Dynamics365 is an exquisite suite to manage work and customer relationship among the various departments of the organisation. Used by a wide range of industries - Hospitality, Banking, Education, Retail, Utilities , Dynamics 365 Suite is packaged yet a flexible module that could be configured for specific business processes.
Contact Centre and its implementation is slightly more intricate owing to its complexity arising from handling live media and an active human interaction with the customers.
While we look at the essential things to consider to design contact cetner operations with Dynamics365 CRM, here are a few top objectives for process managers
Building for Faster Resolution
At contact centre, everything is live and decisions need to be instantaneous. Your brand gets rewarded when you serve faster and thus comes the need to intelligently route available data and context of the caller(Chat user) to the right resource in your team.
While routing to the apt subject matter expert matching the skill and the customer rating are taken care by the contact centre algorithms, Providing a right context, organised data required for the SME are ammunition to kill the problem faster.
Questions to lookout for -
Answers to the above will help you design a Contextual Pop-up for your SMEs. A good design would pre-empt the context of the caller and pop the relevant details on your SMEs screen.
Or Pop an organised information that helps your SME to drive the conversation intelligently.
"There is immense power when a group of softwares serving a business get together to work towards the same goal" - Nobody
More Productive Employees
In a Contact Centre, The SMEs are pained to deal with multiple applications.
Sometimes not just applications, but the workflows associated with fields of various apps involved and many times have to handle repetitive tasks of entering Data at multiple apps.
Automating inter-application data and unifying interfaces help reduce the manual repetitive tasks. Not only does this help resolve faster, it also reduces your Agent fatigue and chances of manual errors.
A 33% increase in productivity can be associated with unified interfaces with intuitive features yet simpler to use.
Dynamics serves all departments and provides seamless automation of data, flow of records, tasks across departments. The only 3rd party app then is the contact centre technology.
Answers to the above lie in -
a) Single sing-on
b) Channel Integration Framework of contact center technology
c) Data Sync between Contact Centre tech and Dynamics 365.
Compliance & ease of IT management
Dynamics 365 is a complete enterprise suite and its Channel Integration Framework is a matured structure providing integration with 3rd party apps a secured access with full control of Data and security from with in Dynamics administration.
Rest, to address ease of IT management, need to lookout for the following questions -
a) A no-code integration platform that could be configured without writing a single line of code.
b) A cloud based integration platform as a service
c) DIY - or full configuration capability for usersIts like … the Contact Center Technology is no longer confined to the kitchen, but takes a lead in front ending and customer interaction and data handling and managing the backend processes associated to the journey.
Build your Dynamics 365 Contact Center in 5 Minutes
I lead, Solutions and Customer Success at appxconnect.
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