Evolve the level of sophistication of customer service with Dynamics 365

Service leaders face ongoing challenges in evolving the service organization to meet customer expectations, putting their brand value and customer loyalty at risk. As a recent study shows: 96% of customers will leave a business after a poor customer experience. This is why it is so important to generate good experiences, and Dynamics 365 is key for this.

Deliver the best customer service experience with established solutions.

As they say, change is the only constant, and it aptly applies to the different categories that define the contact center and customer service market today. Broadly speaking, the lines are no longer distinct between the unified communications as a service (UCaaS), contact center and customer relationship management (CRM) market categories.

All are transitioning to the cloud, and the capabilities overlap as much as possible. They are driven by contact center AI (CCAI) and carrier voice technology innovations that drive the efficiency and experience of customer service interactions. This also shifts the preference from best-of-breed solutions that have a fragmentation side effect to the possibility of consolidated solutions that can deliver the best experience.

Given the look at capabilities across technology innovations and market categories, and the fact that service organizations are across the spectrum, what service leaders need is a convenient way to assign them to different service levels of sophistication. Essentially, a service maturity model that groups key capabilities and assigns them to appropriate levels on the spectrum. This allows service leaders to visualize where they are in relation to the market and determine at which level they would like to be based on their business objectives, investment and timeline. In addition, they can practically decide and prioritize the capabilities that matter to them, across voice and digital channels, self-service, agent productivity and service operations.

Receive a personalized service level guidance report.

We are with you in this evolution. Microsoft is pleased to provide the Service Sophistication Model to help service leaders chart their course. It's a simple web experience that should take less than five minutes. The model bundles capabilities into personalized customer engagement, including omnichannel access and routing, scaling and automation with self-service, empowering agents with productivity tools and processes and service workflows driven by AI and analytics. And the service leader would look at four different levels of service in each group and choose the option that best describes their organization. As an example, do they have just a call center, or do they include some self-service capabilities, or do they already implement a contact center with digital channels, or are they ahead of the curve with AI-driven personalized experiences? Once they answer a few questions, they will receive a customized guidance report on where they are and where they can gradually move to the next level.

Transform your customer service journeys with leading capabilities.

Sometimes evolution is about getting ahead of the curve rather than taking incremental steps. What if you want your organization to transition to a completely new experience? We also give you a full picture of the possibilities: take a moment to register and download the Service Sophistication Model white paper. It's worth reading to get a comprehensive understanding of the spectrum of service levels and capabilities, the pain points and metrics that matter, where the industry is going, and where service leaders can take their organizations.

Personalize the customer service journey with Dynamics 365 customer service.

Microsoft is uniquely positioned to bring together the service solution that addresses the different categories and spectrum of capabilities, with Microsoft Teams for unified communications and collaboration, omnichannel and CRM capabilities with Microsoft Dynamics 365, and CCAI with Nuance, along with Azure cloud.

Evolve at your pace with an architecture that adapts to your service experience.

Microsoft's digital contact center platform brings these products together, along with partner innovations, as an open, flexible and collaborative platform that enables service organizations to maintain their existing contact center infrastructure and create the best experience for their customers. This was contributed by Arvind Iyer Senior Product Marketing Manager at Microsoft.