This article is contributed. See the original author and article here.
Taking time to speak with customers remains one of the best ways to build relationships and close deals faster. However, in a digital world it is often difficult to secure that moment of interaction. So when that moment happens, it is critical to focus on the conversation. Capturing valuable insights and next steps is a distraction at this precious time. Microsoft Dynamics 365 Sales conversation intelligence continues to harness AI technology to assist salespeople with just that it’s there as your chief note taker. Master conversation follow ups by uncovering value from each call and gaining a deeper understanding of your customer interactions.
We’re excited to introduce two new features designed to save time and allow users to quickly access the most relevant and valuable insights from their calls:
Call categorization automatically categorize and tag short calls, making it easier to sift through large numbers of recordings and find valuable information.
Question detection track all questions asked during customer conversations. Thus allowing salespeople to understand their customers’ concerns, areas for follow up, and help managers identify trending questions and coaching opportunities.
Let’s dive into each one to learn more.
Call categorization
Call categorization introduces a revolutionary way to manage call recordings and learn more about leads, as well as assist managers with identifying coaching opportunities within their teams.
It is common for sales teams and contact centers to conduct many calls which are not successfully connected. This can lead to an overload of irrelevant data in call recording tables and a lot of noise for a seller and manager to wade through when reviewing calls for follow-up or best practice sharing. To address this issue, Dynamics 365 Sales conversation intelligence is introducing the Call categorization feature that automatically categorizes and tags short calls with 4 categories:
Voicemail when a call reaches the customer’s voicemail.
Contact unavailable when the person the seller is trying to reach is not available at that time.
Reschedule request when the lead asks for a quick raincheck.
Unwanted call for those calls where the customers requested to not be contacted again.
Once the calls are tagged, it becomes easy for sellers, managers, and operations to identify and exclude irrelevant call data. Sales teams can save time by not having to hunt for calls. Instead, with call categorization, they can review relevant conversations to follow up on and share as best practice or learnings.
Figure 1: call categorization
Question detection
When in the flow of a conversation multiple questions could be asked but the seller may not tackle them all within the call. Dynamics 365 Sales conversation intelligence now tracks all questions raised by customers and sellers during customer conversations. These are readyfor review and follow up almost immediately after the call has ended.
The new feature includes a “Questions” section in each call/meeting summary. The section tracks all questions asked during the call and groups them by customer or seller. This allows sellers and sales managers to easily locate and quickly jump to listen to a specific question within the conversation. By doing so, they gain a more in-depth understanding of the interaction.
With this insight documented, sellers can quickly drill into customers’ objections and concerns. In addition, they can review those open items for action.
Figure 2: question detection
Next steps
With these productivity enhancements sellers can focus on engaging customers knowing their systems are working hard to remove complexity and optimize their sales conversation follow ups.
This article is contributed. See the original author and article here.
Resiliency for retailers might best be understood by thinking about the delight consumers feel when they order that specific, thoughtful gift online for the holidays or when they come across the perfect gift while shopping at a store. To be successful with consumers in these moments, retailers must have the right products in stock at the right time and deliver them quickly and cost-effectively. This is what resiliency for retailers looks like, but how do you build resiliency into your supply chain?
Microsoft Supply Chain Center
Reduce supply and demand mismatches by running simulations using AI and real-time, advanced analytics.
McKinsey & Company found that 75 percent of consumer packaged goods (CPG) supply chain leaders prioritize supply chain digitalization, suggesting that resiliency through digitalization is one strategy that retailers are exploring.1 At Microsoft, we believe the path to retail resiliency lies in three interconnected capabilities: connectivity, agility, and sustainability, which we showcase solutions around at this year’s National Retail Federation (NRF) exposition in New York City.
Connectivity
True end-to-end visibility requires a platform capable of connecting and harmonizing data from new and existing sources. According to research commissioned by Microsoft from Harvard Business Review Analytic Services, 97 percent of executives agree that having a resilient supply chain positively impacts a company’s bottom line.2 The same study found that most organizations’ digital infrastructure is composed of a mix of modern and legacy apps, with only 11 percent using a single integrated platform of modern, best-in-class applications.3 This makes any solutions’ connectivity a critical factor in building resilience and agility.
