Omnichannel Digital Contact Centre: 12 Wk+ Implementation

In today’s customer service landscape, fragmentation and scattered data are a common challenge. Telephone systems are most likely in one place, customer databases in another, with ERP and back-office processes in separate silos. This disjointed setup leaves support teams without the tools to deliver seamless, efficient service.

When customers reach out, agents often have to start from scratch due to a lack of access to historical data, resulting in impersonal responses and slower resolutions. The lack of system integration leads to frustrated customers and inefficient service operations. The absence of a centralised data platform is a major culprit. Without one, agents must navigate between multiple systems to gather the information they need. While many organisations have adopted multi-channel support, true omnichannel service is often missing. Without full integration, managing live channels like phone or chat alongside asynchronous ones like email or portals becomes a cumbersome task.

Microsoft Dynamics 365 addresses these challenges and brings it all together by connecting systems and breaking down data silos. The Omnichannel Digital Contact Centre provides a centralised view of all customer information, enabling agents to offer faster, more personalised support.

Key Benefits of this solution:

Agent Productivity & Elevated Customer Service: Drive up resolution rates and increase the capacity of each agent to deal with complex cases, more effectively. Artificial Intelligence Integration: The platform enables a unified approach that allows organisations to automatically enhance their data with AI to decide and act in real-time with expanded analytics, predictive algorithms, and automation. Strategic Customer Engagement: Due to its omnichannel nature, the Digital Contact Centre spans any channel of communication and brings it into one centralised place for support to easily track. Operational Scalability & Flexibility: The platform’s scalability and flexibility allow organisations to adapt to changing call volumes and business needs, ensuring they can scale up or down as required without compromising on customer experience. Heightened Data Security: Contact centres handle sensitive customer information, making data security and compliance with regulations such as GDPR or POPIA, paramount. The digital contact centre employs robust security measures and compliance protocols to safeguard customer data and mitigate the risk of breaches or non-compliance. Business Value & Growth: The Digital Contact Centre breaks down the siloes within your organisation and enables data from back-office systems to be integrated into a unified customer profile to provide key customer information at the agent’s fingertips to reduce handling time. It also streamlines operating processes, and provides rapid access to organisational knowledge, thereby speeding up processing time

This solution has an estimated price as it will be customised to the organisations needs and requirements through a Vision & Value design engagement, that could potentially be funded.

Schedule a complementary Discovery Call (https://www.ec.co.za/2022/07/12/discovery-call-request/) or Contact Us for more information on this solution.

Enterprisecloud is a Microsoft Solutions Partner that focuses solely only on Dynamics 365, and even more specifically on Service, Sales, Marketing & Low code. Because this is all we focus on, we deliver high expertise in these scenarios.

One of our recent implementations was for a Higher Education client, to enable 270 agents to service over 20,000 students through voice, email and web chat channels, Within 6 months of going live, this team handled over 100,000 enquiries, and saw a 50%+ reduction in Average Resolution Time and a 32% reduction in Average Escalation Rate. The solution took 3 months to implement end-to-end. Read the case study: https://customers.microsoft.com/en-us/story/1794371049083171324-milpark-education-dynamics-365-customer-service-higher-education-en-south-africa