Microsoft CRM for Contact Centers

• Tele-scripts: Ability to use scripts for common questions. Relevant scripts pop-up based on questions being asked by customer
• Incident Management: Ability to prioritize incidents based on level of severity and escalate the incident for help to a supervisor or other subject matter expert
• Automatic Escalations: System and workflow driven automatic incident escalations when an agent is not able to respond or resolve an issue effectively.
• Integrated Agent Desktop: Integrated chat, email, web meeting and voice with the Microsoft CRM interface.
• Knowledge base: Integrated knowledge base for common questions and support problems
• Expert on Call: Ability to ask questions for an expert on call for non-scripted scenarios
• Contact Center Analytics: Reports on Average Time to resolve an incident, First Contact Resolution percentage; Average Response time, and Average Cost per incident. All reports available at an aggregate level, individual representative level or by group of agents.
• 360 degree view of customer: A complete view of the customer that provides incident history, sales pipeline and past sales.
• Cross-sell and Up-sell: Product and Service recommendations based on current products/ services owned by customer providing the ability to convert a customer support interaction to a revenue opportunity
• Knowledge base: Integrated knowledge base for common questions and support problems

Call Center Agent Desktop example

• Improve First Contact Resolution (FCR): Improve First Contact Resolution (FCR): Improve the percentage of incidents resolved at first contact with the help of an integrated knowledgebase, integrated tele-script and the expert on call feature.
• Reduce cost of incident: Reduced time on phone/ email due to better tools and superior analytics will reduce the cost per incident and improve contact center agent productivity
• Improve Customer Satisfaction: Better responses by contact center agents and a shorter resolution time will improve customer satisfaction

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