6 Novel Ways Retailers Are Modernizing Contact Centers With AI

It’s clear that Retail and Consumer Goods (RCG) companies are under immense pressure to modernize and scale their supply chain operations while at the same time reducing costs – requiring smarter field execution and leaner teams.

The primary challenges range from shifting consumer expectations and economic pressures to fulfillment and logistics issues, as well as gaps in AI and digital workloads. However, one constant remains: the essential need for a modernized contact center that can automate, predict, and analyze processes and data.

Investments in automation, AI, and mobile tools are paramount to not only survive but thrive in this space. According to McKinsey, 30%-40% of retail tasks, such as merchandise planning and supply chain management are “ripe for automation.”

If you’re currently on a legacy call center platform, the ability to take advantage of AI and digital modernization is as fruitful as an empty shelf with stockpiled backorders. One of the game-changers for RCG organizations is the Microsoft Dynamics 365 Contact Center – loaded with the capability of generative AI to vastly improve customer service, call center operations, and efficiencies that bolster bottom lines.

The potential this solution holds for modernizing and transforming customer engagements has me energized for the results it can bring to call centers.

Here are the six things that get us most excited about the Microsoft Dynamics 365 Contact Center: 

1. Copilot-First Approach 

One of the standout features of Dynamics 365 Contact Center is its  Copilot-first design. This is a significant difference from legacy CCaaS platforms that are bolting on AI capabilities. Microsoft’s approach blends AI seamlessly into every customer engagement channel from the ground up. This means significantly faster deployments, decreased effort and risk, and much more secure and scalable AI for your Contact Center. The Copilot AI assists agents by providing real-time conversation tools such as sentiment analysis, translation, transcription, and automated task handling. This not only improves efficiency but also enhances the quality of interactions, leading to better customer satisfaction. 

2. Effortless Self-Service 

Today’s customers expect quick and easy resolutions to their queries, and Dynamics 365 Contact Center delivers just that. With sophisticated pre-integrated Copilots for digital and voice channels, the platform enables context-aware, personalized self-service experiences. Leveraging cutting-edge interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can create engaging, individualized experiences that allow customers to resolve issues on their own terms. 

3. Intelligent Unified Routing 

Efficient routing of customer inquiries is crucial for minimizing wait times and ensuring issues are handled by the most appropriate agents. Dynamics 365 Contact Center excels in this intelligent unified routing system. This feature intelligently steers incoming requests to the best-suited agents based on real-time data and context, enhancing service quality and reducing the likelihood of misroutes. The result is a more efficient and satisfying customer service experience. 

4. Enhanced Agent Tools 

Empowering agents with the right tools is essential for delivering exceptional service. Dynamics 365 Contact Center provides agents with a 360-degree view of the customer, enriched by generative AI capabilities. Tools such as conversation summaries, suggested responses, case summaries, and knowledge search automation streamline the workflow, allowing agents to focus more on solving customer issues and less on repetitive tasks. This not only boosts agent productivity but also improves overall service effectiveness.

5. Multi-layered Security and Resilience

Let’s face it, everyone is vulnerable to security attacks but the ones at higher risk are working in older, legacy call centers without a modern infrastructure. A few key security features in the Microsoft Contact Center include identity verification and access control which confirms caller authorization before granting access to sensitive account data. This protects against unauthorized access and sets a secure baseline.

In addition, this platform includes biometric authentication capabilities, enabling intelligent fraud detection and seamless customer verification – which reduces reliance on passwords and personal questions. Add in the powerful duo of Microsoft Entra and Defender that work together to secure the entire Microsoft tech stack from identity to infrastructure to data, the platform continuously monitors for threats supporting a Zero Trust architecture and ensuring only authorized users have access.  There’s no doubt, hackers are getting increasingly sophisticated – AI-enabled security is mission critical to keep one step ahead.  

6. Scalability and Reliability 

Built natively on the Microsoft cloud, Dynamics 365 Contact Center ensures extensive scalability and reliability across voice, digital channels, and routing.   This robust foundation means that organizations can scale their operations seamlessly while maintaining high levels of performance and reliability. Additionally, the platform allows businesses to retain their existing investments in customer relationship management systems or custom apps, providing a flexible and integrated solution that grows with their needs.

How can Hitachi Solutions help?

We’re a proud 53x Microsoft award winner and CX transformation leader providing value through the end-to-end value chain and are experts in digital transformation and technology innovation. We have a customer-centric approach and bring not only extensive product knowledge, but best practices and solutions for long-term business success. Plus, we know this space incredibly well — we’ve helped dozens of large enterprise and medium-sized businesses turn their call center from a siloed expense legacy operation into a data-driven, AI-enhanced sales and customer service profitable hub.

Ready to take the first step in modernizing and innovating your call center? Check out our Contact Center as a Service (CCaaS) Assessment to discover ways to boost efficiencies, upgrade customer experiences, integrate technologies and gain unified insights.