Microsoft Dynamics 365 Customer & Customer Service Insights: 6 Week Implementation

The implementation of the Customer Service Insights into a Dynamics 365 Customer Service instance helps both agents and customer service managers make better decisions to improve customer satisfaction. Agents and customer service managers can use AI and analytics capabilities available as part of Customer Service Insights and Omnichannel for Customer Service to streamline agent activities. You can empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features to spend less time searching and more time engaging with customers.

Customer Service Insights can be enabled and configured on Customer Service hub and applied to both the Dynamics 365 Customer Service Hub and Customer Service workspace. The Dynamics 365 Customer Service Insights typically uses for powerful reporting using AI and BI capabilities. Dynamics Customer Service Insights connects with Dynamics 365 Customer Service and Omnichannel for customer service data for analytics, similar case suggestion, etc.

Insights Capabilities in Dynamics 365 Customer Service:

• Historical analytics
• Topic clustering for cases
• Knowledge search analytics
• AI Suggestions for similar cases and knowledge articles
• Customer Service analytics in Power BI

Insights capabilities in Omnichannel for Dynamics 365 Customer Service:

• Monitor conversations and trends
• Analyze real-time customer sentiment

Cognizant implements Microsoft Dynamics 365 Contact Center solutions leveraging industry best practices and innovative design thinking to ensure your organization functions as efficiently as possible. Our comprehensive process includes:

1. Immersive envisioning that includes virtual experience center consisting of industry experts working with your organization to define needs and requirements, & environments to conduct proof of concept and fit gapping. Business outcomes delivered as part of the envisioning phase: i. High-level architectural design. ii. Complete solution requirements, user stories, epics, and as-is processes to be enabled.
2. Solution Architecture Definition based on Requirements and a solution design and architecture. Business outcomes delivered as part of the architecture definition phase: i. To-be business processes are identified. ii. Deployment storyboard is developed
3. Agile deployment practices that include all tasks necessary to plan, develop and test each capability identified during project Envisioning & Architecture Definition. Business outcomes delivered as part of the development phase: i. Code and capabilities necessary to meet user story requirements including integrations, migrated data & features.
4. The Release Phase represents transition from the Agile Lifecycle to the end-user experience. Business outcomes delivered as part of the Release phase: i. Training materials, documented Use Cases for solution testing. ii. Migrated UAT and final production data. iii. A fully tested and approved solution.
5. The Support phase is designed to assist the client transition to using the new solution post go-live. Business outcomes delivered as part of the Release phase: i. Additional development, oversight and training as required.
The price relates to the initial consultation - implementation price and duration will be determined based on client specific requirements surfaced during/after the initial consultation.