Hitachi Solutions empowers customers with modern Microsoft Dynamics 365 and Copilot for Service solutions and services. With decades of experience in contact center engagements, our team has the business and technical understanding of what our customers need to take advantage of the benefits of AI, while centralizing their data and operations so they can optimize customer and employee experiences that lead to an improved bottom line.
Contact Center Solutions
Improve the contact center experience for customers and agents with greater visibility to the data they need for more effective engagement and improved resolutions.
Call Center
Primarily a Voice-centric Channel: Call centers are primarily focused on handling inbound voice calls, and while some also conduct outbound voice calls as well, most are not equipped to handle other channels like chat and email.
Conventional Purpose: Call centers are often used for inbound customer support and outbound telemarketing or debt collection.
Traditional Technology: Call centers use telephony equipment and solutions that may have call routing, call tracking, and recording capabilities.
Contact Center
Multiple Communication Channels: Contact centers manage communications across multiple channels such as phone, email, chat, social media, and sometimes even video conferencing.
Integrated Technology: Contact center solutions are often integrated with a CRM platform that provides a more comprehensive view of customer interactions and history across different channels.
Analytics and Reporting: Modern contact center solutions offer advanced analytics and reporting capabilities to track performance and customer satisfaction across all channels.
What Makes a Great Contact Center Solution?
Investing in a digital contact center solution that supports multi-channel engagement and empowers agents who are working from home, is critical to success.
Organizations across multiple industries benefit from investing in their contact centers through:
- Increased agent productivity with AI-enabled tools
- Greater overall efficiency through process automation
- Reduced operating costs through self-service capabilities for your customers
- Greater scalability and flexibility resulting from analytics-based forecasting
- Stronger security through modern identity verification
- Optimized customer experiences across multiple channels thanks to intelligent routing to the agent most qualified to support the customer
- Improved customer satisfaction when issues are more often resolved on first contact
Contact Centers in Industry
Delivering exceptional customer experiences is an aspiration across many industries and often customer experiences are rooted in the service they receive from organizations they engage with. Empowering contact center agents with modern tools enables them to deliver exceptional experiences across a variety of scenarios, including:
- Calling a bank or credit union to report a lost or stolen credit card or make changes to the income level on an account.
- Calling an insurance company to add a beneficiary to a life insurance policy or to file a claim after an auto accident.
- Engaging with a chatbot to set up a meeting with a wealth manager for financial planning services.
- Calling a health plan to resolve a billing inquiry or check the status of a claim.
- Accessing a patient portal to schedule an appointment or with a healthcare provider.
- Calling to ask questions about product features, specifications, compatibility, or to compare different models.
- Calling for technical assistance or troubleshooting if they are having trouble getting set up or using a product.
- Calling to initiate a warranty claim and get guidance on the process for repairs, replacements, or refunds.
- Calling for additional parts or accessories, or replacements for lost or damaged components.
Deliver Exceptional Service & Engagement
It is well-known that organizations can differentiate themselves from their competition based on the value of customer service experiences. Modernized contact centers enable organizations to deliver the engagement and service experiences customers demand.
It’s estimated that close to 60% of failed attempts at First Contact Resolution (FCR) are a result of the agent’s lack of access to the right data and more than 20% of call volume is about a previously unresolved issue.
Imagine your agents could resolve more issues on the first call, reducing the time they spend on a repeat issue – both the agent and the caller’s experiences are improved.
Hitachi Solutions can help bring that vision to life – turning it from something imagined to reality.
Hitachi Solutions can help with Call Center Software Solutions
With decades of experience with the Microsoft platform and our own IP, Hitachi Solutions understands what it takes to deliver call center success for our customers. Building a true 360-degree view of your data with modern applications and integrations to help you build better relationships with your customers can transform how you compete today.
D365 Customer Service
Enable your service teams with advanced capabilities for delivering personalized experiences, optimizing agent productivity, and streamlining operations
Copilot for Service
Included with Copilot for Microsoft 365, extend the capabilities of your contact center with AI to enhance experiences and boost productivity.
Microsoft Teams & Teams Phone
Increase collaboration across service teams and work streams with intuitive and simplified communication for both internal and external connections
Power Platform
Automate processes and data flows between systems with Power Apps and Power Automate, visualize call data with Power B, deploy Virtual Agents to handle routine inquiries through self-service, and more with the Microsoft Power Platform.
Empower Data Platform
Centralize your data sources in a matter of days onto a single cloud platform – supporting more than 200 sources –where it can then be used to manifest intelligence your teams utilize to make strategic business decisions, regardless of company size or industry.
Hitachi Solutions Dynamic Scripts
Empower your agents with a click-through experience that automatically tailors scripts based on the caller and their verification results; guiding the agent through appropriate authorization processes, logging actions automatically, automating fraud alerts, and more.
Hitachi Solutions Alerts
Equip your agents with real-time critical alert tracking that seamlessly integrates with your core systems. This solution provides instant visibility of urgent alerts, guiding agents with built-in responses, automating fraud detection, and ensuring compliance. Customizable with JavaScript extensions, it streamlines operations and protects your organization from fraud.
Hitachi Solutions Status Assist
Status Assist offers a customizable interface and clear visual indicators to empower Customer Service Representatives to manage their interactions more efficiently while ensuring adherence to compliance standards.
Identity Verification
Hitachi Solutions Identity Verification makes it quick and easy for call center reps to verify customers, improve service, and save your organization money.
Identity Verification puts call reps on a clear path, giving them the required questions and steps to ensure your calls are secure, private, and cost-effective.
- Customer satisfaction: The vast majority of customers consider a company’s understanding of their individual needs as an essential part of excellent customer service. Caller identity verification enables call centers to offer personalized service.
- Fraud costs: According to a study by The Nilson Report, global card fraud losses reached $28.65 billion in 2019. Implementing robust caller identity verification can help call centers minimize these losses.
- Identity theft: Javelin Strategy & Research reports that identity fraud losses reached $56 billion in 2020. Call centers can reduce their risk by using effective caller identity verification methods.
Call Wrap Up: Power Your Contact Center with AI
Hitachi Solutions Call Wrap-Up is an AI-powered tool designed to streamline the call wrapping process for contact center agents. By providing intelligent suggestions for call categories, summaries, and next steps, agents can swiftly complete required documentation before proceeding to their next call. This solution integrates seamlessly with Dynamics, offering a native call wrap-up workflow suitable for high-volume call environments across various industries. It can be customized to initiate call capture from any record and save notes against any other record in Dynamics.
Benefits:
- Increased Efficiency: Reduces the time agents spend on post-call documentation, allowing them to handle more calls.
- Enhanced Accuracy: AI-driven suggestions ensure consistent and precise documentation.
- Seamless Integration: Works natively within Dynamics, ensuring smooth adoption and minimal disruption.
- Scalability: Ideal for industries with high call volumes, supporting growth and adaptability.
- Improved Agent Productivity: Allows agents to focus more on customer interaction and less on administrative tasks.
Related Resources
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Elevating the Contact Center Experience
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How Call Center Automation Empowers Agents & Enhances CX
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AI-driven Health Plan Customer Care Transformation with Hitachi Solutions and Microsoft
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3 Call Center KPIs You Can Improve Today
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Microsoft Dynamics 365 Contact Center Engagement
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