AP107 Customer Care Accelerator. Ross Dembecki / Lead Product Manager Brad Beumer / Global Solution Architect. Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems.
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Ross Dembecki / Lead Product Manager
Brad Beumer / Global Solution Architect
Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems
AP029: Selling Dynamics CRM: The sales productivity proof points
AP049: Microsoft Dynamics 2011 and the Cloud
AP107: Customer Care Accelerator
AP115: xRM Framework: A Faster Way to Build Business Applications
Figure 1: Magic Quadrant for CRM Customer Service Contact Centers
“The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft's applications.”
~ Michael Maoz
80% of top firms believe they offer customers a “Superior Experience”
Only 8% of their customers said these companies provided a “Superior Experience”
Bain & Company study, 2008
“…companies with high customer satisfaction scores …produced higher stock returns, and their stock values and cash flows have been less volatile.”
Harvard Business Review, 2007
Self-Service / Community
3 Key Priorities for Customer Service
The New York Times, 2009
Unify agent experience
Simplify and speed CTI integration
Automate and streamline customer care activities and processes
Audit, track and report on activities and performance
Simplify cross system implementations through centralised management
Integrated Agent Desktop
Auditing & Reporting
Audit and report on customer care activities
Audit agent activity within each customer interaction to track efficiency and adherence to best practices.
Provide visibility into agent activities using templates and custom reports.
Measure performanceand identify and prioritize opportunities for improvement.
Enable user-interface integration
Aggregate information from various systems into an integrated agent desktop.
Provide context-based access to applications and capabilities.
Automate manual data entry tasks and reduce the need to switch between applications.
Simplify creation of an integrated agent desktop with code samples and controls.
Delight customers with fast and accurate service
Improve first call resolution by consolidating applications in a single desktop and giving agents access to the right information at the right time
Minimize agent effort and errors by removing the need to manually copy information between applications with UI automation.
Delight customers by giving agents access to tools to automate UI page flow and enable consistent, superior customer experiences.
Facilitate computer telephony integration, chat and email
Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows.
Speed and simplify integration of CTI systems with code samples and development tools.
Provide interfaces for chat and email .
Simplify lookup of customer information from back-end databases and existing systems.
Handle multiple customer sessions across multiple channels
Give agents the ability to handle multiple customer interactions across multiple channels at once without losing their place.
Move customer interactions between agents and experts without requiring customers to repeat information.
Provide complete visibility into the history of all customer interaction sessions.
Centrally manage and configure applications
Manage configuration of the agent desktop through a central, Web-based console.
Update configurations easily when business needs change or applications are added.
Reduce costs by taking a unified approach to application user interface consolidation.
Customer Care Accelerator (CCA) for Microsoft Dynamics CRM
Project Mission: Improve Customer Care
Customer Business Challenge
Recent Win: Create a Single Member View & MDM
Customer Business Challenge