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

Cognizant

Envisioning, deployment and support services for Microsoft Dynamics 365 Customer Insights

Customer Insights is akin to building and leveraging the total view of Customers. All the transactional, behavioral and observational data from all different data sources can be connected and unified through prebuilt data connectors and be used to create 360° views. You can create more personalized customer journey based on that. Dynamics 365 out-of-box insights and tailored customer profile cards can be helpful to inject the data gathered into the business applications to better empower marketing, sales, and service professionals.

Customer Insights are embedded into the custom power platform applications to ensure the employees who are using the applications, has correct data while working with the customer. Also, it can be used in Linked in Ads, Google Ads, Microsoft Dynamics 365 apps etc. You can build your own or use pre-defined prediction models with Power of AI to make predictions based on the data such as if the customer might be interested in making a purchase or there is a danger that the customer won’t make a subscription renewal etc.

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
  6. 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.

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