Player FM 앱으로 오프라인으로 전환하세요!
Solving Contact Center challenges with Microsoft Business Applications
Manage episode 371717078 series 1248037
This episode is sponsored by Avanade.
Enterprise-scale call centers face the challenge of dispersed information across systems run by fragmented technology. As customers expect better digital-first support, customer service teams need to elevate their capabilities to deliver an expected level of performance across channels.
On this episode, our guests, Abi Sridhar and Barry Givens of Avanade and Shriram Viswanathan of Accenture, dive deeper into some of the points raised in Avanade's recent webcast examining key challenges faced by executives and technology teams, and customer service leaders in providing exceptional contact center service experience to end customers while optimizing operational costs for their organizations. They share recent real-world experiences, including examples of how customers are bringing together Dynamics 365, Power Platform, Azure services, and Nuance offerings to enhance customer experience.
Show Notes:
- 3:00 - How are business leaders evaluating call center technology investments today?
- 6:45 - Approaching change management concerns that accompany digital transformation
- 10:30 - Where are customer care organizations finding quick wins with technology investment?
- 15:00 - How to approach end user security and privacy in today's projects across industries
- 17:45 - Understanding the basics of Nuance Gatekeeper and its expansion out of highly regulated and secure industries
- 20:30 - Typical risks that enterprises face during implementation projects today
- 25:45 - Sharing a client story that required an industry-first approach
- 28:00 - Perspective on Microsoft's customer care roadmap: composability, AI tools, and beyond
Find out more from Avanade about transforming service with Microsoft Digital Contact Center Platform: https://www.avanade.com/en-ca/blogs/avanade-insights/cx/transforming-contact-center-platform
291 에피소드
Manage episode 371717078 series 1248037
This episode is sponsored by Avanade.
Enterprise-scale call centers face the challenge of dispersed information across systems run by fragmented technology. As customers expect better digital-first support, customer service teams need to elevate their capabilities to deliver an expected level of performance across channels.
On this episode, our guests, Abi Sridhar and Barry Givens of Avanade and Shriram Viswanathan of Accenture, dive deeper into some of the points raised in Avanade's recent webcast examining key challenges faced by executives and technology teams, and customer service leaders in providing exceptional contact center service experience to end customers while optimizing operational costs for their organizations. They share recent real-world experiences, including examples of how customers are bringing together Dynamics 365, Power Platform, Azure services, and Nuance offerings to enhance customer experience.
Show Notes:
- 3:00 - How are business leaders evaluating call center technology investments today?
- 6:45 - Approaching change management concerns that accompany digital transformation
- 10:30 - Where are customer care organizations finding quick wins with technology investment?
- 15:00 - How to approach end user security and privacy in today's projects across industries
- 17:45 - Understanding the basics of Nuance Gatekeeper and its expansion out of highly regulated and secure industries
- 20:30 - Typical risks that enterprises face during implementation projects today
- 25:45 - Sharing a client story that required an industry-first approach
- 28:00 - Perspective on Microsoft's customer care roadmap: composability, AI tools, and beyond
Find out more from Avanade about transforming service with Microsoft Digital Contact Center Platform: https://www.avanade.com/en-ca/blogs/avanade-insights/cx/transforming-contact-center-platform
291 에피소드
모든 에피소드
×플레이어 FM에 오신것을 환영합니다!
플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.