigned to the interaction. The presence of this Microsoft Teams user will be set to “Do not disturb” when voice interaction voice interaction begins. When the interaction ends, the Microsoft Teams user’s presence is set to “Available”. The illustration below shows the solution from an agent’s point of view.
As you can see, this is a one-way presence, not the omnidirectional one envisaged in the Genesys roadmap.
Why is updating Teams essential?
When you work in a contact center environment, it’s crucial to maintain communication with your team, even when you’re in the middle of a customer interaction. Updating the Teams presence in Genesys Cloud offers several benefits:
- Real-time visibility
Other members of your team can see in real time if you’re busy with a customer interaction. This avoids unnecessary interruptions and ensures that your colleagues are kept informed of your availability.
- Prioritizing interactions
By automatically updating your Teams status, you enable your team to prioritize interactions according to your availability. For example, if you’re communicating with an important customer, other members of your team may wait before approaching you.
- Better time management
The integration of Teams presence into Genesys Cloud enables agents to manage their time more effectively by avoiding the need to juggle between different applications to update their status.
- Improving the customer experience
By reducing unnecessary interruptions, agents can focus more on customer needs, improving the overall customer experience.
Effective collaboration is the key to business success, and this new feature will enable you to optimize your interactions while maintaining seamless communication with your team while waiting for the bi-directional synchronization of Genesys and Teams status. Explore this opportunity to improve your efficiency and offer first-class customer service!