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Dynamics 365 Contact Centerย is a standalone Contact Center as a Service (CCaaS) solution that isย Copilot-firstย and powered byย Generative AI. Many organizations find themselves using multiple contact centers and CRMs due to a variety of factors, such as:
In this article, we will present a solution architecture design that enables organizations to leverage Generative AI-powered Copilots within their existing contact centers and CRM systems, without the need for a complete overhaul.ย ย
We aim to address the following challenges and concerns, detailing how the proposed architecture and integration would function:ย
The following architecture diagram illustrates the solution design that addresses key challenges in a scenario where Salesforce is the CRM, and multiple contact centers are in place:ย
Source Microsoft: https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-existing-crm-dynamics-365-contact-center
The following architecture diagram illustrates the solution design for integrating different CRMs and multiple contact centers:
Source Microsoft: https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-existing-crm-dynamics-365-contact-center
๐๐ฎ๐๐ฎ ๐ฆ๐ถ๐น๐ผ๐ & ๐๐ฎ๐ฐ๐ธ ๐ผ๐ณ ๐ฎ ๐จ๐ป๐ถ๐ณ๐ถ๐ฒ๐ฑ ๐ฏ๐ฒ๐ฌ-๐๐ฒ๐ด๐ฟ๐ฒ๐ฒ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฉ๐ถ๐ฒ๐: Different CRMs may store varied sets of customer information, leading to incomplete or inconsistent data across the organization. This prevents the creation of a unified, 360-degree view of the customer, making it difficult to track customer journeys, preferences, and interactions across various touchpoints.
๐๐ต๐ฎ๐น๐น๐ฒ๐ป๐ด๐ฒ๐ ๐ถ๐ป ๐๐ฎ๐๐ฎ ๐๐ผ๐ป๐๐ผ๐น๐ถ๐ฑ๐ฎ๐๐ถ๐ผ๐ป ๐๐ฐ๐ฟ๐ผ๐๐ ๐ฆ๐๐๐๐ฒ๐บ๐: Multiple CRMs result in data being scattered across systems, making it difficult to consolidate and analyze customer information on an organizational level.
๐ฃ๐ผ๐ผ๐ฟ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ฎ๐ป๐ฑ๐ผ๐ณ๐ณ๐: When a customer is transferred between contact centers (e.g., from billing to technical support), having multiple CRMs can cause friction in sharing information, resulting in frustrating handoff experiences.
๐๐ฒ๐น๐ฎ๐๐ฒ๐ฑ ๐ฅ๐ฒ๐๐ผ๐น๐๐๐ถ๐ผ๐ป: Agents may spend excessive time gathering or verifying customer information across systems, causing delays in resolution or responses.
๐๐ฎ๐ฐ๐ธ ๐ผ๐ณ ๐ข๐บ๐ป๐ถ๐ฐ๐ต๐ฎ๐ป๐ป๐ฒ๐น ๐ฉ๐ถ๐ฒ๐: Multiple CRMs may not integrate well with channels like social media, email, or chat, hindering a seamless omnichannel customer journey. Customers might have to repeat themselves when switching between communication methods or contact centers.
๐๐
๐ถ๐๐๐ถ๐ป๐ด ๐ ๐๐น๐๐ถ๐ฝ๐น๐ฒ ๐ฉ๐ผ๐ถ๐ฐ๐ฒ ๐๐ฎ๐ฟ๐ฟ๐ถ๐ฒ๐ฟ๐ ๐ฎ๐ป๐ฑ ๐๐ฎ๐น๐น๐ถ๐ป๐ด ๐ฃ๐น๐ฎ๐ป๐: Managing multiple voice carriers and disparate calling plans creates operational inefficiencies, adding complexity to communication processes and cost management.
๐๐ฎ๐ฐ๐ธ ๐ผ๐ณ ๐ฎ ๐๐ฒ๐ป๐๐ฟ๐ฎ๐น ๐๐ป๐ผ๐๐น๐ฒ๐ฑ๐ด๐ฒ ๐๐ฎ๐๐ฒ: Without a centralized knowledge base, agents often struggle to access consistent information, leading to varied support quality and delayed response times.
The built-in connectors and data connectors for different CRMs (e.g., Salesforce, ServiceNow, Zendesk) allow Dynamics Contact and Copilot to sync customer data and display it on a single screen for all agents, ensuring a unified customer view.
Dynamics Contact Center provides๐ผ๐๐-๐ผ๐ณ-๐๐ต๐ฒ-๐ฏ๐ผ๐
(๐ข๐ข๐) ๐ฑ๐ฎ๐๐ต๐ฏ๐ผ๐ฎ๐ฟ๐ฑ๐ for supervisors to monitor real-time and historical conversations. Power BI can be used to connect all contact centers, consolidating data on a single dashboard for enhanced analysis and forecasting.
๐๐ผ๐ฝ๐ถ๐น๐ผ๐ ๐๐ป๐๐ฒ๐ด๐ฟ๐ฎ๐๐ถ๐ผ๐ป with SDKs and APIs of contact centers enables seamless handoff of conversations and transcript sharing, ensuring smooth customer transitions.
Copilot integrates with multiple CRMs and contact centers through APIs, allowing agents to access necessary information faster and more efficiently, reducing response times.
Dynamics Contact Center’s ๐๐ผ๐ฝ๐ถ๐น๐ผ๐ ๐ฆ๐๐๐ฑ๐ถ๐ผ supports a variety of digital and voice channels, such as Facebook, WhatsApp, SMS, and Microsoft Teams. Custom bots created in Copilot Studio can be deployed across multiple channels, providing a unified customer experience with intelligent routing and transcript sharing.
๐๐ฟ๐ถ๐ป๐ด ๐ฌ๐ผ๐๐ฟ ๐ข๐๐ป ๐๐ฎ๐ฟ๐ฟ๐ถ๐ฒ๐ฟ (๐๐ฌ๐ข๐) option in Microsoft allows organizations to connect their legacy telephony systems and carrier of choice to ๐๐๐๐ฟ๐ฒ ๐๐ผ๐บ๐บ๐๐ป๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป ๐ฆ๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ๐. This provides PSTN calling capabilities to the Communication Services application, even when PSTN isn’t available in a given country/region. No additional on-premises software is needed, and any telephony carrier can be used with the system.
Providing a central knowledge base to copilot allows agents to access the same up-to-date information, answer Agents queries, improving consistency in customer service and reducing the time it takes to resolve issues.
As part of the deduplication process, we also updated ourย reference table to reflect old-to-new key mappings. This allowed us to ensure that the correct GUIDs were assigned to the deduplicated records, maintaining the integrity of the data relationships in CRM.
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