Service leaders face continual challenges in evolving the service organization to meet customer expectations, putting their brand value and customer loyalty at risk—as a recent study shows, 96 percent of customers will leave a business after a bad customer experience.
Biometric security solution streamlines customer engagements and protects interactions in every channel. We look at how integrating Nuance Gatekeeper with Microsoft innovations on the Microsoft Digital Contact Center Platform helps enhance customer experiences and improve fraud prevention.
To meet rising customer expectations, modern interactive voice response (IVR) systems must offer intelligent self-service and seamless agent escalation when needed. We look at the vital role of conversational IVRs in the digital contact center, and how the Microsoft Digital Contact Center Platform helps organizations engage customers in their channel of choice while increasing self-service.
Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help.
We are thrilled to introduce the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative contact center solution designed to deliver seamless customer journeys.