A few weeks ago, during his Microsoft Inspire keynote, Satya Nadella reminded us of the distinct value that Microsoft provides to organizations by leading the way in digital transformation and supercharging their systems of record. “Dynamics 365 is purpose-built for this new world of business process. Our intelligent business applications connect data, process, and teams, ushering in a new era of hyper connected business and offering unparalleled value.” And over this past year we have been proud to see our customers take Dynamics 365 and show that there are really no limits to what can be done when you unite data silos with industry-leading AI and integrate collaboration tools throughout.
From the Campari Group’s ability to deploy bespoke personalization to their event attendees with real-time customer journey orchestration, to Dextra Group’s saving a whopping 60 percent on their customer relationship management (CRM) cost while also increasing seller productivity and lead quality, and to the city of Richmond, Virginia transformation of their non-emergency case management capabilities to deliver omnichannel engagement for improved efficiency and also becoming benchmark for how governments nationwide can utilize digital tools to better serve their communities.
What makes our CRM and connected products stand out for our customers? Here are seven key insights we have heard over the past year.
Dynamics 365 provides an end-to-end, full-funnel solution. Dynamics 365 is the only portfolio of intelligent business applications that accelerates revenue outcomes by transforming selling experiences with a single intelligent, digital, customizable solution.
Robust AI insights at your fingertips. Dynamics 365 enables everyone, across every team, to make better and more impactful decisions by converting data into insights with the intelligence of Microsoft AI allowing teams to be more efficient and productive.
Breakdown the barriers between people. We offer the leading workplace collaboration, video conferencing, and meeting software in the world with Microsoft Teams, which can connect seamlessly with our out-of-the-box CRM or be personalized to fit an organization’s needs with custom features.
Personalize every experience. Dynamics 365 Marketing assists companies in more deeply understanding their customers and drives intent with AI-powered insights to deliver connected experiencesall the way from acquisition to retention.
Streamlined, proactive, scalable sales. Dynamics 365 helps sales teams uplevel forecasting and revenue operations with built-in AI and machine learning and enhance seller performance with recommended next best actions, productivity tools, and real-time coaching.
Breakthrough service capabilities. Dynamics 365 Customer Service helps organizations meet the evolving needs of every customer across every channel and increases customer satisfaction, while boosting frontline employee productivity regardless of location.
Low-code transformation. With Microsoft Power Platform, organizations can provide anyone with the ability for low-code transformation with low-code, intuitive, extensible tools that seamlessly connect to Dynamics 365.
It’s an honor for us that so many organizations look to us for help modernizing sales, marketing, and service operations. As Forrester states in its report, “Microsoft’s strong vision, the breadth of its suite, and its partner ecosystem and industry solutions drive its 40% year-over-year growth, especially in industries such as financial services, healthcare, and retail.” We genuinely believe that with connected data, underpinned by industry leading AI and insights, there are no limits to what organizations can do. From upleveling employee experiences, to improving team productivity, and building deeper relationships with customers. It is all available with Dynamics 365.
This article is contributed. See the original author and article here.
Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help.
That’s why we launched the Microsoft Digital Contact Center Platforman open, extensible, and collaborative platform for delivering seamless, omnichannel customer engagement at scalebuilt with AI at its heart, powered by Nuance technologies.
Bringing the power of AI to the contact center
AI is fast becoming an essential part of every contact center strategy, helping improve customer experiences while reducing costs, and helping contact center leaders accomplish their customer acquisition, retention, and revenue goals.
And now, enterprises have even more ways to optimize their digital experience strategy with AI.
The launch of the Microsoft Digital Contact Center Platform shows our commitment to putting our customers first. It brings together innovation from Nuance and Microsoft to power unmatched self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities. In this series of articles, we’ll outline how Nuance solutions enable the Microsoft Digital Contact Center Platform to deliver value across every engagement channelstarting with digital.
Creating standout digital experiences
As we enter a new, AI-powered era for the contact center, we look forward to stories from enterprise customers about how they’ve optimized their digital engagement strategies with the capabilities of Nuance’s intelligent engagement solutions and Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform, and Azure.
Flexibility and choice, with an open platform
Many enterprises want to augment their digital capabilities to provide intelligent, omnichannel experiences. But they also need to protect the investments they’ve made in their existing customer engagement solutions, contact center platforms, and back-office systems.
