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What is the Microsoft Digital Contact Center Platform?

Jason Wynn

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Azure hero approved 4

The Microsoft Digital Contact Center Platform is a new customer care solution that the company introduced back in July 2022. It pulls upon Dynamics 365, Microsoft Azure, Microsoft 365, and Nuance AI to provide a full-featured contact center suite. In this article, we’ll explain how the Microsoft Digital Contact Center Platform works and how organizations of any size can leverage it to engage with customers.

The Microsoft Digital Contact Center Platform provides customers and agents with various tools to help reduce resolution times and improve customer satisfaction. This new customer care solution is currently limited to Dynamics 365 customer support, however, it’s likely to grow and expand into other areas within Dynamics 365. Following Microsoft’s acquisition of Nuance earlier this year, organizations can also access AI-powered conversational, automation, and security features.

How does the Microsoft Digital Contact Center Platform work?

Microsoft has been working with many third-party application providers to bring contact center solutions into Microsoft Teams. These solutions require special integration and configuration, and they can increase the sophistication for customers. With the Microsoft Digital Contact Center Platform, Microsoft now offers a full Microsoft-hosted solution for contact centers.

Multi-channel communication

The Microsoft Digital Contact Center Platform allows for communication across multiple channels. As of today, most consumers use multiple channels to communicate with a brand, including text messages, applications, to phone calls.

The solution provides the following capabilities to organizations:

  • A hyper-personalized omnichannel service across voice, digital, and video embedded inside the Dynamics 365 customer service.
  • Allows customers to be intelligently connected to the best-skilled agents and receive additional AI-powered recommendations.  
  • Customers can have their issues resolved quickly through customer self-service and automation.
The Microsoft Digital Contact Center Platform supports multi-channel communication
The Microsoft Digital Contact Center Platform supports multi-channel communication

Personalized and secure communications

The Microsoft Digital Contact Center Platform put the client’s customers at ease by making them feel known, understood, and supported.  This is achieved in a multitude of ways.

Firstly, customer and channel analytics can capture and analyze all channel, agent, and customer interactions to help uncover ways that might help your organization to improve the customer experience. The Microsoft Digital Contact Center Platform can also track and analyze customer behaviors to personalize interactions, reduce cart abandonment and help boost revenue.

The solution guarantees security by leveraging voice and behavioral pattern recognition to verify the identity of customers. Artificial intelligence can also help to review transactions and determine if there are risks of identity fraud through biometric detection.

Ultimately, the Microsoft Digital Contact Center Platform brings customer data into a single platform, providing a 360-degree view of customer interactions with actionable insights to help organizations become more efficient.

The Microsoft Digital Contact Center Platform provides a 360-degree view of customer interactions
The Microsoft Digital Contact Center Platform provides a 360-degree view of customer interactions

How the Microsoft Digital Contact Center Platform can increase agent productivity

The solution empowers agents to serve customers by bringing the right people, insights, and information directly into the flow of work thanks to Context IQ. With the Microsoft Digital Contact Center Platform, organizations can create a learning loop to automate the resolution of issues faced by customers

Here are more examples of how the Microsoft Digital Contact Center Platform can help agents to be more productive:

  • Agents can manage customers’ requests from any channel while handling multiple sessions at the same time.
  • Conversational intelligence capabilities including sentiment analysis can help agents to understand the emotional state of the customer and provide better assistance.
  • The solution can also provide suggested knowledge articles for agents based on AI recommendations.
  • Agents can quickly bring together experts to resolve open cases through intelligent case swarming.

How the Microsoft Digital Contact Center can increase revenue

With the Microsoft Digital Contact Center Platform, organizations can use real-time analytics to make data-driven decisions. Doing so will result in optimal engagement and improved customer satisfaction, which will ultimately benefit the organization’s revenue.

The solution also allows organizations to give customers personalised product recommendations, which drives their ability to upsell. The solution also enable agents to be made aware of real-time offers, giving them another way to keep customers engaged.

Conclusion

With the Microsoft Digital Contact Center Platform, the software giant offers a versatile solution for transforming customer and agent experiences. In addition to multi-channel communication and AI-powered features, organizations can also create chatbots with conversational AI to engage with customers. Lastly, customers can also self-service a variety of situations and get connected with live agent when necessary.

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