CRM for Contact Center

WHY CHOOSE US?

• Unified Omnichannel Workspace on Dynamics 365: Handle voice, chat, SMS, web, and social channels in a single agent desktop—no app‑switching and full customer context at your fingertips. • AI‑Driven Agent Assist: Surface similar cases, auto‑suggest replies, and highlight relevant KB articles in real time—so agents resolve issues faster and more accurately. • Multilingual Sentiment & Translation: Analyze sentiment in 40+ languages and translate live conversations on the fly to elevate CX across global markets. • Predictive Staffing & Quality Control: Forecast inbound volume based on historical trends, balance workloads, and monitor agent KPIs with real‑time dashboards. • Proven Impact: Drive measurable efficiency and satisfaction gains—our customers see significant CSAT improvements and cost savings within months.

KEY FEATURES

• Smart Assist & Suggested Replies: AI analyzes live interactions, recommending solutions and next steps without manual lookup. • Knowledge Management with AI Drafting: Search, author, and enrich articles—including AI‑generated drafts—directly in the agent interface. • Live Transcription & Sentiment Scoring: Transcribe calls and chats in real time; surface negative sentiment for proactive escalations. • Multichannel Integration: Native PSTN telephony, web chat, SMS, social messaging, and Teams—all within one workspace. • Workload Forecasting & Scheduling: Generate daily/weekly/monthly forecasts by channel and queue; plan staffing to eliminate peaks and troughs. • Supervisor Dashboards & Alerts: Track CSAT, average handle time, and agent productivity; receive alerts on SLA breaches or rising churn risk.

BENEFITS

• Faster Resolutions: Cut average handle time by automating lookup and response suggestions. • Higher Satisfaction: Deliver personalized, timely support that boosts CSAT and loyalty. • Increased Productivity: Empower agents with unified tools and AI insights, reducing manual tasks. • Lower Costs & TCO: Leverage out‑of‑the‑box capabilities and AI automation to shrink support costs.

TECHNICAL DETAILS

• Platform: Microsoft Dynamics 365 Customer Service with Omnichannel add‑on. • Deployment: SaaS (Azure) or hybrid/on‑premises to meet compliance needs. • Security & Compliance: Enterprise‑grade controls, data residency, and GDPR support. • Support Packages: 24/7 Microsoft‑backed SLAs plus optional managed‑service tiers.

GET STARTED TODAY!

1. Book a Demo: See omnichannel & AI scenarios in action.
2. Pilot Program: Validate voice, chat, and forecasting in your environment.
3. Roll Out & Scale: Add surveys (Customer Voice), bots (Virtual Agents), or fine‑tune workflows with our experts.