The Microsoft Digital Contact Center Platform uses open, vendor-agnostic Nuance digital engagement solutions to offer complete flexibility and investment protection for organizations that want to:
Integrate best-of-breed virtual assistant or live chat solutions with a third-party customer relationship management (CRM) from any vendor.
Have a third-party virtual assistant, but need to integrate it with an industry-leading live agent platform.
Add powerful new messaging capabilities to a third-party agent desktop.
Surface third-party product recommendations, next best actions, knowledgebase information, tech support, or order management systems to their agents on a unified desktop.
And now that Microsoft and Nuance innovations are on a single platform, it’s even simpler for organizations currently using the Nuance Digital Engagement Platform to benefit from everything the Microsoft cloud has to offer, including CRM, knowledge management, case management, collaboration tools, and many other services.
A proven track record of increasing self-serviceand driving sales
The Nuance solutions on the Microsoft Digital Contact Center Platform have a strong record of enabling intelligent self-service and increasing containment.
For example, the AI-powered targeting engine behind Nuance Virtual Assistant and Live Assist uses customer profiles and purchase history to engage customers with personalized incentives and relevant offers at the right moment in their journey. That creates more valuable upsell and cross-sell opportunities, helping increase sales in digital channels. Esurance, for instance, generated live chat incremental sales of $4.4 million in just one quarter after implementing Nuance Live Assistand also saw 86 percent increased customer satisfaction with live chat.
Advanced capabilities built on decades of contact center AI experience
The powerful functionality of Nuance digital solutions comes from long experience in delivering AI-powered innovations for all customer engagement channels.
With Nuance AI on the Microsoft Digital Contact Center Platform, organizations can use proactive targeting to deliver the right kind of engagement for each customerat exactly the right time. They can enhance digital experiences by using rich media widgets in messaging channels. They can reduce the time and cost of ramping up new agents by delivering real-time guidance and recommendations straight to the agent desktop. The list goes on.
Plus, Nuance biometric authentication and intelligent fraud prevention solutions help streamline customer experiences and protect every interaction. And everything is delivered through a highly secure, compliant, and capable web interface that meets the stringent data privacy and security standards that regulators, businesses, and customers demand.
A roadmap for the future of the digital contact center
It’s an exciting time to be working with customer engagement leaders. We’re developing an evergreen roadmap for the Microsoft Digital Contact Center Platform, and while we’ll continuously add new capabilities, we’ll also ensure our customers’ existing investments are protected, enabling them to migrate seamlessly to our combined platform at their own pace.
Together with our trailblazing customers, discover how Nuance and Microsoft can offer limitless flexibility, unmatched operational efficiency, amazing customer and agent experiencesand better business outcomes with the Microsoft Digital Contact Center Platform.
This article is contributed. See the original author and article here.
At the announcement of Microsoft Viva Sales, Paul Greenberg, Founder, Managing Principal, The 56 Group, LLC,often called the “Godfather of CRM” and has written a book, CRM at the Speed of Light, and I were chatting about the state of customer relationship management (CRM) market and the innovations in the last 20 years. One area we both agreed that has been underserved is the seller experience. CRM vendors have all focused on the system of recordthe CRM system but sellers continue to work in the system of productivityMicrosoft Office and Microsoft Teams with no connection between them.
In independent research conducted by Microsoft, we surveyed over 500 salespeople who live and work in North America and who use a CRM on a regular basis. The findings revealed that the tools in use today aren’t always helping, and, in some instances, they are even hindering a salesperson’s ability to do their job.1 They love the CRM, but they hate manual data entry. This is one area where Microsoft wants to focus on with Viva Sales. With Viva Sales, we take the manual work of CRM away from the sellers and put technology to work on behalf of the sellers so they can cut the forms, connect the data, and crush the sale.
The Viva Sales preview includes surfacing customer contact information from your CRM directly in Microsoft Outlook and Teams, connecting to the CRM of your choice, capturing rich contact information in Outlook, capturing notes and action items using AI, providing AI driven recommendations, and more.
Improve the seller experience with Microsoft Viva Sales
The past two years have had a profound impact on work. Employee expectations concerning how, where, and when they work have significantly changed and continue to evolve. While these work trends are pervasive across the workforce, they have especially reshaped the expectations of sales professionals who have had to adapt to an increasingly digital workplace all while using outdated sales tools. In fact, 74 percent of sellers described sales intelligence tools as critical or extremely critical in closing deals.1 Prior to 2018, digital selling was already gaining popularity but the forced adoption of remote work, brought on by COVID-19, put a spotlight on the top pain points common across sales organizations by highlighting the gaps and limitations in the sales tools.
