The world around us may have changed 360 degrees, but phone support is still the preferred choice of communication for many people around the world when it comes to customer support. The fact that chatbots are not perfect and often make us go circle to circle is another big reason why the significance of a contact center cannot be ruled out, at least for now.
If your organization is looking to enhance the capabilities of your contact center, Microsoft Digital Contact Center Platform can be an excellent choice for you. This extensible, open, and collaborative platform delivers omnichannel and seamless customer engagement at scale. Let us explore how your organization can leverage Nuance and Microsoft innovations to engage customers efficiently and effectively from the second your customers reach the interactive voice response (IVR) system.
There is no denying the fact that most IVR systems "force" customers to endlessly navigate a plethora of menu options and listen to irrelevant messaging since they lack the basic intelligence to resolve inquiries on their own. This leads to customer frustration and dissatisfaction, which can damage brand loyalty in both the short and the long run. This is where conversational IVRs step in to replace legacy systems. They help in reducing service costs, increasing customer satisfaction, promoting faster resolutions, and improving brand loyalty by offering intelligent, seamless, conversational self-service experiences to customers.
For instance, conversational IVRs leveraging the Microsoft Digital Contact Center Platform can create astonishing experiences for your customers so queries and issues can be quickly addressed, while the customer feels understood and valued.
Find out how your organization can leverage Nuance Conversational IVR and Mix, Microsoft Power Virtual Agents, and Microsoft Dynamics 365 Customer Service along with Microsoft Azure Communications Services and Azure Cognitive Services to create innovative customer and agent experiences. Call or email us at C.I.G Consultants now.