One merchant that is enjoying the benefits of connectivity and visibility is iFIT. iFIT is a leading health and fitness platform that markets several home exercise equipment brands. Recently, iFIT adopted the Microsoft Supply Chain Platform to bring together its systems and data. With this integrated, centralized view, iFIT can reduce the manual effort and guesswork involved in strategically placing inventory in its more than 40 forward-stocking locations. Utilizing built-in AI capabilities, iFIT increased efficiency from 30 to 75 percent on their forward stock inventory resulting in faster delivery timesreduced from a two-week window to two daysand increased customer delight.
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iFIT uses Microsoft Supply Chain Center to optimize inventory and delight customers with rapid delivery times.
Extensible systems increase connectivity, too, such as the ability to leverage highly functional micro-services like the Inventory Visibility Add-in for Microsoft Dynamics 365 Supply Chain Management. Users can enable the Inventory Visibility service free of charge to gain a real-time, global view of on-hand inventory and tracking across all data sources and channels. Additionally, the Inventory Visibility service allows users to avoid overselling by making real-time soft reservations and using the allocation feature to ring-fence valuable on-hand stock for essential customers or channels.
Another dimension of connectivity is collaboration. Dynamics 365 and Supply Chain Center include Microsoft Teams built-in, unleashing the power of collaborative applications for users, making all your business processes and applications multiplayer. With collaborative applications, team members can connect in real time, surface and act on insights from unified data, and swarm around supply chain issues to mitigate disruptions before they impact customers.
Connected systems and data create the visibility supply chains need to sense risks and illuminate opportunitiesthe necessary precursors to agility, which we look at next.
Agility
To enable agility, supply chain software needs to increase visibility across data sources, predict and mitigate disruptions, streamline collaboration, and fulfill orderssustainably and securely. In short, companies need to understand the entire supply chain network. By connecting disparate systems and harmonizing data across the supply chain, companies gain a more comprehensive understanding of supply and demand. With Supply Chain Center, retailers can connect and harmonize data and generate supply and demand insights using AI to uncover patterns and projections based on historical and real-time inventory and order volumes.
One company using Supply Chain Center to build a more agile supply chain is Northern Tool + Equipment, a manufacturing and omnichannel retailer with 130 stores across the United States. Northern Tool + Equipment’s fragmented supply chain technology infrastructure had pushed lead times for the 100,000 items in its product catalog to four to seven days. In addition, many of the company’s products are very large, like generators and air compressors. The sheer size of these items brings further complexity to the challenge of optimizing shipping routes for cost and sustainability. Similarly, Northern Tool + Equipment struggled to provide firm delivery dates for online and in-store product orders. For a business that serves people who do tough jobs and rely on their tools for their livelihood, being competitive means offering delivery in one to three days and providing accurate delivery times.
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Northern Tool + Equipment partnered with Microsoft to overcome these challenges with an end-to-end supply chain solution. The selection of Supply Chain Center meant that Northern Tool + Equipment could immediately begin to rationalize and connect every node of its supply chain with a solution designed to create a more resilient and sustainable supply chain through an open, flexible, collaborative, and secured platform. The result? Northern Tool + Equipment can provide customers with a committed delivery date and shipping costs while also ensuring one-day to two-day delivery within a specific proximity of its stores.
A significant factor in Northern Tool + Equipment’s lead time improvement is its use of Microsoft Dynamics 365 Intelligent Order Management capabilities, which allows organizations to connect and orchestrate order fulfillment across different platforms and apps. But Supply Chain Center has an assortment of capabilities to serve other retailers on the agility journey.
One such capability is the Supply Chain Center news module, which gathers information about world events and presents articles relevant to your business and supply chain. How can this feature be a functional building block of agility?
Let’s consider an example of a retailer selling portable air conditioners. Using the news module, the retailer could receive a news alert that a specific geography is forecasted to have the hottest summer on record. This would likely increase the expected seasonal demand for the product in the affected region. The retailer could capitalize on this intelligence by increasing their forecast during the planning process so that they can be prepared to quickly shift inventory to ensure coverage.
In addition, Supply Chain Center connects with Microsoft Dynamics 365 Supply Chain Management, which gives retailers access to advanced warehouse management functionality, such as warehouse automation by integrating with partners like inVia Robotics. It also gives retailers the ability to set up pop-up warehouses in a matter of days in six easy steps. Continuing the example above, our portable air conditioner retailer might utilize the supply chain planning functionality and learn that they have insufficient warehouse capacity to meet the seasonal demand increases. In this case, they could use Dynamics 365 Supply Chain Management to open a new warehouse in a matter of days by utilizing wizards and templates and quickly deploying the mobile app. Similarly, the retailer could then improve warehouse productivity with InVia Robotics by leveraging robots to do the heavy lifting and traveling across the warehouse, freeing up workers to do the more complex task of sorting and packing. The value of these systems is getting the attention of organizations and analyst firms.
