Digital Contact Center Ready

The need for effective customer interaction is driven by increased customer expectations, cost saving pressures, tight labor markets and the inability to innovate using dated technology.

Digital Contact Center Ready (DCCR) can help build an end-to-end omnichannel contact center to empower agents to deliver more personalized, efficient and effective interactions. Your teams can leverage machine learning and generative AI for faster and higher quality experiences.

PwC combines contact center knowledge, artificial intelligence (AI) and configurable Microsoft technologies including Dynamics 365 Customer Service, Azure Communications Service, Power Pages, Copilot and Nuance to help drive digital transformation with low disruption. DCCR implementation is based on PwC’s industry leading practices and can support at various levels of transformation of contact centers ranging in size and complexity.

Increased First Call Resolution: Deliver insights to help improve agent effectiveness with access to information and ability to resolve tickets on the first customer interaction.​ Save time with advanced AI solutions to automate repetitive requests and enhance customer experience.

Reduced Training Burden: Reduce clicks and confusion with a streamlined dashboard with case management UI that provides information needed to support, answer and resolve tickets.

Lower Technology Cost: Benefit from merged AI functionality (Nuance) and CRM (Dynamics 365) to help reduce license and maintenance costs.​

Deliver insights​: Provide insights across customer sentiment, survey results and operational metrics.​

Improve efficiency: Leverage pre-configured Microsoft’s Digital Contact Center Platform components and commonly used call center components directly for deployment efficiency.

Start innovating your complex customer center environment for improved customer and employee outcomes.​​​​​​​​​