Use Voca CIC Worker Application Directly within Microsoft Teams Client

The Voca CIC Worker application is now available for use through the Microsoft Teams desktop client. Workers and Supervisors can add the application to their Microsoft Teams client, log into their account using Microsoft SSO and begin using the full capabilities of the Voca CIC Worker application.

Voca CIC customers can still use the Worker application through a web browser based on their preference.

Below are a few of the core capabilities available to Agents and Supervisors who are new to using the Voca CIC Worker application.

Agents

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Manage Every Customer Interaction in One-screen with CRM Data

Agents in the Voca CIC Worker App can interact with customers over voice, webchat, and email without switching screens, access live CRM data during calls, and manage channel-specific availability.

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Provide Agents Context for Every Customer Interaction

Intelligently route the right customer to the right agent with the right amount of context for a personalized customer experience from the moment the agent receives an interaction.

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Connect with Trusted Back-office Staff Across the Organization

Reach out to SMEs company-wide with a shared directory, Teams-presence routing, and call transfer/conferencing directly in the Voca CIC Worker App.

Supervisors

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Quickly Adjust Agents and Queues Based on Changing Demands

Notice an increase in customer service requests for payment assistance? Reskill agents and create a queue group to route calls to your most skilled service members.

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Improve CX and Agent Performance with Real-time Guidance

Give your agents live assistance when they really need it. Easily jump into a live interaction, listen, barge-in or allow agents to flag the supervisor when they need to escalate an issue.

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View Your Current Customer’s Experience

Monitor essential statistics (pending, handled, abandoned interactions, average waiting, and answering times) for each communication channel in real-time, all on a single screen.