Dynamics 365 SmartConnect for AWS Connect Contact Centre

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

 – Maaz SmartConnect solution has an instinctual interface where agents can handle voice, case, email and all omni-channel interactions seamlessly within Dynamics, eliminating the need of using multiple applications and thereby increasing teams’ efficiency.
 – Helps in improving customer experience as it immediately recognizes inbound/outbound callers, reduces average handle time (AHT), streamlines case management and also optimizes caller routing so that each customer is put in touch with the right agent every single time.
 – Increases productivity by intelligently switching between omni-channels and cisco connector. Few other features that are worth mentioning are: OneClick to call instantly, automatic call logging, dynamic customer search, call transfer support and custom cases support.

 

 – SmartConnect 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 business sales revenue, and to better understand the customers feedback about the company’s products and features

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

 – Replace screen switching with instinctual interface

 – Make call handling process efficient by identifying callers, displaying their information in automatic screen pops and route them to right agents

 – Matching callers instantly with existing records and searching them when required dynamically 

 – OneClick solution for agents to call a phone number by a single click once connected to CRM 

 – Smooth call transfers and conference call is also available with other agents  

 – Omni-channel support includes: voice, chat, email, SMS, Facebook, Twitter, Line and WhatsApp 

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.