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Microsoft’s Digital Contact Center Platform in Action, Part 2 of 3

Post Author: Adam Borst |

Back in November, we published the first installment of a three-part blog series on the Microsoft Digital Contact Center Platform (DCCP). In that initial blog, we covered in detail the technologies that give the DCCP its punch:

  • Dynamics 365 Customer Engagement
  • Power Platform
  • Azure
  • Nuance
  • Teams

In today’s post, we’ll explore two of the DCCP’s key capabilities: self-service and intelligent routing. We’ll round out the blog series next month by discussing two more key capabilities: case management and resolution as well as data processes and analytics. Enjoy!

Capability #2: Self-service

Let’s start by defining self-service. In simplest terms, it means getting what you need without any human intervention. The most basic example of self-service is an ATM, or cash machine. Before ATMs, you had to go to a bank (which means you had to plan to get your cash at a time when the bank was open), wait in line to talk to a teller, fill out a little bit of paperwork and wait patiently as the teller counted out your cash. Thankfully, the ATM was invented and for the last 50 years we’ve been getting cash with no intervention required from another human.  

As artificial intelligence and machine learning capabilities continue to expand, it seems there’s almost no process that can’t be automated and streamlined in the very same way as the cash withdrawal. Indeed, with the DCCP in place, we can quickly and accurately resolve customer needs using the self-service and automation capabilities of Dynamics 365 and Power Platform. The DCCP uses AI and deep analytics to anticipate customer requests, predict intent and provide rapid resolution, streamlining service and increasing satisfaction.

Perhaps the only downside to losing the human interaction is the lack of personalization... or at least that used to be the case. With the addition of Nuance to the DCCP, you’ll be delivering completely customized customer self‑service experiences. Combining the latest advances in virtual assistant AI, deep neural networks and machine learning to create personalized, conversational engagements across all digital channels, Nuance has changed the personalization game.

With frictionless, effective self-service, you can give customers fast answers to their questions, increasing customer satisfaction while reducing contact center costs. And when customers are transferred to a live agent, you’ll be passing the full context of the conversation to an agent with the right skillset and experience, eliminating customer effort and accelerating time to resolution. You’ll also be providing a richer, more life-like service engagement with Teams voice and video embedded within Dynamics 365 Customer Service.

No matter what the customer request, calling into a contact center built on the DCCP is like enjoying the convenience of the ATM with the personalization of a human bank teller.  

Capability #3: Intelligent routing

The consumer of today uses multiple channels to communicate with a company, from any of a hundred social media channels to email, chat and voice. We even expect businesses to provide experiences tailored to our preferences based on our previous interactions with the company.

The DCCP enables your business to meet your customers wherever they are currently, and it’s all accomplished through secure, protected interactions thanks to the robust built-in security provided by the Azure cloud. It understands why customers are calling and customizes the experience to anticipate their needs with AI intent prediction. It also provides insights on how consumers interact with the brand throughout their journey – using customer journey analytics – to improve customer acquisition and tailor personalized offers.

But is it truly secure? Yes! The DCCP uses biometric authentication functionality to authenticate customers in seconds based on inherent biometrics and other factors.

As sophisticated as the self-service options have become, there will of course come a time in the customer journey when the dreaded “transfer to an agent” becomes necessary. Not to worry… the DCCP’s omnichannel intelligent routing capabilities are best in class!

When necessary, the system will intelligently connect customers to the appropriate live agent based on AI-powered skill identification, effort estimation and sentiment analysis. And there’s even more Nuance-powered sophistication happening behind the scenes, as the state-of-the-art communication platform is also providing agents with real-time, AI-generated recommendations and next best actions. Best of all, customers never have to repeat themselves once they’re inside the DCCP, creating a better overall experience for customers and agents alike.

What’s Next?

As stated, look for part 3 of our 3-part series in March, when we’ll explore the case management and resolution and data processes and analytics capabilities of DCCP. In the meantime, check out our related webinar on demand, Meet Your Customers Where they Are – Everywherewith Microsoft’s All-in-One Digital Contact Center Platform.

By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

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