Contact center as a service (CCaaS) - Point of View on Dynamics 365 Contact Center
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Contact center as a service (CCaaS) - Point of View on Dynamics 365 Contact Center

Microsoft has recently released a new Dynamics 365 solution called Contact Center, a Copilot-first application that provides the comprehensive capabilities for support and operates as a standalone Contact Center as a Service (CCaaS) solution.

While the existing Microsoft D365 Customer Service applications provides a rich capabilities and enhanced customer experience, this new product experience transforms the service experience with advanced intelligence, automation, and efficiency across every channel. It also integrates with existing CRMs to modernize contact centers.

But what is this Copilot-first and advanced intelligence means for customer service leaders?

In this short Point of View, I will share my observations and where and how AI is infused into end-to-end Contact Center business processes.

Customer Experiences:

  • Self-serve experiences: Lack of effective self-serve experience is a major cause of customer dissatisfaction and increased support effort. In the Contact Center, Chatbot is enabled with Copilot capabilities bring data from various systems, trusted websites, and internal documents to provide answers effectively, minimizing the need of agent intervention ?
  • Conversation IVR: The Contact Center is integrated with Nuance Conversational IVR which handles inbound telephone queries through natural, human?like interactions that encourage self?service and increase customer satisfaction. Here is the link to integration architecture.


Agent Experiences:

  • Copilot's summary: Another core reason for customer dissatisfaction is the lack of understanding when a customer support agent addresses. It is a time consuming and some times a complex activity to understand the nitty-gritties of the issue. Copilot's Summary available with Gen AI capabilities in a single-pane experience helps agents with a holistic view of customer details to confidently provide the greetings and address customer issues.
  • Copilot Assistance for Agents: Why to limit the self-serve assistance to end users only and why not to Customer Support Agents? With Copilot for Service instantly crafting a personalized and accurate response from the CRM data, knowledge bases, and ongoing customer interaction, Agents are prepared to handle this customer issue with insights.
  • Sentiment Analysis: We're in the era of real-time sentiment predictions and no more post-facto sentiment collection and reactive course corrections. With the AI capabilities, customer sentiment is shown real-time to the agents, helping them understand the customer's experience and quickly adjust the next steps to improve the experience.
  • Conversation Summary and Transcript: Another areas where agents spend lot of productive time is in capturing the notes and summarizations. With the Gen AI capabilities, agents can review automatically captured transcript and conversation summaries to reduce key metrics such as Time to resolution (TTR) or average resolution time (ART).


Manager Experiences:

  • Intelligent skill finder for unified routing and Effort estimation models: This preview feature, combined with AI Builder's latest prebuilt models "Category Classification" and "Prediction," helps determine the necessary skills for new work items and the effort required to complete them. These models analyze data in Dataverse or imported Excel files, classifying details into categories that can be used to identify required skills and route work efficiently.
  • Sentiment prediction-based routing: Sentiment prediction for routing enables organizations to use the end customer sentiment scores as a factor in classifying work items to route to agents.


In Summary, the Contact Center elevates the experiences of key personas by leveraging AI capabilities infused at critical touchpoints, reducing support costs and enhancing customer satisfaction. For service leaders, this means gaining valuable insights through advanced analytics, enhancing decision-making, streamlining operations, and ultimately driving better performance and customer outcomes.


Other key capabilities of Contact Center:

  • Out-of-the-box interoperability with Salesforce, and connectors to work with custom-built, proprietary CRMs.
  • Leverages Azure Communication Services for first party telephony or to work with the customer's existing carrier.
  • Out-of-the-box interoperability with existing workforce engagement management solutions.

Here is the link to one of the Microsoft in-house Case Study on how the customer support is transformed using Generative AI capabilities.

Anshank Prasad

Client Partner - Strategic Account - HITECH

2 个月

Very well articulated and helpful description Veerendra Chundru ! Kudos.

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C. Pete Connor MS, CCCM

CX Operations Executive | I Help With Strategic Planning | Data Analytics | Customer Journey Optimization | AI-Driven Strategy | Digital Transformation | Data Analytics & Predictive Solutions

2 个月

Veerendra Chundru very helpful thx

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?? Chris Goodwill

?? Strategic Partner Manager and Solution Specialist at Symity. Industry expert on native and integrated Microsoft Contact Centres ??

2 个月

Nice summary Veerendra Chundru, will share this in a new LinkedIn group I've created for Microsoft Dynamics 365 Contact Center Professionals, would be great if you could join and any peers you feel might be interested Link here https://www.dhirubhai.net/groups/13062721

Good information.

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