“ help our clients to leverage the best of the conversational AI technology,” he added.Ī third area of focus is front office transformation, like the modernization of case management capabilities and related initiatives around intelligent care.įinally, Avanade is seeing clients invest in improving the agent experience, changing training, and coaching. Customers are trying to handle a surge in calls to call centers with increased self-service capabilities. With more than 90 percent accuracy, solutions based on Microsoft's Nuance technology can serve to prevent fraud, he said. One example of a service on ramp is voice biometrics. In many scenarios, Shriram explained, Avanade and Accenture encourage clients to look for a solution on-ramp to get up to speed with addressing their most urgent needs. He explained that in client engagements, Accenture and Avanade take a range of approaches to create unified experiences that result in better data. Companies that prioritize and effectively manage customer service data are three times more likely to achieve their other ambitious business goals, said Accenture senior manager Shriram Viswanathan during the webcast. Four ways to approach the challengeĬustomer service is often a great source of actionable data, although all too often that data is disorganized. “Clients are continuing to talk about how do you change and evolve your customer care service from purely a cost center to a value center? How do you create value for your end customers to ultimately drive profit and add value for your organizations?” Sridhar said. Today's challenges with customer engagement often stem from customer experiences that are fragmented into different channels, preferences, and platforms. What sort of customer care issues keep CXOs and CIOs up at night? For an answer to that question, experts from Avanade and Accenture joined MSDW for a recent webcast and a podcast to discuss today's contact center challenges and how to resolve them with solutions built on a range of Microsoft business applications and services.Ībi Sridhar, Avanade's North America Lead for Dynamics 365 Customer Engagement says that his team has had "a front row seat to Microsoft's innovation, including in areas of AI and how they are empowering people as well as organizations and transforming customer care."
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