With Viva Sales we address these gaps to mitigate these top pain points:
Manual data entry is time-consuming and frustrating and bogs down digital sellers.
Inability to capture customer engagement data in productivity applications where sellers do their work. According to Futurum research, 82 percent of salespeople shared that faulty data has led to an embarrassing mistake with a customer.2
Lack of AI-based recommendations delivered to the point of action.
Disconnected processes and tools that slow down productivity. Sellers spend two-thirds of their time on administrative tasks that do not directly generate revenue.
Viva Sales gives sellers more time to focus on selling by eliminating the administrative burden of manual data entry to provide an improved seller experience. Combining the power of Microsoft 365 applications and Teams, this new sales experience application captures, accesses, and registers data into any CRM. With Viva Sales, sellers can cut the forms, connect the data, and crush the sale.
The power of AI combined with enriched customer engagement data from Microsoft 365 applications and Teams provides easy access to sales intelligence in the applications sellers already use every day.
In the video, The future of sales enablement, Paul states “Because Viva Sales is 100% seller focused and all the sales manager stuff is taken care of by the more traditional CRM technologies. That’s pretty awesome. You’ve managed to create it in a way that doesn’t disrupt or destroy the traditional focus but actually enhances it but at the same time makes the seller’s experience much better for that seller, which is not something that has been around much.”
DDMRP is the next evolution of material requirements planning (MRP), which has a long and storied history in manufacturing. From its origins in the early 1960s as the first manufacturing information system, MRP’s first evolution was to MRP II during the 1980s. Then, in the 1990s, MRP II evolved further into sales and operations planning (S&OP). Most recently, MRP was extended to include major enterprise functions, forming the basis of modern enterprise resource planning (ERP) systems. As such, it is fair to say that MRP’s staying power rests in the fact that it works.
Still, almost anyone involved in manufacturing planning can tell you that while MRP works, it is far from perfect. Organizations of every industry, size, and sophistication still have items that they chronically either have too much of or, conversely, never have enough. These items drive unplanned schedule changes, create inefficiencies, and increase costs in various ways. With the arrival of DDMRP, MRP continues to add to its storied history by incorporating new innovative thinking, such as strategically decoupling inventory from the sales forecast and introducing a new calculation for lead time, that delivers significant benefits to early adopters’ organizations.
What is DDMRP?
As MRP continued to be useful, it eventually became a standard function of modern-day ERP. During this time, other significant manufacturing philosophies and methods were born. The least effective of these were fads that have faded from use, but a handful went on to transform manufacturing in their own right. These include distribution requirements planning (DRP), lean manufacturing, theory of constraints (TOC), and Six Sigma. Each of these methodologies added a tool to our belt of such significance that they remain with us and in broad use today. This brings us back to DDMRP, the newest iteration of MRP, and our latest feature available for preview. While DDMRP is a relatively new methodology, it borrows and combines elements from the tried-and-true manufacturing philosophies discussed earlier in this paragraph.
According to the Demand Driven Institute, demand driven material requirements planning (DDMRP) is “a multi-echelon planning and execution method to protect and promote the flow of relevant information through the establishment and management of strategically placed decoupling point stock buffers.”1 It is important to note that the Demand Driven Institute is essentially a standards body for all DDMRP matters. They offer certification for software vendors to ensure that the principles of DDMRP are adequately embedded and utilized in a given application, and we are proud to share that Dynamics 365 Supply Chain Management is Demand Driven Institute compliant.
Several of the benefits of using DDMRP include the following:
Improve customer service to consistently reach 97 to 100 percent on-time order fulfillment rates.
Compress lead times for typical reductions above 80 percent across several industry segments.
Optimize inventory to unlock inventory reductions of 30 to 45 percent without impacting service levels.
Lower total operating costs by eliminating the false signals and schedule break-ins that drive expensive expedite activities, such as fast freight, partial ships, and cross-ships.
Improve planner productivity by providing visibility of priorities instead of constantly fighting the conflicting messages of MRP.
Create a predictive and resilient supply chain
According to a 2022 McKinsey & Company survey of dozens of supply chain executives, 90 percent expect to overhaul planning IT within the next five years.2 The renewed focus on supply chain planning was born from a broad recognition formed during COVID-19: our modern, lean, just-in-time supply chains were amazingly efficient and cost-effective but far from resilient in the face of unprecedented and sustained global disruptions.
