Microsoft Unveils the Cloud-Based 'Digital Contact Center'
Kanesa David — July 28, 2022 — Business
Microsoft has launched ‘Digital Contact Center,’ a cloud-based feature that combines AI capabilities with Microsoft’s lineup of services and products. The company aims to create an all-in-one service for companies to offer their customers personalized services through omnichannel engagement, self-service, intent prediction, biometric authentication, and more. Microsoft claims that this will ultimately lead to increased revenue and better customer experience, as the AI integration allows companies to figure out the reason behind a customer call and redirect them to an agent that is capable of solving the problem.
Agents will also be able to engage with customers across video, voice, or chat at the same time for biometric authentication purposes. Knowledge-article recommendations will be pushed to agents during calls to help resolve issues faster, and case history can be easily accessed if the problem must be redirected to an expert. Additional features like the ContextIQ module can perform a sentiment analysis and suggest responses to agents during a client call.
Image Credit: Thinkstock
Agents will also be able to engage with customers across video, voice, or chat at the same time for biometric authentication purposes. Knowledge-article recommendations will be pushed to agents during calls to help resolve issues faster, and case history can be easily accessed if the problem must be redirected to an expert. Additional features like the ContextIQ module can perform a sentiment analysis and suggest responses to agents during a client call.
Image Credit: Thinkstock
Trend Themes
1. AI-driven Customer Service - Enhance customer satisfaction by integrating artificial intelligence into support services, enabling efficient problem-solving and personalized experiences.
2. Omnichannel Engagement - Establish seamless communication across multiple channels to provide customers with various options for quick and efficient support.
3. Biometric Authentication - Adopt advanced biometric authentication methods to ensure customer security and boost trust in your services.
Industry Implications
1. E-commerce - Revolutionize customers' online shopping experiences by personalizing interactions and ensuring prompt resolution of issues through AI-driven support.
2. Banking and Finance - Embrace digital advancements in customer service to improve security measures and create personalized experiences in the banking and financial sectors.
3. Telecommunications - Improve customer retention and satisfaction in the telecommunication industry by deploying AI-based omnichannel support and identification processes.
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