Sustainability, circular economies
In a recent survey, 46 percent of individuals who purchased products online said the most important thing they want brands to do is be socially responsible.4 This fact helps explain why 53 percent of organizations plan to increase their focus on sustainable sourcing in 2023.5 While there are several dimensions of social responsibility, sustainability is the most relevant to retail supply chain leadership. For retail supply chains, this can be challenging.
For retailers to lead not just the industry but to exceed consumers’ expectations for social responsibility, another challenge beckonsthe utilization of circular economies. Even leaders in the EU, who successfully decreased material use by 9 percent and increased products derived from recycled waste by 50 percent,6 understand that while their progress is impressive, growth of circular economies is still limited compared to their actual material footprint. Still, the incentive for retailers, beyond the value of doing the right thing, is significant. One survey by Statista expects worldwide revenue of circular economy transactions to more than double from 2022 to 2026, growing from $338 billion to $712 billion.7
One way that Microsoft is helping brands meet the challenge is with built-in sustainability features for suppliers. One example is the FedEx integration with Intelligent Order Managementwhich is included in Supply Chain Center. The FedEx integration allows users to offer boxless returns to their customers by leveraging environmentally friendly QR codes to return items at more than 60,000 retail FedEx locations. Plus, retailers can utilize the self-service return functionality of the FedEx integration to easily manage all returns with complete visibility of every step in an item’s return to the warehouse.
As we have seen here, the path to retail resilience in today’s competitive environment revolves around connectivity, agility, and sustainability. Brands should address disruptions and challenges with solutions that can exceed customer expectations, drive profitability, and improve sustainability.
This article is contributed. See the original author and article here.
As marketing leaders, one could say that your potential for success is only as good as the data you possess. But is that possession enough? To develop targeted, thoughtful, and inclusive customer experiences, acknowledging that today’s data lacks representation, diversity, and reach is important. That’s true whether you consider gender, race, age, cultural experiences, accessibility, and more.
In today’s data-driven business landscape, it’s important to reflect on the fact that the traditional data sets you’ve come to rely upon only provide part of the answer. To get to the heart of your customers’ decision-making, you need to not only consider data that’s inclusive and representative of the customers you are trying to reach, but also take a fresh look at how you measure this data.
The industry is at an inflection point. Inclusive analytics are where the opportunity for marketing leaders lienot only in terms of building a better, higher-performing business, but also in contributing to building trust and advocacy with your customers.
Marketing with Purpose
Purpose is as important now as ever for how brands engage with people.
Customers are more likely to trust, buy from, and champion companies that have or embrace a strong purpose. And we’re not talking just any purpose, but an action-driven one that helps define the business.
That’s largely because the emotional connection and association a person feels toward a brand is informed by their perception of that brand’s reputation, values, responsible business practices, and inclusivity.
“Corporate reputation management hinges on not only a brand’s emotional appeal, but also how it lives, breathes, and behaves in the market. When we add diversity into the equation, we see a heightened need for understanding and integrating the unique wants, needs, and perspectives of differing and evolving audiences.”
Walter Geer, Chief Experience Design Officer, VMLY&R
The “aha” moment, of course, comes down to how inclusivity is defined and an inclusive customer decision journey. We’re talking about a journey that is personalized to the point of being able to make people feel welcomed and included, where they say, “You get me; you’re a brand for someone like me.”1
Take, for example, one dimension of diversitygenderand a story shared by a Microsoft engineer who was in the room as this example unfolded. Several years ago, a new program manager joined the product team. During a planning meeting with several engineers, she brought up the idea that a welcome screen that the team was designing wasn’t particularly welcoming and felt cold and impersonal. As an alternative, she proposed a white background with a colorful, creative flair.
Chewy Chong, Principal of Co-Innovation at Microsoft, said, “Why don’t we test it?” And they did, conducting a small test of the prototype on 500 users. The topline data showed 40 percent increased engagement by women, but men had a 39 percent decrease in engagement. When viewed as an aggregate, these two groups zeroed each other out. Women preferred the designed version, while men equally preferred the blue version.
Moving past bias
The insight prompted curiosity and self-reflection by the team but ultimately, they chose not to make a change given the preference of the primary audience. This introduced bias into the sampling or testing by valuing one cohort over others. Businesses often optimize design for the primary audience, which leaves out the opportunity for inclusion of the needs of other customers.
