NTT DATAs Microsoft DCCP Proof of Concept (PoC)

Your organization aims a DCCP proof-of-concept to evaluate the underlying technology, processes, integrations, administration and look & feel. We support in analyzing and evaluating the major DCCP functionalities, in implementation of the corresponding use case functionalities and presentation of the PoCs results achieved.

With our DCCP PoC, we help you put the Microsoft Digital Contact Center Platform through its paces in your own IT environment, with your own data. We will also show you how to integrate Microsoft Virtual Agents Bots (voice and text), how to digitize the handover from bot to agent - supported by Copilot functionality - in Microsoft Teams and how to integrate Dynamics 365 Customer Service as a central hub. The result is a live look & feel as well as the starting point for planning an MVP or pilot.

NTT DATA’s PoC approach:

• PoC Backlog definition (we will provide NTT DATA's best-practice-scenario)
• The following topics will be evaluated:
  • High-level customer service processes
  • Service teams & organization
  • Virtual agent bots & channel integration 
  • Routing processes
  • Agent workspace
  • Microsoft Teams, Dynamics 365 Customer Service & Copilot Integration