Contact Center Modernization: 3 day assessment

To ensure a successful transformation from traditional customer service to a modern contact center, you must connect across the entire business. This assessment is designed to help your organization understand what’s possible with modern remote contact centers and develop the right strategy to modernize your customer service.

Throughout this 3 day engagement we will evaluate your current processes and technology then provide you with a roadmap of recommendations to help you get from the ground to cloud using the latest in Microsoft technology. Pricing is dependent on scope of work and complexity of the environment being assessed.

Day 1: Your team and ArganoArbela attend an evaluation workshop, including:

• Introductions and background
• Current state deep dive
• Dynamics 365 Customer Service overview
• People, process and technology discovery (business and technical)

Day 2: ArganoArbela reviews all day 1 information and generates the following deliverables:

• Documentation of current state
• Actionable digital transformation roadmap
• Rough order of magnitude to help budget potential investment
• Future state solution map built on Dynamics 365 Customer Service
• Business justification document

Day 3: ArganoArbela sets up a meeting with your team to present assessment deliverables and discuss how you can take the next step toward a modern contact center that enables you to:

• Achieve a 360-degree customer view
• Automate case/ticket management
• Improve agent skill sets and call routing
• Optimize service level agreements
• Leverage AI-powered knowledge base
• Launch multi-application session
• Leverage chat and chat bot
• Enhance omnichannel engagement by integrating Dynamics 365 Field Service and Sales for advanced analytics across sales, customer and field service journey
• Integrate ERP and CTI/IVR