Tue. Oct 27th, 2020
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Dynamics 365 for Call Centers

When it comes to staying in touch, there are a lot of options for today’s customer. Customers may interact through email, make a call, use text, or even use a video chat. Amid these numerous options, they expect their interactions to be efficient, yet personalised and consistent, regardless of how they reach out. 

This is why leading businesses are considering and using resources, like Microsoft Dynamics 365 tools, as a way to collect the customer information needed in order to provide this level of quality service, across practically all platforms, including call center software that was once the leading technological tool for businesses to assist customers.  

How it works today

If you’re able to choose to utilize one of the leading resources for customer-based businesses, in a nutshell, Dynamics 365 call center software operates by taking Microsoft’s customer relationship management abilities and integrating them with enterprise resource planning functions, providing access to both through a cloud service. When used well, 365 can build customer loyalty centered on trust, providing you with the key insights you need to improve your business service.

365, 24/7: What it can do

Interpreting and interacting with callers

Dynamics 365 makes it simple for a call center to search through databases of existing customers or create new records for a new relationships, quickly capturing easily-recallable data when needed at a later time. Customer records in Dynamics 365 are integrated and formed from all available information. This means, at a glance, agents can quickly see all sales orders, shipping information, case histories, contact information, returns, and any other crucial information needed to make a shopper a buyer or leave happier than when they reached out. 

What’s more, 365’s RFM analysis capabilities makes it easy to evaluate customer behaviour, using this to assign values for how often a person makes a purchase, how recently, and how much money they tend to spend as part of each transaction, to name just a few features. With the help of 365’s logical organizational tools, call center agents can quickly recall important or related information to indicate how and when to push for a sale, as well as how much to expect in exchanges. 

Making sales

When call center agents are busy working with a caller to make a sale, the last thing either party wants to worry about is whether their information is being exploited illegally. As part of its fundamental functions, Dynamics 365 works to protect sensitive information exchanged as part of orders — one means of which includes terminating transactions without valid payment. This allows the call center to determine which payment methods they deem acceptable, and even permits payment modes to be restricted by channel.

Perhaps users’ favorite feature about 365 is how easy it is to set up price controls for the system, giving your call center the freedom to override such controls for margin alerts or in price matching situations. Agents with the right permissions can be empowered to change prices as needed, to respond dynamically to caller issues and improve customer service.

Protecting everyone

Fraud is a huge issue in ecommerce and digital sales, but Dynamics 365 makes it easy to set up rules for how and when to send a fraud alert to agents. If a call or customer information seems suspicious, for example, 365 lets you use the rules to trigger automatic holds or provides a way for agents to do it manually.

Agents can then work in a separate screen to monitor all hold orders by department, and only the agent involved in the call can authorize an end to hold. Of course, managers can override the hold in the right scenario with the right authorization. 

Working with cloud call center software

Dynamics 365 is a powerful tool made even more powerful through true integration with your call center software. Call center software should be able to grab relevant data from Dynamics 365 and use it to retain context when agents switch communication channels. This makes it easy for customers to move from a web chat to a phone call as if it were all one conversation, with agents fully aware of what’s been said and where to go next in the interaction.

Call center software integrated with Dynamics 365 will also offer AI solutions that can use the powerful tools of 365 to improve performance and customer experience. Studies show that integrated bots with access to all the right information consistently improve waiting times and overall customer satisfaction.

You also get improved agent empowerment when your call center software is integrated with Dynamics 365. Agents have instant access to the information they need to deliver personalized service that addresses callers’ pain points. This keeps customers satisfied, agents motivated, and numbers efficient across the board.

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