What’s even more interesting is that in the welcome screen test, the team found that the user research panel was overweight in one main demographic. This speaks to the need to really understand the makeup of data sources and research panels, and how a business may be affected by bias potential, preventing that business from leaning into a more inclusive customer decision journeyand preventing the business from growing.
Source: Chewy Chong, Principal of Co-Innovation, Microsoft
The impact of this reaches beyond just excluding an audience. Overrepresentation of one group and underrepresentation of another can also impact how a company chooses to design and evolve its product(s) and marketing strategy. This is especially true in the technology vertical, where the need and stakes are higher in creating a more equitable future. Some, like Nadia Masri, Founder and CEO of Persky, a next-generation consumer insights platform, view it as not just a need, but an obligation.
“I think every startup and every technology company has an obligation to figure out ways to make a more just and equitable future that is driven by technology. If we’re leading innovation, we have to make sure that that innovation results in fairness and equality for all peopleall genders, all colors, all abilities, etc., so that everyone can be included in the future that we are building.”
Nadia Masri, Founder and CEO, Persky
Looking at exclusion to find inclusion
When you think about inclusion, companies must do more than “talk the talk” without actually learning anything. This comes from trying to optimize for the average customer but resonating with no one. The real opportunity here is to start looking at the customer not accounted for. That means diving into how that customer base is excluded, then solving that issue to grow it and create a more emotional connection.
When you have proximity with the vast diversity of human experience, proximity leads to empathy and empathy leads to insight, which allows you to close the gap between customers who are included and the people who are excluded. When you capture the heart and intention of an audience and build an authentic relationship on shared values and an understanding of their lived experience, it’s much easier to deliver on the conversion-related conversations, such as price and financing.
Take, for example, the decision journey for a new car. At Microsoft Advertising, we used our automotive analytics insights team to help understand how people decide what brand to select, type of car, price, and so on. Historically, it’s well understood that people start their buying process 26 weeks before they make a purchase decision. So, we started looking at the data at that point and then parsed the query path, analyzing more than 500,000 people’s searches over that time.
We initially looked again at gender as a dimension of diversity, discovering what women value versus men. As expected, we saw differences in what women valued during the customer decision journey compared to men at each stage in the process.
But we also did something unexpected. The team realized we had 52 weeks of data we could explore, well beyond the established 26 weeks. What we found were keywords about accessibility. People with disabilities were looking for brands that had great technology and were investing in the best type of robotics and other key attributes related to adaptive cars. Ultimately, we discovered that this audience made a brand decision 52 weeks out before disappearing from the direct query path, likely heading down a query path on financials and returning at 26 weeks.
We found these insights by being open-minded and striving to root out bias toward a long-established “fact” that the automotive customer journey starts at 26 weeks before purchase. A more inclusive customer journey is one that considers all audiences and seeks to understand their journeys from their points of view. By looking at the data 52 weeks out, we discovered that we needed to reexamine our assumptions about how we treat prepurchase data to identify new human intent signals.
Nothing about us, without us
Creating more diversity in customer experience and evaluation of the data that informs it starts from within. The meaning of “nothing about us, without us” is simple yet powerful. If you’re designing for people with disabilities, why not try designing with people with disabilities? It becomes a two-dimensional consideration.
First, ensuring more inclusive customer decision journeys requires including the diverse customer base you are trying to reach. It’s about understanding their purchase journey through their experience. That means conducting more qualitative than quantitative research to:
Learn everything from the terminology the customer uses to the way to show and describe your product and how to integrate that into your advertising.
Participate in ongoing conversations with your diverse customer base and explore every facet of their purchase journey, like how they find out about your product and packaging experiences, which is critical to ensure you serve all the needs of your diverse audience and not leave any aspect out.
Second, a diverse workforce is also essential in helping create more diversity of thought that reflects your customers’ wants and needs. A plurality of perspectives that includes diversity in gender, age, race, work experience, abilities, cultural background, and more is critical.
A diverse internal team is more likely to have the information needed to provide an empathetic, authentic, and inclusive customer experience. In other words, diverse talent can translate into improved understanding, new markets, and expanded customer bases.
The desire for teams with diversity should extend across the company at large through a supported inclusive environment.
Your company’s potential for innovation, growth, and development ties directly to your employees’ knowledge base. And clearly, a more informed, authentic, and inclusive knowledge basebased on inclusive analytics and lived experience by the breadth of the humanityis what is needed for the best collective future.
