The Challenge

The art of customer service is evolving with the growth of communication channels. Customer experience is built on the customer journey. Intelligent Communications Manager (ICM) for Microsoft Dynamics 365 Omnichannel is a solution that enhances the communication capabilities within the Dynamics 365 platform, specifically tailored for omnichannel customer engagement.

Intelligent Communication Manager (ICM) bridges these requirement gaps between organisation and customer through consistent omnichannel experience across many different chat communication channels.

This solution enables organizations to provide seamless, integrated, and intelligent communication experiences to their customers across various channels such as email, chat, voice, social media, and more. Here’s a description of ICM for Microsoft Dynamics 365 Omnichannel.

Microsoft Dynamics 365 Omnichannel

Maaz Technogies’s ICM AI hybrid chat provides contact centres a consistent Omnichannel customer experience for organisations using Microsoft Dynamics CRM 365. ICM effectively manages customer requests with intelligent routing through a Microsoft chatbot powered by Power Virtual Agents and seamlessly connects them to live agents. By leveraging the native functionality of Microsoft Dynamics 365 Omnichannel, it enhances customer experience, satisfaction, and productivity while reducing average handle time.

Maaz Technologies enables you to configure ICM to offer the best results to your business and customers, ensuring quick responses through trained Microsoft Virtual agents (chatbots). See below some major benefits a business can get;

Simple, Intuitive and Steady

Maaz Technologies enables you to configure ICM to offer the best results to your business and customers, ensuring quick responses through trained Microsoft Virtual agents (chatbots). The chatbot is trained and integrated with customer database and product catalogue for faster customer interaction thus offering extensive self-service capability.

Advanced Intelligent chat routing and Queuing Capabilities

ICM can provide advanced chat and routing capabilities based on parameters defined by the organisation. Our experts can ensure the optimised path for ICM.

Demonstration of ICM for Microsoft Dynamics 365 Omnichannel

The Features

ICM for Microsoft is a packaged solution that incorporates Microsoft Dynamics 365 CRM, Power Virtual Agent and Microsoft Power-B-I for reporting and analytics. ICM is a simple, natively built omnichannel chat solution that extends the power of Microsoft Dynamics CRM supporting instant, convenient, multiple channels for communicating with customers. The packaged solution, supported by the expertise of Maaz Technologies, is effortless to deploy, connect and integrate with different customer chat channels Microsoft Dynamics CRM supporting instant, convenient, multiple channels for communicating with customers. The packaged solution, supported by the expertise of Maaz Technologies, is effortless to deploy, connect and integrate with different customer chat channels

Power Virtual Agents (chatbots)

Human-like natural conversations; understand the context of the chat to have human-like interactions with the customer.

Omni-channel Availability

Deployment-ready for channels like WhatsApp, Facebook, Email, twitter, SMS, Web etc.

Multi-lingual

Understands and converses with users in 40+ languages globally.

Visualization and Analytics

Detailed analytics of the solution with several dashboards including channel breakdown, sentiment analysis, agent response, bot conversation rate, queue details etc.

Intelligent chat routing

Recognises customer identification from on-chat arrival and correlates previous chat events for the same customer in CRM for reporting.