Microsoft digital contact center platform powered by Nuance AI, Teams and Dynamics 365
Introduction
Microsoft Digital Contact Center Platform is a comprehensive yet flexible solution that offers cutting-edge capabilities in AI, business process automation, advanced telephony and fraud prevention. With the Microsoft Digital Contact Center Platform, contact centers are equipped with modern digital tools to interact with customers via voice, video and other digital engagement channels powered by Microsoft Dynamics 365Microsoft Teams, Microsoft Power Platform and the latest member of the Microsoft family, Nuance.
Foster omnichannel engagement and intelligent self-service
The average consumer uses several channels to communicate with a brand. The Microsoft Digital Contact Center platform makes it easy to meet consumers on the channels they use every day, from voice to digital messaging, with secure and protected interactions. Thanks to the platform, companies can:
- Respond quickly and easily to customer needs with self-service and automation, enabling scale-up by automating repetitive tasks as well as sophisticated transactions.
- Intelligently connect customers to virtual and live agents with the most suitable skills, experience, capacity and availability, and provide agents with AI-based recommendations.
- Deliver hyper-personalized omnichannel service across voice and digital engagement channels, including support for leading social messaging platforms. Enrich service engagement with voice and video Teams integrated into Dynamics 365 Customer Service.
Personalize and protect customer interactions
Today, consumers expect brands to deliver tailored experiences based on their engagement with the company. Delivering personalized experiences starts with using AI to seamlessly and securely identify and authenticate consumers, and requires unleashing the power of data to understand, personalize and optimize customer journeys.
The Microsoft Digital Contact Center platform uses AI and deep analytics to anticipate customer requests, predict intent and deliver rapid resolution, simplifying service and increasing satisfaction. The customer experience is protected by integrated biometric identification, authentication and fraud prevention to reinforce and maintain brand trust. The platform:
- Uses biometric authentication to authenticate customers in seconds based on inherent biometrics and other factors.
- Secure every interaction with customers and employees, and prevent fraud by uncovering fraud patterns and attack vectors.
- Provides information on how consumers interact with the brand throughout their journey, with customer journey analytics to improve customer acquisition and personalize offers.
- Understand why customers call and personalize the experience to anticipate their needs thanks to AI prediction of intent.
Improve agent productivity and modernize case management
The Microsoft Digital Contact Center platform enables agents to better serve customers by bringing the right information, the right people and the right information directly into the workflow with Context IQ. It provides intelligent response recommendations and sentiment analysis to enable rapid resolutions. What's more, it creates a learning loop so that automated solutions evolve and continually 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 if they are managing multiple sessions at the same time.
- Provides agents with personalized conversational intelligence, including sentiment analysis, to truly understand customers' emotions and needs. Best-in-class response and offer recommendations create valuable up-sell and cross-sell opportunities.
- Helps the agent identify the resolution using knowledge articles recommended by the AI.
- Automates the way agents quickly and efficiently bring together experts to solve an open case through intelligent case swarming. With the click of a button, agents can collaborate with experts based on their skills and expertise.
Increase customer acquisition and revenues
Rich, real-time information and analytics enable data-driven decisions to improve customer satisfaction, while conversational analytics offer instant visibility into trends across engagement channels. With Microsoft's digital contact center platform, companies can :
- Enable agents to increase conversions and drive upsells with real-time offers.
- Help customers find and select products with personalized offer recommendations, generating up-selling and cross-selling revenue.
- Track user behavior and data to quickly identify and deliver optimal engagement opportunities through predictive targeting, improving satisfaction and increasing revenues.
- Inform customers proactively about special promotions and updates, accelerating purchase intent and increasing revenue and long-term value.
Promote infrastructure simplicity, flexibility and innovation
The Microsoft Digital Contact Center platform simplifies the implementation and support of contact center infrastructure, eliminating complex IT integrations while maintaining flexibility for customers and partners looking for complete 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 intelligently and efficiently with customers across all engagement channels. Consumers can manage a wide variety of cases on a self-service basis, connecting to a live agent if necessary to get help with complex issues.
The platform is also scalable to cloud and elastic to adapt to seasonal or rising demand. It automatically adapts to changes in contact volume, number of agents, waiting times and service levels without affecting performance.
Let's go further together!
When challenges are difficult to handle internally, it is best to call in a specialist. An external assessment can be of great help. It will be able to guide you in the realisation of your project and give you recommendations.