Visualize a contact center scenario where agents pick up the call, understand your queries, jot them down manually, and look for solutions by opening different tabs on their computer. Sounds old school, right? Yes, it is. In todayโs time, no one can even imagine this picture of a contact center. It is because the world is transforming rapidly with digital and technological advancements.
Now every brand focuses more on offering exceptional customer service to create a remarkable impression on their customers. They consistently work towards providing an unmatchable customer experience by using multiple tools and integrations like Microsoft Dynamics 365 CTI Integration with Amazon Connect. MS Dynamics 365 is a top-notch Customer Relationship Management (CRM) tool and Amazon Connect is a leading cloud-based telephony solution. Integrating both tools using a smart CTI connector helps many businesses to outperform their competitors and accomplish their goals.
Read more to learn the challenges of contact centers and how this integration benefits businesses in offering excellent customer service.
Challenges Faced by Modern Contact Center Without CRM and Telephony Integration
Lack of Omni-Channel Capabilities Within the CRM
If the ACDs and business applications are not integrated with a contact center, the struggles of agents automatically increase. In some cases, agents might get omnichannel capabilities in the telephony system like Amazon Connect but they have to use another business application like CRM to understand customer queries and details. This increases to-and-fro in the work and ultimately consumes a lot of time along with impacting customer experience.
Solution
In todayโs world, having an integrated omni-channel capability is crucial for a contact center. And, this integration is possible by using Smart CTI Connectors. It saves time and allows agents to handle interactions coming from multiple channels on a single screen within the CRM with just a few clicks. It also boosts agentsโ performance and confidence which paves the path for better customer experience.
Lack of Workflow Automation
Another problem that arises without the integration of ACD and CRM like – Amazon Connect and Dynamics 365 is scattered workflow. This means agents have to open multiple tabs and toggle between different screens to resolve a single query. For example – They have to use different tools for different screens like – one tool for checking callersโ information and another tool like knowledge management for checking the correct answer to the queries.
Solution
These issues can be solved by automating the workflow by using an advanced CTI connector. A good CTI connector comes with features like – screen-pop, call controls, seamless integrations with third-party tools, customizations, etc. All these capabilities help agents solve customer queries from a single screen without jumping from one tab to another.
| ๐กGet the Use Case | Agent Workflow Automation for Enhanced Support Operations |
No Personalized Interactions
One of the major problems that customers face while connecting with the contact center where tool integration is not in place is – they have to repeat their query whenever they interact with a different agent. The interactions become frustrating for customers and painful for agents as well. By the time customers get their answers they have already lost interest in the brand and look for other brand that offers quick solutions.
Solution
This problem can be solved by personalized interactions that agents can offer after Dynamics 365 Amazon integration. Once these two applications are integrated through a CTI connector agents can see the interaction details and customers’ profiles on their screens which helps them offer personalized assistance. When customers interact with agents who are aware of their problems and are ready with the solution, they feel valued and automatically build trust in the brand.
Misdialing
Chances of errors are high while doing manual tasks, whereas automation reduces that issue to an extent. The same is the case with agents, when they use telephony systems and business applications individually they have to understand the conversation context from the business application and reach out to customers through ACD by manually dialing their numbers. This manual operation sometimes causes errors and wastes time.
Solution
The issue of misdialing can be resolved when there is Amazon and Dynamics 365 integration in place. When these tools are connected agents can check customersโ information and use the Click-to-Dial feature of the CTI connector to connect with the right customer directly. This eliminates the chances of connecting with the wrong customer and saves a lot of time and effort for an agent.
| ๐กAlso Read | How to Implement CTI (Computer Telephony Integration) for Microsoft Dynamics CRM 365 |
Wrap Up
No matter what the industry is, challenges are there in every sector. The major thing to consider is understanding the pain points, working beyond those difficulties, and accomplishing the determined goals using the right tools and techniques. To cope with the above-mentioned challenges in a contact center, integrating telephony with CRM or other business applications using a Smart CTI Connector offered by leading contact center solution providers like NovelVox is the best solution. Difficulties will come in the way of professionals, and battling them using the right weapon is the crucial key that helps win the battle for success.
