Interactive High-Performance Maaz Technologies Dynamics 365 SmartConnect for AWS Connect Contact Centre | CTI, Omni-Channel, IVR, ACD, AI NLP
Interactive High-Performance Maaz Technologies Dynamics 365 SmartConnect for AWS Connect Contact Centre | CTI, Omni-Channel, IVR, ACD, AI NLP
Dynamics 365 SmartConnect CTI for AWS Connect Contact Center is a solution that seamlessly connects Dynamics 365 Customer Service CRM with Cisco Contact Centre in the most incredible way possible. It unifies agents’ experience into a single user interface making customer interactions efficient and thus, resulting in higher revenues.
Highlights
Descriptions
Maaz SmartConnect is powerful connector which streamlines contact handling by unifying all contact channels for the agents. This in turn makes the entire process incredibly efficient as the agent spends less time in switching between applications and can focus more on providing resolution to customers.
Maaz Technologies works closely with Dynamics 365 CRM to integrate all capabilities as soon as they’re available enabling companies to increase productivity, enhance customer experience and make better decisions to grow companies to new heights and achieve unthinkable.
Features
Omni Channel Capabilities
Maaz Technologies Smart Connect works with Native Omnichannel of Dynamics 365 along-with CTI capabilities of AWS Connect. The agents can select from which one to receive requests either calls through CTI or chats through Dynamics 365 Omnichannel.
Simple, Intuitive and Steady with Intelligent chatbot capabilities
SmartConnect for AWS Contact Center ensures quick responses to customer’s questions through trained Microsoft Virtual agents (chatbots). The chatbot is trained and integrated with customer database, product catalog for faster customer interaction thus offering extensive self-service capability. It understands the context of the chat to have human like interactions with the customer.
Advanced Intelligent chat routing and Queuing Capabilities
SmartConnect for AWS Contact Center provides advanced chat and routing capabilities based on parameters defined by the organization. It recognizes customer identification from on chat arrival and correlates previous chat events in CRM for reporting. Live agents can handle multiple conversations simultaneously and transfer files to and from the customer, including the customer’s camera on his/her Mobile Phone.
Artificial Intelligent Enabled Response
SmartConnect for AWS Contact Center uses AI-driven Natural Language Processing to respond to Customers, with support of up to 40 languages, and real-time detection of customer sentiment, identifying any negative customer feedback, improving customer experience, and eventually increasing sales revenue.
Visualization and Analytics
SmartConnect for AWS Contact Center comes with a detailed Power-B-I dashboard, that gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving sales revenue, and to better understand the customers feedback about the company’s products and features.