As businesses grappled with how to respond to the crisis, many identified opportunities to invest in their supply chain to become more predictive and resilient. It was no longer acceptable, as an example, for manufacturing production scheduling runs to last several hours or only run once per day. The new normal required systems to give planners near-real-time visibility and control and were capable of executing planning runs multiple times per day in the span of minutes. With our Planning Optimization Add-in, we were able to move master planning calculations outside of Dynamics 365 Supply Chain Management, which reduced planning runtimes from hours to minutes. The Planning Optimization Add-in also introduced priority-based planning, which allows businesses to distinguish demand based on urgency, and introduced one of the five steps required as part of DDMRP.
Microservices, like the Planning Optimization Add-in, are one way to quickly realize value from an ERP migration to the cloud. They deliver benefits such as better performance by offloading workloads to the cloud and improving adaptability by allowing you to react to changing demand in real-time. Ultimately, these investments in planning-related improvement features are designed to reduce stockouts and lower the cost of on-hand inventory, all while ensuring that more customer orders are fulfilled on time and in full.
Maximize operational efficiency with agile business applications
In this blog, we announced the preview of DDMRP, reviewed the evolution of MRP, and provided a basic understanding of what DDMRP is and its benefits. Then we touched on related microservice add-ins for Dynamics 365, such as Planning Optimization and priority-based planning, which are helping organizations create predictive and resilient supply chains.
Dynamics 365 Supply Chain Management is an agile and modern, composable business application. It enables manufacturers, retailers, and distributors to create a connected and resilient supply chain by enhancing visibility, advancing planning agility, and maximizing asset uptime to operate profitably during disruptions. And for companies planning to migrate their ERP to the cloud, the composable approach of Dynamics 365 makes it easy to start with a single workload and add additional solutions as the business evolves and needs mature. It also streamlines planning, production, inventory, warehouse, and transportation to maximize operational efficiency while also giving you access to groundbreaking innovations such as demand driven material requirements planning (DDMRP).
This article is contributed. See the original author and article here.
Data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States, give individuals the right to govern how an organization uses their personal data. These regulations allow people to opt in or out of having their personal data collected, processed, or shared, and require organizations to implement reasonable procedures and practices to obtain and respect their customers’ data use consent.
What is consent?
What do we mean when we talk about “consent” in the context of data protection and privacy? Simply put, it’s an individual’s decision about whether and how data about them is collected and used. Easy to define, but extraordinarily complex in practice.
Organizations have multiple types of information about their customers, including transactional data (such as membership renewals), behavioral data (such as URLs visited), and observational data (such as time spent on specific webpages). Additionally, customers can have multiple types of contact points (such as email addresses, phone numbers, and social media handles). Adding to an already complex challenge, the purposes for using customer data can vary across an organization’s lines of business and can number in the dozens.
Consider the example of an online sports franchise that has two different lines of business: football merchandise and memberships. The organization will need to capture the following information to use a customer’s data with their consent:
Organization: Contoso Football Franchise
Line of business: Football merchandise
Contact point: someone@example.com
Purpose for using data: Email communications with promotional offers for football merchandise
Consent preference: Opt-in/opt-out
A customer’s consent to collect and use their data must be obtained for each data source, contact point, and use or purpose.
The challenge: Obtain consent for multiple types of personal data and contact points
Every industry around the globe is affected by privacy legislation and related requirements, from the Health Insurance Portability and Accountability Act (HIPAA) in the healthcare industry, to the Children’s Online Privacy Protection Act (COPPA) in online services, to legal frameworks such as the GDPR, to state-specific acts such as the CCPA. Requesting and respecting your customer’s consent for each contact point, type of data, and the purposes to which the data is putwhich must comply with all applicable data protection and privacy regulationsquickly becomes a monumental task.
The solution: Include consent in your customer data platform
One way to be sure you’ve captured granular levels of consent preferences is to ingest customer data from various sourcestransactional, behavioral, and observationalinto a customer data platform (CDP). A CDP like Microsoft Dynamics 365 Customer Insights helps you build a complete picture of individual customers that includes their consent for specific uses of their data.
