The customer experience segment is continually shifting with new channels and consumer segments, which is driving trends and transforming the industry. The need of the hour is to have a balanced approach by focusing on streamlining communications – interactions with both internal and external constituents, optimizing and automating the manual process, and creating efficacies.
It also involves bridging the data silos to provide a single pane of glass and real-time reporting to proactively manage touchpoints to provide personalized and predictive insights and help retain customers and employees, upsell/cross-sell products and services and drive down OPEX costs to drive accelerated performance.
By following a balanced approach with people, process, and automation as well as leveraging Microsoft’s Common Data Model and their technology stack, you will see significant increases in CSAT/NPS, FCR and get a handle on your AHT, onboarding, and retention effectiveness driving a ‘High-Performance’ Customer Experience every time.
Cambay Consulting leverages Microsoft Dynamics 365 Customer Service & Field Service, Dynamics 365 Insights + AI, Virtual Agents, Remote Assist, Knowledge Management, in addition to the PowerApps, PowerBI, PowerAutomate along with Azure AI + ML, and BOTs to achieve your customer experience goals.
Dynamics 365 for Customer Service offers a single, unified experience that delivers end-to-end, self-assisted customer service across every channel. Enables adaptable and innovative platform with AI-driven insights to help the customer service team learn from each interaction.
Microsoft Dynamics 365 for Field Service helps enterprises easily manage their large mobile workforce and ensure delivery of products and services directly at customer locations. Field service management application includes workflow automation, scheduling algorithms, and mobility to optimize the productivity of the mobile workforce, while they fix issues at customer locations.
Dynamics 365 for Customer Insights offers intelligent tools that help you tap customer insights for faster conversions and driving personalized customer experiences. These applications tap the power of data from multiple sources – transactional, behavioral, and observational - to build a unified customer profile and dig into a deeper understanding of customers.
Microsoft Power BI enables your team to glean data-driven insights and make more informed and intelligent business decisions. Real-time interactive, immersive visualizations help you analyze data with greater speed and efficiency.
Dynamics Virtual Agents enables customer service teams to identify and automate more common support issues leveraging intelligent chatbots. Improve productivity with AI-driven insights for time-consuming customer support issues.
Dynamics 365 Remote Assist empowers technicians to work together and solve problems faster the first time using Remote Assist on HoloLens, HoloLens 2, Android, or iOS devices.
Azure IoT enables you to build intelligence across your business by bringing AI and Machine Learning to the edge to gain actionable insights, leading to faster predictions, smarter actions, and a secure platform.
Azure BOT framework helps build enterprise-grade conversational-AI and easily connect the bot to channels and devices.