Customer Experience
Digital Contact Centre
The release of Dynamics 365 Contact Centre
Microsoft has released Dynamics 365 Contact Centre, a cloud-based programme that uses artificial intelligence (AI) to improve customer interaction and increase productivity.
Here’s an overview of how it works and the proven benefits it can bring to your operations:
The Importance of Superior Customer Service
Maintaining high standards can be difficult when staff expansion outpaces business development. It is well-established that providing outstanding customer service leads to client retention.
Microsoft has long provided CRM tools to improve customer satisfaction; the next step in this technology’s development is the release of Dynamics 365 Contact Centre.
By utilising generative AI to create interactions that are human-like, this approach aims to transform contact centre operations. It makes service delivery scalable and guarantees that clients get the information they want in an efficient manner.
Dynamics 365 Contact Centre provides significant scalability and dependability for voice, digital channels, and routeing thanks to its cloud-first methodology. It enables businesses to include cutting-edge AI capabilities while enhancing their current CRM or bespoke apps.
What Are The Capabilities Of Dynamics 365 Contact Centre?
With its cloud-first technology, Dynamics 365 Contact Centre offers dependable and scalable solutions for voice, digital channels, and routeing. This allows businesses to take use of cutting-edge AI capabilities while retaining their present CRM or bespoke apps. Crucial elements consist of:
Advanced, pre-integrated Copilots for digital and voice channels are available in Dynamics 365 Contact Centre, offering next-generation self-service. The no-code/low-code designer from Microsoft Copilot Studio is combined with state-of-the-art interactive voice response (IVR) technology in this solution to improve self-service capabilities. Customers are able to take care of more difficulties on their own, which cuts down on wait times and boosts productivity.
Faster Human-Assisted Service: When automated systems don’t precisely meet the demands of the user, it can be annoying. Dynamics 365 Contact Center’s intelligent routeing promptly routes requests requiring human interaction to the most suitable agents. After connecting, agents have access to real-time tools including call transcriptions, discussion summaries, and sentiment analysis, which together provide a full 360-degree picture of the consumer. By automating monotonous chores like writing letters, summarising situations, and recommending replies, generative AI helps agents even more.
Operational Efficiency: To provide outstanding service, effective metrics and flexibility are essential. Service teams can now more effectively detect problems early, improve key performance indicators (KPIs), and quickly adjust to changing client demands thanks to Dynamics 365 Contact Centre. Service managers can improve contact centre operations across all support channels and increase team productivity with real-time data.
Verified by Microsoft
Although Dynamics 365 Contact Centre and similar technologies appear promising in principle, practical experiences may differ. The fact that Microsoft’s customer support staff has previously implemented and evaluated the Contact Centre is comforting.
With Copilot, Microsoft’s team was able to simplify operations from previously handling over 500 tools and 16 separate platforms. Impressive outcomes followed this transition: a 13% drop in peer support requests, a 12% reduction in average handling times for chat engagements, a 31% improvement in first-call resolution, and a 20% reduction in missed routes.
These statistics demonstrate the major advantages of Dynamics 365 Contact Centre, as even small performance gains may have a big impact on a firm the size of Microsoft.
Easily Expand Customer Services
Businesses now have the chance to modernise their customer service operations, surpass the ever-expanding expectations of their customers, and forge better connections with Dynamics 365 Contact Centre. Dynamics 365 Contact Centre has the capacity to raise the bar for superior customer care.
Being a supplier of all-inclusive Microsoft customer support solutions, Storata is in a good position to help businesses incorporate Dynamics 365 Contact Centre into their daily operations.
Business Value
Generate scalable, customised experiences
It’s time to improve critical touchpoints in the customer journey and cultivate a customer-first culture to completely change the way that customers interact with your company. Many of the most adored brands in the world and those spearheading great customer experience changes rely on Storata, with its emphasis on actionable insights, as the foundation of their operations.
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