By Adnan Khan
Implementation of
Dynamics Contact Center and
Integration with Non-Microsoft
CRM and IVR
Dynamics Contact Center is a Copilot-driven SAAS platform embedded with Generative AI, transforming communication across all channels. 𝗜𝘁 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀𝗹𝘆 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝘀 𝘄𝗶𝘁𝗵 𝗮𝗻𝘆 𝗖𝗥𝗠, 𝗜𝗩𝗥 Or 𝘁𝗵𝗶𝗿𝗱–𝗽𝗮𝗿𝘁𝘆 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻, 𝗲𝗻𝗮𝗯𝗹𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘁𝗼 𝘂𝘁𝗶𝗹𝗶𝘇𝗲 𝗼𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗶𝗻 𝘁𝗵𝗲𝗶𝗿 𝗽𝗿𝗲𝗳𝗲𝗿𝗿𝗲𝗱 𝗖𝗥𝗠.
Recently, ITKnocks tailored copilot for a client’s Customer Service department, which uses a non-Microsoft CRM and Voice Carrier.
Client Business Outcomes:
- Increased Revenue: An additional estimated $75,000 in weekly revenue, and projected annual $3.9 million.
- Reduced Agent Load: 60% decrease in agent workload.
- Improved Customer Satisfaction: Faster, more efficient service.
- Reduced Physical Headcount Dependency: Less reliance on additional staff.
- Enhanced Agent Mental Health: Copilot handles initial interactions with upset clients, summarising and routing them to agents.
Clients' Challenges:
- Competitive Pressures: Manual outbound telephony processes slowed down job booking, requiring agents to call workers one by one.
- Heavy Inbound Telephony Load: Despite IVR and chatbots, most calls were routed to agents, causing inefficiencies.
- Need for Unified Interface: The client required a unified interface and single database across existing CRM and applications for agents, with skill-based routing.
- Supervisory Insights: Supervisors needed access to historical and real-time conversation data at a single place/database.
ITKnocks Solution:
- Low-Code Dynamics Contact Center and Gen AI Copilot: Automated outbound/inbound telephony, with Copilot handling 70% of the workload by understanding worker queries and dynamically proposing options. Used OOB feature, Added knowledge(files, website URLs) to copilot.
- OOB Integration Connectors: Integrated Copilot with the existing non-Microsoft CRM and Carrier.
- Cross-Platform Integration: Embedded Copilot chat in non-Microsoft CRM applications as a widget (out-of-the-box script).
- OOB Reporting for Supervisors: Used OOB Reports to provide historical and real-time conversation stats.
- OOB Skill-Based Routing: Configured Gen AI skill-based routing to direct cases to the most skilled agents, enhancing efficiency and service quality.
Ready to transform your customer service operations with Dynamics Contact Center?
Whether you’re using a Microsoft or non-Microsoft CRM, we’ve got the expertise to seamlessly integrate and elevate your communications.
Let’s talk about how we can help you optimize efficiency and enhance customer satisfaction.
Feel free to reach out to ITKnocks for any implementations.
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