Unified customer profiles in Customer Insights provide 360-degree views of your customers, including the consent they’ve granted for using their data. Customer Insights enables companies to add their captured consent data as a primary attribute, ensuring that you can honor your customers’ preferences for the collection, processing, and use of their data. Capturing consent preferences can help you power personalized experiences for customers while at the same time respecting their right to privacy.
Respecting customers’ preferences for specific data use purposes is key to building trust relationships. Dynamics 365 Marketing automatically applies consent preferences through subscription centers to support compliance with the GDPR, CCPA, HIPAA, and other data protection and privacy regulations.
Why include consent in a unified customer profile?
Here are three common scenarios that illustrate the significant advantages to having consent data as part of a single, unified customer profile.
Consent data is specific to lines of business and, hence, is often fragmented. Consider our earlier example of the online sports franchise with two different lines of business, football merchandise and memberships. This organization is likely to have separate consent data captured by each line of business for the same customer. It makes a lot of sense to unify these consent data sources into a single profile to enforce organization-wide privacy policies.
The customer can revoke consent at any time and expects the business to honor the change with immediate effect. For instance, when a customer who is browsing a website revokes consent for tracking, it must stop immediately. Otherwise, the business risks losing the customer’s trust and could be in violation of regulatory requirements.
When customer consent data isn’t stored with the unified profile, there can be significant delays in syncing data between the marketing application and the consent data source. As part of a unified profile, however, consent data can be updated automatically and the updated profiles can be used to refresh segments, ensuring that customers who have revoked consent are excluded from the segments in a timely manner.
Personal data is anonymized or pseudonymized. Anonymized or pseudonymized customer data is often used for machine learning and AI processing, for instance. If customers’ consent to use their data for this purpose is recorded in separate anonymized or pseudonymized user profiles, it becomes much harder to map a given customer profile across different data sources. When the consent data is stored in a unified profile, however, the organization can continue to get the benefit of data from combined customer interactions when the user identity is anonymized or pseudonymized.
Learn more
Check out the following resources to learn more about customer consent, unified profiles in Dynamics 365 Customer Insights, the GDPR, and the CCPA.
This article is contributed. See the original author and article here.
In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care. Consumers expect effortless, consistent, and secure experiences across any point of contact they choosein fact, their brand perception and customer loyalty depend on it. With the stakes this high, companies need a comprehensive yet flexible solution to modernize their customer care experience.
We are thrilled to introduce the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative contact center solution designed to deliver seamless customer journeys.
Microsoft Digital Contact Center Platform powered with Nuance AI, Teams, and Dynamics 365
With the Microsoft Digital Contact Center Platform, contact centers are equipped with modern digital tools to engage customers across voice, video, and other digital engagement channelspowered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform, and the newest member of the Microsoft family, Nuance.
The platform brings together a comprehensive yet flexible solution for contact centers, delivering best-in-class AI that powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities.
The addition of Nuance brings a new level of conversational AI, security, and automation to the contact center. This gives both customers and agents tools to resolve issues faster and with more personalized service, thus reducing resolution times while improving customer satisfaction. It also enables contact centers to offer targeted incentives to build brand loyalty and upsell opportunities to boost revenue.
We recognize that the complexity and cost of upgrading technology can hold back innovation required to transform customer service from being a cost center to becoming a revenue driver. The open nature of our platform enables companies to build on what they already have and easily add any combination of capabilities they need to take their contact center to the next level. It integrates with a variety of contact center infrastructures and customer relationship management (CRM) systems. Companies can start small or go big, on their terms, and add capabilities at the right time. We are partnering with leaders in contact center infrastructureincluding Accenture-Avanade, Avaya, Genesys, HCL, NICE, and TTECto ensure interoperability and compatibility with contact center systems and components companies use or plan to implement now and in the future.
Enable omnichannel engagement and intelligent self-service
The average consumer uses multiple channels to communicate with a brand. The Microsoft Digital Contact Center Platform makes it easy to meet consumers in the channels they use every dayfrom voice to digital messagingwith secure and protected interactions. With the platform, companies can:
Resolve customer needs quickly and easily with customer self-service and automation, enabling scale through automation of repeatable tasks as well as sophisticated transactions.
Intelligently connect customers to virtual and live agents with the best-suited skills, experience, capacity, and availability, and provide agents with AI-powered recommendations.
Deliver hyper-personalized omnichannel service across voice and digital engagement channels, including support for major social messaging platforms. Provide richer service engagement with Teams voice and video embedded within Dynamics 365 Customer Service.
