Altigen announces the availability of CoreInteract, the first AI-based Enterprise Customer Engagement platform for Microsoft Teams.
CoreInteract for Microsoft Teams is an innovative enterprise customer engagement platform designed for any business whose sales, service, and support are top priorities. CoreInteract unifies all your business communications channels and enables your employees to interact with your customers completely within Microsoft Teams.
Built on the Microsoft Bot framework, deployed in Azure, and leveraging Azure Cognitive Services, CoreInteract is a native Teams application providing:
- Inbound Call Routing and Queuing
- Integrated screen pops for such popular applications as Dynamics 365 and Salesforce
- AI analytics, including conversation keyword and sentiment analysis
- Real-time performance dashboards
- Historical reporting with trend analysis
Over the next several months Altigen will be adding SMS, Web Chat, Email, and Social Media to CoreInteract’s routing, queuing, and reporting engine.
“The true elegance of CoreInteract’s design is that it does not require a separate desktop application, as all communications channels are delivered natively through the Microsoft Teams client already in place”, said Mark Allen, Altigen’s Chief Technology Officer. Allen goes on to explain, “One of our key design goals was to remove the need for Teams users to constantly switch between multiple applications to interact and engage with their customers. CoreInteract also integrates with Microsoft Dynamics 365 to further enhance employee productivity and customer service.”
“CoreInteract’s ability to integrate with Microsoft Dynamics 365 is a major breakthrough,” says Craig Beringer with Beringer Technology Group.
“As a long time, Microsoft Dynamics 365 integrator, having the ability to provide CRM “screen pop” information natively into Teams is a huge win for my customers.”
According to Mike Plumer, Altigen’s Vice President of Sales, “CoreInteract enables organizations using Teams to deploy an enterprise-wide customer engagement platform, a capability that has historically been limited to the contact center due to the cost and complexity of those solutions. The power and simplicity of CoreInteract extend omni-channel customer engagement to all of an organization’s customer-facing employees.”
“This is a real game-changer!” explains Voice Architect Steve Thompson – Altiatech Ltd –London, United Kingdom, “CoreInteract eliminates the gaps customers face when deciding to adopt Microsoft Teams as their voice solution. CoreInteract’s omni-channel routing capabilities, delivering information natively into Teams, makes converting to Teams Phone System a no-brainer for an organization. “