Digital Contact Center Ready: 12-Wk Implementation

Pricewaterhousecoopers LLP

Model system to support contact center transformation

Each interaction with the customer is an opportunity to further their loyalty. Because the contact center is the channel that is on the frontlines of a customer’s service experience, companies should begin thinking of contact centers as 'experience centers'. Digital Contact Center Ready (DCCR) provides a scalable, end-to-end omnichannel contact center service for companies small and large. DCCR delivers balance right out of the gate to empower the Experience Centers of the Future. The implementation is based on leading industry practices and supports partial to full contact center transformations. The implementation helps maximize company’s investments in Microsoft technology, including Dynamics 365, Azure, Power Platform, and Nuance.


1.Power Apps for customized, interactive customer facing portals where individuals can easily find knowledge articles, engage on community forums, or interact with a chatbot.

2.Conversational AI​ - handle requests with little wait time. Configurable, self-learning AI to handle common customer interactions using Nuance.

3.Agent Dashboards​ - Unified Dynamics 365 dashboards where agents can access their current work, incoming work items, and key metrics. Enhancing the agent's experience and streamlining workflows.

4.Advanced Power BI Reporting and Analytics​ - Automatically generate out-of-the-box dashboards to empower real time decisions and future state planning.​


1.Improve customer satisfaction, through reduced wait times and a greater percentage of first call resolutions.

2.Reduce the overall traffic volume reaching customer service agents while streamlining agent interactions with insights from the agent dashboard.​

3.Enhance insights through customized reports and dashboards for agent performance, case management, and 360-degree view of the customer.

Our perspective is to focus on value, business outcomes, and customer experience. Digital Contact Center Ready allows organizations to start solving critical business problems much faster, unlocking insights previously unattainable to drive organizational strategy and growth.