Figure 1: The Microsoft Digital Contact Center Platform enables automated and live hyper-personalized omnichannel service engagement across voice and digital channels.
Personalize and protect customer interactions
Consumers today expect brands to provide tailored experiences based on their engagement with the company. Delivering personalized experiences starts with using AI to identify and authenticate consumers seamlessly and securely, and requires unlocking the power of data to understand, customize, and optimize customer journeys.
The Microsoft Digital Contact Center Platform uses AI and deep analytics to anticipate customer requests, predict intent, and provide rapid resolution, which streamlines service and increases satisfaction. Customer experiences are protected with integrated biometric identification, authentication, and fraud prevention to build and maintain brand trust. The platform:
Uses biometric authentication to authenticate customers in seconds based on inherent biometrics and other factors.
Secures every customer and employee interaction, and prevents fraud while uncovering fraud patterns and attack vectors.
Provides insights on how consumers interact with the brand throughout their journey with customer journey analytics to improve customer acquisition and tailor personalized offers.
Understands why customers are calling and customizes the experience to anticipate their needs with AI intent prediction.
Figure 2: Biometric authentication capabilities create quick and secure connections for customers.
Improve agent productivity and modernize case management
The Microsoft Digital Contact Center Platform empowers agents to better serve customers by bringing the right information, people, and insights directly into the flow of work with Context IQ. It provides intelligent next-best response recommendations and sentiment analysis to enable fast resolutions. What’s more, this creates a learning loop so automated solutions continually evolve and become smarter. The platform:
Provides agents with a 360-degree view of the customer and their journey. Agents can manage customer requests seamlessly from any channel, even while handling multiple sessions at the same time.
Empowers agents with personalized conversational intelligence, including sentiment analysis, to truly understand customer emotions and needs. Next-best response and offer recommendations help create valuable upsell and cross-sell opportunities.
Assists the agent in identifying the resolution with AI-recommended knowledge articles.
Automates how agents quickly and efficiently bring together experts to resolve an open case through intelligent case swarming. With a single click, agents can collaborate with experts matched based on skillset and expertise.
Figure 3: Agents can view a real-time call transcript, see the customer’s details, recent cases, and suggested knowledge articles and similar cases to help resolve customer issues more quickly.
Increase customer acquisition and revenue
Rich real-time insights and analytics enable data-driven decisions to improve customer satisfaction, with conversational analytics providing instant visibility into trends across engagement channels. With the Microsoft Digital Contact Center Platform, companies can:
Enable agents to increase conversions and drive upsell through real-time offers.
Help customers find and select products through personalized offer recommendations, driving upsell and cross-sell revenue.
Track user behavior and data to quickly identify and offer optimal engagement opportunities through predictive targeting,thereby improving satisfaction and increasing revenue.
Preemptively notify customers of special promotions and updates, which accelerates their purchase intent, and boosts revenue and long-term value.
Drive infrastructure simplicity, flexibility, and innovation
The Microsoft Digital Contact Center Platform simplifies implementation and support of contact center infrastructure, removing complex IT integrations while maintaining flexibility for customers and partners seeking comprehensive Contact Center and Customer Engagement solutions.
Contact center tasks and workflows ranging in complexity from routine conversations to sophisticated transactions can easily be automated using no-code, low-code, or pro-code experiences. Powerful chatbots equipped with conversational AI can be created to converse with customers intelligently and efficiently across engagement channels. Consumers can self-service a wide variety of cases, getting connected with a live agent when needed for support with complex issues.
The platform is also cloud-scale and elastic to accommodate seasonal or surging demand. It automatically adjusts to changes in contact volume, agent counts, wait times, and service levels without performance impact.
Transform the contact center with our extensive partner network
Accenture-Avanade, a customer experience (CX) transformation partner, will deliver its Customer Engagement solutions starting with the Microsoft Digital Contact Center Platform to help customers reimagine their entire customer experience and deliver business results. Additional launch partners include systems integrators EY, HCL, Hitachi, KPMG, PwC, TCS, and TTEC, and ISVs such as Avaya, Genesys, and NICE. With this robust set of launch partners, customers around the globe will be positioned to create new and sophisticated solutions to address specific contact center challenges.
Learn more
Learn more about how to transform customer and agent experiences with the Microsoft Digital Contact Center Platform and explore the full set of capabilities.
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