Dynamics 365 Customer Engagement
Deliver unmatched customer experiences with omni-channel engagement, AI-driven insights, and a unified agent interface.
Core Customer Engagement
Moments Of Truth
Significant business event, ie, acquisition, LOBs merging
Publicly announced customer engagement strategy or initiative
Significant industry transformation
Public CSAT/press event
SF.com or Oracle relationship under stress (locked in, can't upgrade, customization requirements)
New customer service executive
Solution Capabilities
Full omni-channel engagement lets customers connect anytime, anywhere, on the channel of their choice and convenience (chat, email, phone, social, etc)
Connected experiences across channels & connected data across sources for an unmatched 360 view
Customers and agents are empowered with the tools they need to ensure quick and accurate resolution, every time
Single agent interface driven by automation and AI provides access to everything necessary for highly personalized service
Conversation Starters
Customer experience (CX) will be #1 differentiator by 2020. What is your CX Strategy? Key outcome for companies that make CX improvements is increased revenue and decreased costs. In what ways are you working to improve CX through customer service?
Two biggest challenges facing customer service orgs: < 9% of organizations can do Omni-channel engagement well < 5% of organizations have a single interface for agents due to Legacy systems & external data sources. Do you face these same challenges?
Business Impact
Improve agent productivity by 30%-40%
Reduce average call duration by 30 seconds
Shorten resolution times by up to 20%
Reduce avg speed to answer from 6 min to 22 sec
Achieve NPS score double their industry average
Answer 85% of questions with a single call
Reduce customer complaints by 80%
Increase total revenue by 2% (upsell/cross-sell rates)
Why Microsoft
Unique ability to integrate & automate across 3rd party data & apps creates world-class agent experience
Deepest AI & analytics capabilities in market
Low/no code tools that help further extend environment and automation
Most immersive experience in the market with familiar toolsets like Office
Lowest TCO, quickest implementation
Tools & programs ensure successful deployment, user adoption, ongoing success
Only vendor to offer hybrid deployment options
Ready to Transform?
Unlock the Power of Dynamics 365 Customer Engagement
Empower your business with a future-ready, intelligent customer service platform. Contact us for a personalized demo or strategy session tailored to your needs.
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