Microsoft Teams and other digital engagement channels are part of the new Microsoft Digital Contact Centre Platform which was revealed at Inspire 2022.
Microsoft Dynamics, Microsoft PowerPoint, and Nuance AI are also being utilised in the contact centre.
The contact centre has AI capabilities with self-service experiences, collaborative user experiences, live customer engagements, business process automation, fraud prevention and telephony capabilities.
Charles Lamanna, Corporate Vice President, Business Applications and Platform at Microsoft, said: “In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care.
“Consumers expect effortless, consistent, and secure experiences across any point of contact they choose—in fact, their brand perception and customer loyalty depend on it.
“With the stakes this high, companies need a comprehensive yet flexible solution to modernise their customer care experience.
“We are thrilled to introduce the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative contact centre solution designed to deliver seamless customer journeys.”
Nuance offers conversational AI, automation and security capabilities, providing customers with the tools to offer a quicker and more customisable service. Including Nuance also gives contact centres the ability to provide incentives to increase brand loyalty and other sales opportunities.
Microsoft’s contact centre does not have to replace existing systems; it has been built to allow companies to add its capabilities on top of their own. It can integrate with various contact centre infrastructures, as well as customer relationship management systems.
To achieve compatibility and interoperability with contact centres, Microsoft is partnering with Accenture-Avanade, Avaya, Genesys, HCL, NICe, and TTEC.
Omnichannel Communication and Intelligent Self-Service
Agents will be able to deal with customer needs more easily with the self-service and automation capabilities. Repeatable tasks and sophisticated transactions will be possible through automation technology.
Virtual and live agents can be intelligently connected to customers, taking into account the agents’ experience, skills, availability, and capacity and then creating AI-powered recommendations to assist the agents.
The digital contact centre can be personalised and deployed for digital entertainment channels, such as social messaging platforms and voice calling.
Microsoft Teams can offer further engagement options using Teams' voice and video via Dynamics 365 Customer Service.
Customisable Customer Interactions
Customers can be authenticated using biometric authentication based on biometrics in a matter of seconds.
Employee and customer interactions are secured, and attack vectors and fraud patterns are prevented by the platform.
Consumer interactions throughout their journey with the brand are displayed via customer journey analytics.
The platform can anticipate customer needs and understand their reason for calling using its AI intent prediction capability.
Agent Productivity and Case Management
A 360-degree view of the customer is shared with agents who can manage requests from all channels while simultaneously working on other sessions.
