Contact Center Transformation

NTT empowers global organizations to masterfully orchestrate their contact center strategies, aligning them seamlessly with the end-user experience. This is achieved by leveraging their profound domain expertise in both customer and employee experience fields, and combining it with a deep understanding of conversational AI capabilities. The result is a highly intuitive and automated customer experience within an omnichannel environment.

Moreover, by integrating the Microsoft digital contact center platform into this strategy, organizations can further enhance their customer service capabilities. This platform provides a unified, intelligent, and seamless customer service experience across multiple channels, enabling organizations to engage with their customers in a more personalized and efficient manner.

Incorporating digital interfaces such as Virtual Assistants into the customer service strategy enables automatic resolution of customer inquiries. These advanced AI-powered tools are capable of understanding and responding to a wide range of customer queries, providing immediate and accurate responses.

The overall transformation brought about by these technologies will significantly reduce the need for human interaction in standard tasks. Virtual agents, equipped with human-like capabilities, will handle these tasks, thereby freeing up human agents to focus on more complex and high-value interactions. This not only improves efficiency but also enhances the overall customer experience, leading to higher customer satisfaction and loyalty.

How do you benefit from this transformation:

• Reduced time to respond to customer calls
• Reduce the number of Live agents by up to 50%
• Reduced capital cost
• Higher accuracy of information captured into backend systems
• Time savings - Reduction of Claims processing time by 65%

The 4-hour session is to demonstrate the art of possible and create a first use case on your specific contact centre scenarios. The solution to-be will leverage the potential of Microsoft Digital Contact Center Platform This will instantly lower your need on spending on contact centre licenses and is easily scalable to your changing needs. The solution to-be will give you the benefit to shift your spending to a transaction based payment model. If a human-human interaction is needed, the solution to-be will handover to a human using Microsoft Teams.

Workshop Agenda :

• Demonstration the art of possible
• Assessment & Evaluation: of As-Is state
• Use and Business Case development (Opportunity Identification, Identification of transformation type and levers, Level of automation in the processes)
• After the workshop, you will get a playback of assessment findings, and high-level design and budgetary cost estimation of the solution to-be