The Digital Contact Center on Dynamics 365 revolutionizes customer engagement with advanced AI, offering 24/7 support through intelligent chatbots and virtual agents. Its omnichannel capabilities ensure consistent interactions across email, social media, live chat, and phone calls. This platform blends AI, data analytics, and seamless communication to create exceptional customer experiences.

Key features and benefits of Omnichannel Customer Service with Copilot Studio Integration

Seamless integration and escalation

Achieve integration across all channels without the need for channel-specific code, ensuring a unified customer experience.
Ensure continuity and comprehensive support with full context transferred during copilot conversations.

Advanced AI capabilities

Real-time sentiment analysis: Understand customer emotions in real-time.
Real-time transcription: Automatically transcribe conversations for record-keeping and analysis.
Conversation summaries by Copilot: Efficient summaries for quick review.
Real-time translation: Translate call transcripts instantly to bridge language gaps.

Optimized routing and distribution

Automated routing: Configure rules to route requests based on context like issue type or customer classification.
Skills-Based Assignment: Match conversations to agents based on their skills for better service.
Automatic call distribution: Efficiently distribute calls to available agents.

Enhanced agent and supervisor experience

Agent experience:
- Customer 360 view and case history: Agents get a comprehensive view of customer data and interaction history.
- Notes and knowledge search: Quick access to notes and knowledge bases for efficient issue resolution.
- Call controls: Manage calls effectively with intuitive controls.
- Agent scripts: Provide accurate and approved information to your customers. By following the scripts, agents can effectively and efficiently address customer needs.
Supervisor experience:
- Monitoring and consulting: Supervisors can monitor and consult conversations in real-time.
- Supervisor dashboards: Gain actionable insights with comprehensive dashboards.
- Monitoring & barging: Intervene in calls when necessary to ensure quality.

Superior Customer experience

Pre- and Post-Conversation surveys: Gather valuable feedback from customers.
Wait time and queue position announcements: Keep customers informed about their wait times.
Proactive chat: Initiate conversations proactively based on customer behavior.
Configurable chat widget: Customize chat widgets to fit your brand and customer needs.
On hold & wait music: Enhance the customer experience with personalized on-hold music.

Comprehensive analytics and reporting

Omnichannel real-time analytics dashboards & reports: Supervisors monitor agents handling customer conversations across channels with customizable dashboards.
Omnichannel historical dashboards & reports: Charts and metrics offer valuable insights to enhance customer service within your organization.

Implementation strategy for Dynamics 365 Contact Center Solution

1. Detailed planning

Understanding client needs and determining project scope
Designing the concept and mapping client needs to platform configurations
Developing the execution plan and starting collaborative efforts

2. Mapping business needs

Configuration and customization
Copilots’ setup (topics, entities, variables, transfers to agents, automations)
Selected channels configuration (workstreams, queues, routing, distribution and assignment rules, operating hours)
Additional setup: skills, automated messages, Teams embedded in D365, swarming, agent scripts and many other functionalities
Customer voice surveys configuration
Advanced reporting

3. Quality assurance and testing

Functional and technical testing

4. Training and change management

Customized training programs for agents, supervisors, and administrators
Ongoing support and knowledge transfer
Proactive change management to drive user adoption and maximize ROI

5. Post-implementation support and hypercare

Regular system maintenance and updates
Being up to date with Microsoft`s release waves
Technical support and troubleshooting
Continuous improvement and optimization

Why partner with Us?

Expertise: Mastery in Copilot Studio and Dynamics 365.
Comprehensive solutions: All-in-one self-service, automation, and telephony.
Enhanced productivity: Boost agent efficiency with AI and smooth workflows.

With us you're not just adopting a solution but you're partnering with experts dedicated to elevating your customer service experience. Reach out to us today to find out more about how to enhance your Customer Service with Microsoft tools!

Enterprise Contact Center implementation on Dynamics 365

Netwise S.A.

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