Next steps
Learn more about leveraging data across your organization to create more personalized and relevant customer experiences.
This article is contributed. See the original author and article here.
National Retail Federation (NRF) 2023: Retail’s Big Show is here, and thousands of people are joining together in New York City to collectively envision what’s next for the future of retail. The lessons and best practices to be shared have important implications for other industries as well. Retailers, operating in a highly competitive environment, are often the first to blaze the trail of innovation in customer experience.
Elevating the consumer shopping experience requires companies to deliver more relevant, streamlined experiences throughout the retail value chain. That delivery starts with unifying disparate data from sources across the end-to-end shopper journey. Driving customer acquisition, retention, and business growth requires a connection between your customers, your people, and your data.
Marketers today are rethinking their data strategies, looking for ways to take ownership of their customer data and to use that resource to create valued customer relationships in a time of tightening privacy legislation. Microsoft continues to make significant investments in helping organizations across industries fulfill customer demands for privacy and personalization while optimizing marketing return on investment (ROI). To that end, we are excited to showcase the Microsoft Customer Experience Platforman opportunity for organizations to jump-start their customer experience transformationsat NRF 2023.
Microsoft Customer Experience Platform
A platform that puts you in control of your customer data
Deliver more relevant customer engagements with the Microsoft Customer Experience Platform
The Microsoft Customer Experience Platform is an end-to-end customer experience platform that brings together industry-leading applications spanning Dynamics 365 Customer Insights, Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Commerce, Microsoft Advertising, Microsoft PromoteIQ, Microsoft Clarity, Microsoft Azure Synapse Analytics, and Microsoft Purview.
With full ownership of their data, organizations can engage buyers the way they expect. With a deep understanding of customers and rich, out-of-the-box insights, organizations can now maximize the value of their customer data. By determining and predicting intent, they can deliver the right content on the right channel and in the right moment. And, with AI-orchestrated journeys, organizations can engage customers in powerful new ways, delivering connected experiences across every customer touchpointall the way from awareness, to purchase, to service.
For Chief Data Officers (CDO) and their data wranglers, the solution delivers on their need to balance technology investments and business productivity demands with the scalability to support ever-changing business complexities. The Microsoft Customer Experience Platform integrates seamlessly with your existing Azure Data Lake to remove the complexities of duplicating the ingestion and storage of data, while making it faster to combine data with other sources and deliver unmatched time to insight.
Teams responsible for enterprise-wide data and information strategies, including privacy, governance, and data quality, can feel secure knowing that the solution fulfils their needs while, at the same time, it is helping them create business value. As consumers increasingly adopt digital technology, the data they generate creates both an opportunity for enterprises to improve their consumer engagement and a responsibility to keep consumer data safe. At the same time, consumers are increasingly exercising their rights to privacy, given the growing awareness of data misuse and breaches. The solution safeguards customer privacy and honors customer consent with built-in and configurable tools that automatically store and manage consent.
Turn insights into understanding to deliver tailored customer experiences
For Chief Marketing Officers (CMO) and their marketing teams, the Microsoft Customer Experience Platform serves as a secure, single source of truth. For marketing leaders who want to elevate customer experiences, the Microsoft Customer Experience Platform is the solution that enables your organization to build deep customer connections while maintaining full control of your data. The consolidated, real-time data powers operational excellence while AI and machine learning capabilities pave a path to competitive advantage. Having the ability to predict customers’ needs and wants means marketers can turn insights into true understanding of their prospects and customers. By leaning on their data with the magic of AI, they can now easily test and measure to ensure their investments are resulting in the most efficient and optimal outcomes. As a result, personalization becomes their crucial strategy. Businesses can now deliver tailored recommendations, content, offers, and experiences, across all channels and devices, along the entire customer journey.
Chief Executive Officers (CEO) also benefit from the solution, knowing that it is helping their teams align on growth and opportunities. The Microsoft Customer Experience Platform can aide in progress by helping to instill a digital mindset for internal processes and, as a result, create a positive, productive culture. Teams looking for new revenue streams can accelerate progress when they have a left-to-right view across the business.
Organizations like Campari Group and Leatherman rely on this end-to-end platform to successfully deliver great brand experiences and build quality customer relationships in an era of heightened customer expectations. Customers attending NRF will have the opportunity to see, first-hand, the power of Microsoft Dynamics 365 in fueling next-generation customer experience.
