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Microsoft CRM for Contact Centers
   

Microsoft CRM for Contact Centers

CRM for Contact Centers and Call Centers

Ignify specializes in deploying Microsoft CRM for Contact Centers and Call centers and has tailored Microsoft CRM to the needs for Contact Centers.

Listed below are detailed features available for contact centers

Microsoft Dynamics CRM Contact Center demonstration

Contact Center Demonstration
Experience the
‘call center of the future’
with Microsoft Dynamics CRM.

 

Features 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

Call Center Agent Desktop example

 

Benefits to Contact Centers

  • 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

Next Steps

  • Contact us to schedule a detailed discovery or product demonstration or to request additional information.
  • Fill out an assessment survey to get a quote.
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Ecommerce with Microsoft Dynamics.
Jan. 15, 11 am Pacific / 2 pm Eastern.
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CRM for Sales and Marketing.
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Financial Excellence with Microsoft Dynamics AX.
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