Microsoft Digital Contact Center Platform is here – and we’re excited!
Delivering top customer service is paramount to your brand’s reputation. Thankfully, Microsoft’s latest offering is here to help.
The new platform is a collaborative and flexible contact center solution, designed to give your customers a seamless and consistent journey.
Customer service agents are given a 360 view of the customer and their journey, and are able to manage requests from any channel. They are even given conversational intelligence with ‘next-best responses’ and recommendations to increase the likelihood of cross-selling.
The platform is powered by the tools within Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform, and new to the club, Nuance. Customers can be communicated with through digital messaging, voice and video, not just email notifications.
It can provide a personal experience using AI to anticipate customer requests, predict their intention and deliver a quick resolution, streamlining your operations and boosting customer satisfaction.
The AI it uses boosts self-service experiences as well as customer exchanges, telephony and fraud prevention.
The fact it is an open platform, that can be used through more than one piece of software, means that businesses don’t necessarily need a big upgrade to facilitate the platform – they can build on what they have, and add the capabilities to suit them, as it can integrate with a number of CRM systems.
The Microsoft Digital Contact Center Platform lets you communicate with consumers across multiple channels everyday – helping you to meet the needs and expectations of your customers.
It has an intelligent self-service function that can use scaled automation to resolve customer queries with repeatable tasks.
The platform can match customers to the most appropriate real or virtual agents using AI-powered recommendations to gage skills and capacity.
There is the opportunity to hyper-personalise customer experience across social messaging platforms. Dynamics 365 Customer Service offers Teams voice and video embedding.
Interactions with customers are protected using biometric authentication to authenticate customers in seconds to prevent fraud. It can also pinpoint fraud patterns.
The platform offers real-time insights and analytics. Your customer service team can increase conversions through real-time offers and personalised offer recommendations.
Understand your customers better using the tracked behaviour insights and increase sales using predictive targeting.
Microsoft Digital Contact Center Platform offers customer service teams so much, whilst removing complex IT integrations. It is scalable and flexible to manage peaks in demand.
If you’d like to find out more about it, drop us a line today on 01952 897 010.
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etac Solutions are long established suppliers of Microsoft Dynamics NAV and now provide Microsoft Dynamics 365 Business Central as part of our ERP services. We pride ourselves in taking a different approach in order to craft the most appropriate solutions for our customers. We are a technology partner who can integrate, implement and then support your ERP solution at every step.