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Here’s what Customer Lockbox is about in order to provide controlled access to Microsoft Support for troubleshooting.
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Here’s how you use Email a Link feature in Dynamics 365 CRM and how it behaves in different scenarios.
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Here’s how you can ensure all the features of Plugin Registration Tools are running smoothly.
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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.
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.
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:
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:
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:
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:
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.
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 about how to transform customer and agent experiences with the Microsoft Digital Contact Center Platform and explore the full set of capabilities.
Join us at Microsoft Inspire on July 1920 to learn how to unleash customer service innovations with Dynamics 365, Teams, and Nuance.
The post Introducing the Microsoft Digital Contact Center Platform: A comprehensive, flexible customer care solution appeared first on Microsoft Dynamics 365 Blog.
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This article is contributed. See the original author and article here.
As the world continues to rebuild and forge a path to a new normal post-COVID-19, more and more business travelers will once again hit the road. Looking further ahead, the Global Business Travel Association expects business travel to fully recover by 2024.1 While this is certainly a welcomed sign of recovery, the uptick in business travel will also mean more expense reports to file and approve for employees and managers.
Most employees have little affection for expense reports and would be happy if the process could be automated. That is exactly why we are excited about the new expense report experience for Microsoft Dynamics 365 Project Operations. The new experience utilizes automation to eliminate many pain points typically associated with expense management: countless hours scanning receipts and credit card statements; itemizing, categorizing, and matching expenditures; and working through frustrating errors that block approval workflows.
The new expense management experience in Dynamics 365 Project Operations began as an effort to improve how we file expenses here at Microsoft. Like many businesses, filing and approving expenses was a time-consuming chore for employees and managers. With operations in 112 countries and more than 130,000 business travelers worldwide, Microsoft employees spent more than 500,000 hours annually itemizing and filing expense reports. This was both an enormous drain on productivity and a source of employee dread due to the poor user experience.
“We were seeing employees spending 15-20 minutes for a simple expense. Can we automate it or give them a better tool?”Amruta Anawalikar, Senior Program Manager, Microsoft Commerce Financial Services.
To complicate matters further, Microsoft had built up an expansive collection of corporate expense tools over the years, onboarding various internal and third-party expense management platforms through acquisitions and to meet different business needs. Each of these disconnected systems also had varying configurations specific to local environments, and none of them spoke the same language. For example, what one system might call “expense purpose,” another would call “report description.” Standardization and unification were badly needed, but customization wasn’t an option because a primary third-party application didn’t support API integrations.
To learn more, check out the recent blog Automating expense reporting at Microsoft boosts employee experience
From the start, our primary goal in building an expense management experience in Project Operations was to improve the user experience and productivity. To do this, we aimed to automate the end-to-end expense management process, thus eliminating employees’ need to file expense reports. Microsoft engineers succeeded by combining Microsoft Azure as a cloud base to support an internet-first approach and Microsoft Dynamics 365 as a flexible architecture to overcome the rigid structures of any third-party application and to unify expense reporting tools.
“This is where Dynamics 365 really has an edge. It gives us that flexibility of customization, which will make it extendable for any future needs as well.”Mohit Jain, Senior Software Engineer, Microsoft CFS Finance Engineering.
With a flexible, cloud-based architecture unifying and connecting all expense tools, we were then able to apply automation capabilities. This involved leveraging optical character recognition (OCR) to “read” receipt images and extract essential information such as merchant name, date, and amounts. Employees could populate expense reports in a practically touchless manner. This reduced time spent filing expenses, as well as decreased errors related to manual entry and, in turn, the number of audited expense reports. The final step was applying AI and machine learning to categorize expenses and match unattached receipts with charges from imported credit card statements.
The new expense reporting solution ultimately reduced 70 percent of the time spent by Microsoft employees filing expense reports.
To learn more, check out the recent blog Transforming Microsoft’s corporate expense tools with Microsoft Azure and Microsoft Dynamics 365
The expense management module in Dynamics 365 Project Operations provides companies with the following capabilities:
Additionally, organizations can now utilize the same tools we use internally as part of the new expense reports reimagined workspace. And it’s available free of charge to current users.
Microsoft Dynamics 365 Project Operations connects sales, resource management, project management, and accounting teams in one application for the enhanced visibility, collaboration, and agility needed to drive successfrom prospects to payments to profits. If your organization sees increased spending on corporate travel in the near future and you are ready to see what a modern and automated expense management module can do for your business, you can learn more through a guided tour or by requesting a free demo.
Sources
1GBTA, 2021. From Setback To Surge: Business Travel Expected To Fully Recover by 2024.
The post Modernize employee expense management with automation and AI appeared first on Microsoft Dynamics 365 Blog.
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