Connected customer service experience
Discover a flexible approach to creating frictionless experiences.
Customer expectations are higher than ever. Meet those expectations with seamless service experiences for customers, citizens and agents, powered by Microsoft Dynamics 365.
Meet the expectations challenge
Customer and employee expectations are higher than ever, and providing a seamless experience for customers, citizens and agents is considered a foundational requirement for organizations. People want, and these days expect, to engage where and how they want, in a safe and fast way, with information that is relevant specifically to them. They want that personal interaction to be consistent, whether it starts on a website, in a chat or on the phone.
Service agents are critical to this experience, but agent retention is another ongoing issue. Connected systems, with AI-enabled assistance, can provide agents with a unified customer profile and informed suggestions to make servicing end customers easier.
If your organization is struggling to balance customer expectations and satisfaction while simultaneously reducing the cost to serve and mitigating risk, you may be asking questions like these:
- Can our digital contact center integrate with existing systems, thereby maximizing the investment already in place?
- How can our agents be empowered with the tools and information they need so they can do more for the customer, at a higher level and still be efficient?
- What’s the role that AI should or could play in these considerations?
Customer Experience Accelerator
Supported by Microsoft Digital Contact Center, the EY Customer Experience Accelerator infuses EY industry-leading practices and templates into processes, smart assistants, a data model and more.
- Unify all interactions, digital and personal
- Access AI-infused assistance and suggestions
- Integrate with existing systems
The Digital Imperative in Customer Services
How technology is transforming customer and employee experience to drive business growth.
The EY Customer Experience Accelerator Personalization Engine
Learn how you can lower costs while improving customer experience across all channels; delivered as-a-service.
Since the dawn of the contact center, there's never been a technology revolution like this before.
Jonathan Kazemaini
Executive Director, Microsoft Business Applications for Customer Experiences, EY US
