You may not have heard of Heedify, that’s OK, it’s because they are a fresh new company with an exciting new vision to enable integrated and seamless integration between your Microsoft Teams solution and your customer service interactions.
Speaking with Mefteh Werghemmi, Co-Founder of Heedify, Mefteh explains that there is a historic hesitancy within contact center operatives to move their customer facing voice and chat operations away from traditional VoIP based contact center solutions such as Cisco UCCX or Avaya UCCS to Microsoft based Unified Communication products dating back to Lync. Why? As Mefteh continues to explain, integrating a true contact center application with traditional Microsoft UC products has never been straightforward with compromises having to be accepted on both vendor and customer sides. So businesses chose to stick with what they have.
Microsoft Teams has provided an opportunity to close the gap in Microsoft centric contact center applications and their traditional counterparts with the integration now offered by Microsoft Graph API and Azure Communication Services. These allow contact center providers to develop native, cloud based, integrated contact centers for Microsoft Teams that are not only comparable to the traditional solutions, but in many cases overtake their capabilities.
There are two models that can be adopted by contact center vendors looking to integrate their solution with Microsoft Teams. The “Connect” model, where integration is achieved through presence synchronisation and Microsoft Teams Direct Routing for connect calls to agents and the “Extend” model. The Extend model is the closest integration possible that builds on top of native Teams controls, APIs and Azure Applications that do not require Direct Routing between the application and the agent. Instead, calls and controls are delivered natively in Teams as an “on-net” Teams to Teams-like call.
Heedify is a Microsoft Teams Extend Contact Center that combines a simple to use native Teams experience for both voice and webchat.
Heedify contains all the features you’d expect from a contact center including real time wallboards, call recording, detailed reporting and supervisor controls making operating your contact center in the hybrid workplace easy and simple.
Heedify also integrates with CRM solutions you may already use in your organisation such as Salesforce, ServiceNow and Freshdesk.
These integrations allow your agents to identify the customer quickly and give them access to important account or service ticket information that can help increase your first call resolution performance.
Other integrations are possible through development requests and we can expect Heedify to grow their integration catalogue throughout 2022.
Mefteh explains that Heedify was created to simplify what he saw as a complicated market empowering the customer to create contact workflows that are designed for the ultimate customer experience with minimal technical knowledge. Mefteh claims that a customer can create a contact center ready to go live within 1 hour of signing up to Heedify!
In terms of pricing, Heedify operate a simple pricing model on a per agent per month basis. Depending on the type of features you require the starting price is 60 EURO per month per agent based on an annual commitment. The top level pricing at 80 EURO per agent per month includes advanced features such as call recording, webchat and CRM integration. This flexible model allows you to tailor your contact centre to the features you need rather than paying for a product that you’re utilising 50% of its capabilities.
Commsverse is excited to welcome Heedify to our event for 2022 and to view their solution in action. If you’re in the the market for a contact centre product, then attending Commsverse and speaking with Heedify could be the start of a customer service journey.