Omnichannel Contact Centre: 12 Wk+ Implementation for AI-driven Customer Support

In today’s fast-paced digital landscape, customers expect instant, personalised support across multiple channels. The Microsoft Omnichannel Contact Centre, powered by Dynamics 365, provides a unified customer engagement platform that enables businesses to streamline support, improve resolution times, and deliver outstanding customer experiences.

Key Features of Microsoft's end-to-end Contact Centre:

• Unified Customer View – Centralise customer data for a seamless, context-aware service experience.
• AI-Powered Engagement – Utilise AI for sentiment analysis, real-time transcription, and intelligent routing.
• Omnichannel Support – Manage customer interactions via voice, chat, email, SMS, social media, and Microsoft Teams.
• Automated Case Management – Improve service efficiency with automated workflows and SLA enforcement.
• Knowledge Management – Equip agents with instant access to relevant knowledge articles and AI-driven recommendations.
• Real-Time Analytics & Insights – Monitor customer interactions, agent performance, and service trends with built-in dashboards.

Business Benefits

• Enhanced Agent Productivity – AI automation and intelligent case routing reduce agent workload and improve response times.
• Customer-Centric Service – Provide personalised, real-time support with predictive analytics and AI-driven engagement.
• Scalable & Flexible – Adapt to evolving customer demands with a cloud-based, scalable solution.
• Data Security & Compliance – Ensure customer data protection and meet industry regulations (GDPR, POPIA, etc.).
• Seamless AI Integration – Predict customer needs and provide proactive solutions with advanced AI capabilities.

Integration with Your Existing Ecosystem The Microsoft Omnichannel Contact Centre seamlessly integrates with leading CRM and service platforms, including Salesforce, ServiceNow, and Microsoft Dynamics 365, allowing organisations to enhance their customer support capabilities without disrupting existing workflows.

Why Choose Enterprisecloud? As a trusted Microsoft partner, Enterprisecloud delivers cutting-edge customer engagement solutions that transform service operations. Our expert team ensures a tailored implementation to meet your business needs, providing guidance, training, and ongoing support.

Get Started Today: Empower your customer service teams with the Microsoft Omnichannel Contact Centre. Schedule a 30-minute Discovery Call with our South African team: https://www.ec.co.za/2022/07/12/discovery-call-request/ or contact us directly to learn more.

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