Digital Contact Centre for Housing Solution: 6-Month Implementation

Implemented within as little as 6 weeks as a proof of concept, Crimson's Microsoft consulting team will deliver a full Digital Contact Centre solution that meets specific needs of the housing sector. The solution uses Crimson's own pre-configured accelerators and established sector know-how.

The Crimson Digital Contact Centre solution for the housing sector is a cloud-based service that extends the power of Microsoft Dynamics 365 Customer Service Enterprise and Microsoft Power Platform to enable organisations to instantly connect and engage with their customers across digital messaging channels. It offers a suite of capabilities that allow agents to engage with customers across different channels, including Live Chat, voice, and SMS.

The application provides contextual customer identification, real-time notification, integrated communication, and agent productivity tools like knowledge base integration, search, and case creation to ensure agents are effective. Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and their utilisation across various channels.

Outcomes you can expect from the solution:

• Instantly connect and engage with customers.
• Ensure agents are effective.
• Enhanced automation and efficiency.
• Visibility and insights.
• Operationally scale customer service teams.
• Improved enquiry, service, and support management.
• Single, integrated platform.
• Flexibility to meet internal and external forces.
• Agents can focus on the most relevant and high-priority service requests.
• Data quality improved across the customer journey.
• Collect and harness information from every interaction.
• Drive stronger, more meaningful customer relationships.
• Improve operational performance.
• Increase revenue.