We all know the worst-case scenario with customer service because most of us have been there. You wait to get an agent on the phone or via an online chat function. You take the time to explain your problem or frame your question. And then the encounter drags on as the customer service agent asks for additional information or has to consult other systems or colleagues.
Then you start wondering if you even want to be a customer anymore.
If customer service is your job—if you have a responsibility for equipping, maintaining or managing a call center—you do not want to be the reason for customers leaving the company. And they will leave, by the way. Consumers overwhelmingly expect customer service representatives to know who they are and what they have purchased, and poor customer service is a major reason people switch vendors or brands.
But a well-designed digital contact center can change that. Customer service agents can become a key to customer satisfaction and customer retention.
A fully evolved modern digital contact center gives you access to data-driven, AI-powered insights throughout the entire spectrum of the customer support journey. It allows you to handle larger numbers of interactions while also aggregating, classifying and analyzing all the data from those interactions.
Data aggregation and analysis are the keys to success. You need to make sure your digital contact center unifies data in a way that makes it easily accessible. For customers to feel known, recognized and respected, agents must be able to access that customer information from a single screen without having to manually switch from one application to another or hunt through a confusing mess of irrelevant information.
HCLTech can make that happen with the Microsoft Digital Contact Center Platform (DCCP).
Microsoft DCCP pulls together several components of the Microsoft technology stack, including Dynamics 365, Power Platform, Azure, Teams and Customer Voice. This allows DCCP to pull data from multiple sources and provide a single view for agents. This 360-degree view of customers’ information and their interactions with your organization means that your team can deliver more personalized service and close the loop on the customer journey, including upselling and cross-selling.
What makes DCCP even more valuable, though, is the addition of the Nuance technology acquired by Microsoft in 2022. In part, Nuance elevates the non-human interaction aspect of the call center thanks to advanced conversational AI and automation. But it goes even further than that with a powerful level of security using voice authentication.
Nuance can save a voice identity and recognize a customer’s speech patterns, both what the customer is saying and how they are saying it. This allows accelerated identity verification and fraud prevention capabilities by using the customer’s own voice as a security biometric, with a 99% authentication success rate completed in less than one second of audio.
The agent experience and the customer experience are inextricably linked. The easier it is for agents and others in your company to confirm a customer’s identity and access data immediately, the easier it is for them to satisfy customers’ needs. The more easily they can make customers happy, the more likely those people will remain customers over the long run.
Learn more on how the Microsoft Digital Contact Center Platform can strengthen your omnichannel presence with best-in-class customer service solutions through our newly released eBook.