We’re entering the era of generative AI that is driving new levels of productivity and efficiency, unleashing new innovations in the customer service space. AI is profoundly changing how customers engage with businesses and how agents provide exceptional service to them.
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.
By 2026, 60 percent of large enterprises will use total experience to transform their business models to achieve world-class customer and employee advocacy levels.
Marketers today are rethinking their data strategies, looking for ways to take ownership of their customer data and to use that resource to create valued customer relationships in a time of tightening privacy legislation.
As companies across industries navigate a period of uncertainty, every investment in people and technology must be strategic and decisive to help people do more with less—less time, less cost, and less complexity.
In October, we launched the 2022 release wave 2—hundreds of new innovations across Microsoft Dynamics 365 and Microsoft Power Platform, releasing between October 2022 and March 2023.
This year at Microsoft Ignite, we are showcasing new AI, automation, and collaborative solutions that help your business be more efficient, engage better across teams and departments, and deliver more breakthrough customer experiences.
With Power Virtual Agents and Nuance Mix on the Microsoft Digital Contact Center Platform, organizations now have a single platform for conversational AI tooling covering the needs of use cases, from the simplest chatbot to the most complex, hyper-personalized digital experience. From no-code and low-code to pro-code, we look at when to choose each solution.
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.
We are honored to announce that Microsoft Dynamics 365 was identified as a Leader in The Forrester Wave™: CRM Suites, Q3 2022. What makes Dynamics 365 different for our customers? Here are seven key insights we have heard over the past year.
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.
This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance. Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first.