The way organisations engage with customers is changing. As customers seek less human interaction and more self-service options, it is critical that organisations take the necessary steps to digitise their customer service processes.
According to Gartner, the number of customers who prefer to initiate a self-service interaction via speech interfaces will increase by 70% by 2023. Microsoft’s Digital Contact Center Platform provides a modern approach to delivering exceptional customer engagements using Dynamics 365, Azure cloud and Power Platform. This platform combines the following channels within one integrated interface:
- Phone systems: Microsoft Teams and Dynamics 365 Customer Service Voice Channel
- Digital engagement channels: email, virtual assistants, chatbots, text messages and social media messaging
- Self-service voice technology and chatbots
- Intelligent routing through data and AI.
We considered the key benefits of adopting a Digital Contact Center Platform – let’s have a look at a few.
Provide a personalised customer experience
As customers seek more and more personal touches in their customer journey, the Digital Contact Center Platform provides the organisation with a holistic view of the customer’s transactional, behavioural, and demographic data to aid better-informed decisions in dealing with the customer. Capabilities to capture and analyse agent, customer, and multi-channel interactions present valuable insights to enhance customer experiences using customer journey analytics. AI intent prediction can predict customer requests – streamlining the road to resolution and increasing customer satisfaction.
Customers can rest assured that their experience is protected with biometric identification and authentication, as well as advanced fraud protection software to detect fraud patterns and attack vectors.
Improved agent efficiency and productivity
One of the key features of the Digital Contact Centre Platform is machine learning and AI tools to address customer issues effectively and efficiently. With the agent desktop user interface, agents have all the information that they need to deal with an issue on one screen. This conveys profile histories and engagement transcripts to help the agent come to a resolution, driving up to a 40% increase in agent productivity.
Additionally, the AI-powered smart assist tools provide agents with visibility into active conversations, real-time data insights and proactive recommendations on the next steps. This tool also provides AI-suggested knowledge articles based on the conversation content, allowing agents to reduce response rates and solve problems quicker. This can be a game-changer for organisations; Gartner found that by 2025, customer service organisations that embed AI in their multi-channel customer engagement platform will increase operational productivity by 25%.
Modernised case management and resolution
Building on improved agent efficiency, the Digital Contact Centre Platform’s compatibility with Microsoft Teams means that agents can collaborate with colleagues, supervisors and experts to fix issues – and the cloud-based element of this application means that collaboration can take place anywhere, at any time.
Over half of customers will terminate a relationship after a poor customer service experience, meaning it is critical to meet their needs accurately and quickly. Using machine learning, cases can be assigned to the best-suited agent based on their area of support expertise – this is called unified routing. This can increase customer satisfaction by assigning them to the agent who is best equipped to solve their problem based on their skills and can automatically prioritise cases based on key attributes outlined by the organisation.
Generate customer acquisition and generate revenue
All the aforementioned benefits mean that clear conversion and upsell opportunities can be offered to customers using real-time offers and information. Predictive targeting has the capability to track user behaviour and data and offer optimal engagement opportunities, increasing revenue. Furthermore, by notifying customers of any upcoming promotions and updates, purchase intent can be created to drive sales and loyalty.
Say goodbye to expensive, fragmented customer interactions and embrace Microsoft’s Digital Contact Center to provide an enhanced, consistent service across channels. Powered by Microsoft cloud, multi-vendor complexity is eliminated to make the customer service experience as seamless as possible, for both you and the customer.
If you would like to find out how to transform the customer journey with Microsoft’s Digital Contact Center Platform, watch our on-demand webinar, Microsoft Digital Contact Center Platform: Delivering exceptional customer experience at every touchpoint. For more information about any of Incremental’s digital transformation services, get in touch today.