People still rely on phone service to access customer service despite the emergence of various digital channels. Whatever their reason for contacting the call center, all it matters is the delivery of the service that is simple, fast and satisfying.
Organizations that want to improve their call center experience can use the latest collaborative platform, i.e., Microsoft Digital Contact Center Platform. With the digital solution, organizations can deliver seamless, omnichannel engagement at large. It helps to engage customers in the voice channel in an efficient and effective manner from the moment customers reach the IVR system.
Your business can take advantage of this advanced contact center platform from the leading Microsoft Partners. If your business is based in any of the MENA, Asian or European countries, get the help from certified Microsoft Partners in UAE, Saudi Arabia, Oman, Qatar, Bahrain, Jordan, Kenya, Germany, Canada, Pakistan, and India.
Create exceptional engagement with Microsoft Digital Contact Center
Here we check out the facts that make this digital solution a favorite for organizations that focus on improving call center experience.
Redefining the voice channel
Most customers might have experienced the frustrating experience of having to navigate several menu options when trying to contact a call center. IVR direct them to press various buttons to reach a live agent. This compels customers to find an alternative solution to get a satisfactory response. Therefore, don’t ruin your brand image through frustrating and even infuriating customer experiences.
With AI powered IVR, customers can present their concerns or needs in their own language and get a resolution in quick time. Conversational IVR in the Microsoft Digital Contact Center Platform use natural language understanding (NLU) to understand what customer’s needs are and resolve their issues in a satisfying manner. Customers are no longer required to wait in queues for long.
Even so, intervention of human experts will be required some times. Whenever human assistance is needed, the AI powered IVR’s route the calls to an available live agent.
The IVR technology which can well understand customer’s intent from their words, patterns and tones improves the customer experience.
Delivering superior customer experiences
On this digital contact center platform, conversational IVR’s are enhanced with Microsoft Dynamics 365 AI. The advanced IVR system let customers get quick assistance from a live agent. When IVR escalates a conversation to a human agent, it will pass the full context of the conversation. Agents can get a holistic view of customers including previous purchase history, transactions, and more. This empowers agents to quickly understand customer issues and resolve them helping to increase productivity while customers feel valued.
Intelligent routing
Conversational IVR simplifies customer experience by handling complex interactions and routine enquiries. As agents are no longer dealing with complex and routine engagement, they can use their skills to most valued and rewarding engagements.
Conversational IVR on the Microsoft Digital Contact Center Platform uses intelligent routing to enhance the ability of agents to resolve customer cases efficiently and successfully. Intelligent routing routes the customers or callers to the right agent who can help efficiently. IVR passes the call information with the context to the agent to quickly and reliably resolve the issue. This improves customer satisfaction and agent productivity, as well as marks a reduction in call center costs.
Quick and secure engagement
Biometric authentication in the IVR technology ensures fast and secure interactions. Voice biometrics in Nuance can precisely identify real and fraudsters based on the characteristics of their voice.
Authenticating callers using voice biometrics enhances security and reduces the need for agents to spend time on lengthy knowledge-based authentication processes. The modern IVR technology increases personalization while reducing the average handle time. IVR can use your data sources to get a complete view of caller transactions, purchasing history and more to personalize the experience.
Build Smart IVR applications
Microsoft Digital Contact Center Platform allows you to easily create secure and conversational voicebots for the IVR that can handle everything from simple queries to complex interactions. You can develop voicebots with Microsoft Power Virtual Agents. You can create enterprise-grade voicebots to meet your specific business requirements and goals.
Bring voice support to a new level
With Nuance IVR and Mix, Power Virtual Agents and Microsoft Dynamics 365 Customer Service, you now can have a best-in-class digital platform to create superior customer and agent experiences. You can create IVR applications with intelligent routing capabilities in Dynamics 365.
Simplify your contact center experience
- Microsoft Digital Contact Center Platform simplifies the implementation of contact center with no complex IT integrations.
- Repetitive tasks such as routine conversations and transactions can be automated.
- Voicebots enable customers to communicate naturally, helping to solve cases efficiently and effectively.
- Microsoft Digital Contact Center Platform is scalable – it can adjust as per the changes in contact volume, agent count and service levels.
If you are looking for a comprehensive contact center and customer engagement solution, look for no solution other than Microsoft Digital Contact Center Platform.
If you want to enhance your call center experience with Microsoft Digital Contact Center Platform, get the support from reliable and experienced Microsoft Partners. If your business is based in any of the MENA, Asian or European countries, get the help from certified Microsoft Partners in UAE, Saudi Arabia, Oman, Qatar, Bahrain, Jordan, Kenya, Germany, Canada, Pakistan, and India. They would have a proven track record in transforming enterprises with Microsoft technologies.
