Stratus Agent

Cloud-based contact center solution for Microsoft Teams

Our 100% cloud-based contact center solution leverages the investment into Microsoft Teams and makes customer service part of the company-wide communication strategy. Thanks to the seamless integration, employees use Microsoft Teams as their one application for internal and customer communications alike. Context information, such as customer data, and easy access to experts within the company support them to handle calls professionally and efficiently. Custom workflows, skill-based routing, and real-time reporting add speed and adaptability to process optimization. We combine the powerful and extensive features of our software with a simple and intuitive user interface – to make customer interactions easy and convenient for every employee within the company.

Highlights

Maxing out every agent’s skills

Skill-based routing leverages every agent’s skills, making sure that the employees can assist customers competently. The agents’ skills, skill levels, and responsibilities are managed centrally by the supervisor.

Real-time analytics

Dashboards, reports and KPIs offer valuable insights in real-time. They enable informed decisions to adapt processes and manage staff members. Supervisors can set up company-specific KPIs and build widget-based dashboards for their staff, empowering them to react fast.

360° customer view

CRM, ERP, ticketing system – you name it, we connect it. Make all relevant customer information available to agents and let the system automatically create tickets or CRM cases. The routing engine checks customer data and connects the customer instantly with the matching employee. This reduces the need for IVR menus and increases the first contact resolution.

Custom workflows

The routing engine is set up visually making it easy to translate complex routing logic into clear and intuitive workflows. Supervisors can create, manage and change workflows themselves in real-time to adapt to customer service changes.

Teams presence status

The employees’ presence status in Microsoft Teams is used to route callers to an available employee or group. Depending on a groups’ availability, callers are either queued or automatically redirected to another team, optimizing workload distribution and reducing waiting time for customers.

Quality Management

Different supervisor functionalities such as whispering, listening, reviews of recorded interactions as well as customer surveys monitor the customer service quality and customer experience. They support the contact center leadership and management to improve service quality, increase customer satisfaction and loyalty.

Customer success stories

Customers using Luware cloud solutions for their customer service.

Contact us

Have you read enough? Let us show you a personal live demo and discuss your requirements.

Selected Features

Routing & queueing
  • Call queue
  • Presence-based call distribution
  • Skill-based routing
  • Database routing
  • Dynamic extensions
  • Presence-orientated
  • Priority-based
  • Policy-based
  • Preferred agent
  • Last agent
  • VIP
  • Longest idle
  • Automatic and requested call back
  • Fair queue
  • Simultaneous ring
  • IVR menu
  • Voicemail
  • Custom workflows
Microsoft Teams user
  • All calls handled inside MS Teams client
  • Users can opt in and out of queues
  • Information from external systems, e.g. CRM, ERP
  • Automatic creation of CRM cases or tickets
  • Sharing and distribution of external tasks
  • Live transcription
  • Inbuilt Attendant Console
  • After call work time
Reporting
  • Real-time reporting
  • Historical Reporting
  • Custom KPIs
  • Widgets-based wall/dashboards
  • Data export to Excel
  • Templates for Power BI
  • Visualization of customer interactions
  • Integration of compliance recording
  • RONA (Auto break on No Answer)
  • Agent call task/qualification/wrap-up codes
  • Agent not ready (break) reasons and reporting
Management
  • After call survey
  • Supervisor listen, whispering, barge-in
  • Integration of quality management
  • Control over individual calls in queue
  • Real-time visibility of agents in multiple queues
  • Manual prioritization of lines of business
Self service within Teams
  • Opening hours
  • Greetings
  • Forwarding targets
  • Role-based access
  • User management in Teams client
  • Centralized management of user availability
  • Emergency cases
  • Transfer parameters with call (CRM/caller data)
  • Skill level and priority per agent
  • Agent skills administered by supervisor
  • Integration into Microsoft Flow

Getting started

  • Combine all Stratus products as you wish: Team, Agent, Switchboard
  • Running in the Luware Cloud
  • Annual subscription with 30 day trial
  • Flexible license model scales for all company sizes