Product Overview

Transform your customer service experience with Maaz Technologies SmartConnect for Amazon Connect and Dynamics 365 Customer Service. This powerful AI-driven omnichannel solution seamlessly integrates Amazon Connect with Dynamics 365 Customer Service, unifying agent interactions into a single, intuitive interface. SmartConnect helps customer service teams streamline workflows, reduce handle times, and provide exceptional service.

Target Users

This solution is ideal for customer service teams in medium to large enterprises seeking to enhance their omnichannel communication and improve customer satisfaction across various touchpoints.

Key Pain Points Addressed

• Lengthy Wait Times: Minimize average handle time (AHT) by promptly routing customers to the most appropriate agent.
• Inefficient Multi-Channel Management: Eliminate the need for agents to switch between multiple systems, improving efficiency.
• Data Overload: Empower supervisors and administrators with comprehensive analytics to turn insights into actionable improvements.

Key Features

• Unified Interface: Agents can seamlessly manage voice, cases, and omnichannel interactions all within Dynamics 365, boosting efficiency and reducing complexity.
• Instant Caller Identification: Automatically identify inbound/outbound callers and route them to the most suitable agent, enhancing the overall customer experience.
• One-Click Calling: Enable agents to make instant calls with a single click, optimizing their workflow and reducing response time.
• AI-Powered Agents via IVR: Intelligent AI agents handle routine customer interactions directly through Interactive Voice Response (IVR), offering seamless automated assistance without the need for live agents.
• Advanced AI-Driven Chat Routing: Leverage skill-based routing and customer profile matching to ensure the right agent handles every conversation efficiently.
• Comprehensive Analytics: Gain deep insights into customer interactions with detailed Power BI dashboards, allowing admins and supervisors to track agent performance, chatbot activity, and customer satisfaction in real-time.

Benefits

• Enhanced Productivity: By automating routine tasks and unifying all communication channels, agents can focus more on resolving customer issues rather than managing systems.
• Improved Customer Experience: SmartConnect reduces response times, delivers more personalized interactions, and enables faster resolutions, improving customer satisfaction.
• Data-Driven Decision-Making: With powerful analytics, managers can easily identify areas for improvement, optimize operations, and elevate customer service performance.
  
  

Why Choose Us?

Maaz Technologies SmartConnect provides an advanced, AI-driven solution that seamlessly integrates Amazon Connect and Dynamics 365. With features like AI-powered IVR agents and intuitive omnichannel management, it’s designed to enhance customer interactions, boost productivity, and drive success for your business.

Get Started

Take your customer service to the next level with SmartConnect.Contact us for a demo and discover how this solution can transform your contact center operations.