Extend capabilities to meet retailers’ unique needs
With the power of Microsoft Business Applications, organizations can transform customer experience, driving topline sales and improving operational efficiencies that lead to sustained profitability and meaningful growth. With the Microsoft Customer Experience Platform, retailers can optimize marketing ROI by unlocking customer data with AI-driven insights to deliver connected, personalized experiences at scale.
Customer experience is the most effective avenue for sustainable competitive advantage and often the most important barometer of success. The most successful retailers are taking control of their customer data in this time of uncertainty and changing shopper expectations, engaging in new ways across every touchpoint, creating raving fans.
Microsoft’s growing ecosystem of partners helps customers extend the robust capabilities of the Microsoft Customer Experience Platform. Our partners are dedicated to serving retailers’ unique needs by helping provide integrated retail industry-specific solutions that extend the core capabilities of the Microsoft Customer Experience Platform. They are trusted allies, helping customers to identify new opportunities for benefiting from innovations, and to accelerate the time-to-value for investments. A robust partner ecosystem extends the value of the Microsoft Customer Experience Platform with additional solutions to address the most urgent challenges the retail industry is facing today.
Join Microsoft at NRF 2023
To find out how you can unlock the value of your customer data to fuel your customer experience transformation, we invite you to join us at NRF. For more information about Microsoft announcements at NRF, be sure to read How Microsoft Teams empowers your retail workers to do more with less and the Microsoft Cloud for Retail blog. Not traveling for the show? Learn more with our Microsoft Learn collection of resources and contact your account manager today to find out how you can harness insights to inform and deliver more relevant, connected customer experiences.
This article is contributed. See the original author and article here.
Jamie is an IT admin working on managing Contoso’s IT services. Because his work is mission critical, he has a premier support account with the IT infrastructure provider. This includes direct technical support access to a specific support agent with deep knowledge of Jamie’s setup and requirements.
Jamie is working on enabling a new service in production. He knows there is some risk that he may run into an issue in the process. It gives Jamie peace of mind that he is only one call away from contacting a domain expert with knowledge of his setup if needed.
Introducing direct inbound calling in Dynamics 365 Customer Service
Many customer contact centers have scenarios where the ability to contact a specific agent via phone is critical. Handling such setups via workstreams is very cumbersome and not recommended.
The voice channel in Dynamics 365 Customer Service now provides the ability to configure direct callbacks with just a few clicks. Organizations can set up callbacks using either a default inbound profile as a configuration that can apply to all enabled agents, or specific inbound profiles for select agents. These configurations can account for special behavior settings requirements that differ from the default, e.g., agents that handle sensitive account data vs. technical customer support. Inbound profiles are modeled after existing outbound profiles, which make it intuitive to configure and manage both within the same admin UI.
Here are some important concepts to know when you are configuring direct inbound calling:
To enable direct inbound calling, assign a personal phone number to an agent and associate the capacity profile defined in the default inbound profile.
You can specify call behaviors for one or a set of agents.
Agent names are listed with phone numbers for easy agent number lookup when configuring inbound profiles.
Personal agent voice mail receives calls made directly to an agent’s phone number when the agent is unavailable.
Create personal support experiences and relationships with direct calling
Back at Contoso, Jamie is running into a service deployment issue. Normally, this would make him very nervous as he is on the clock to finish the deployment over the weekend. What makes the difference for him is that he can simply contact support agent Ana via a direct phone call. Ana knows about the Contoso deployment and is available to take the direct call and help Jamie. She decides to stay on the call with Jamie during the rest of the deployment. Jamie loves that personalized service and is super happy that he went with this IT infrastructure provider.
This article is contributed. See the original author and article here.
Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. We are proud to announce that we now support local country regions as well. As of November 30, 2022, the voice support channel is live in Canada.
Native voice support channel capabilities
The integrated voice channel allows customer service representatives to communicate with customers on the phone to resolve issues. The Canada launch includes all the features that the voice channel in omnichannel Customer Service environments supports today.
Self-serve voice support channel with Power Virtual Agents
The Canada general availability launch also integrates Power Virtual Agents. Subject matter experts can build conversational interactive voice response (IVR) bots in just a few clicks to help customers quickly self-serve, reducing contact center operation costs. Learn how to configure Power Virtual Agents bots for voice.
As the native voice channel in Dynamics 365 Customer Service continues to expand in regions, languages, and capabilities, subscribe to this blog for the latest updates. Set up your Omnichannel for Customer Service and install the voice channel today. Install voice channel in Omnichannel for Customer Service | Microsoft Learn
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