An intuitive, flexible, and scalable contact centre solution is a must-have for any business in today’s experience-focused landscape, but choosing the right solution for your needs can be complex. In the finance sector, in particular, businesses need contact centre solutions that not only enhance productivity and service experiences but comply with strict data protection standards.
Microsoft Dynamics 365 Contact Center could be the perfect solution. Enhanced by cutting-edge artificial intelligence, Microsoft Dynamics 365 Contact Center optimises agent productivity, increases efficiency, and paves the way for powerful omnichannel experiences.
“In the finance sector, the ability to provide seamless, secure, and efficient customer service is paramount. Microsoft Dynamics 365 Contact Centre stands out by integrating advanced AI and omnichannel capabilities, ensuring finance teams can meet and exceed customer expectations while maintaining compliance.”
- Chris Goodwill, Symity’s Strategic Partner Manager and Solution Specialist for Contact Centres.
Plus, Microsoft Dynamics 365 Contact Centre works alongside the tools most finance teams already rely on today, from Dynamics 365 for customer relationship management, to Microsoft Teams.
Here’s how this contact centre solution introduces a new level of intelligence, security, and automation to finance sector leaders.
The Benefits of Microsoft Dynamics 365 Contact Centre for Finance
It’s no secret that customer experience is a mission-critical consideration for finance teams. Studies have even shown that banks can increase their growth rate by 27.5%, just by boosting customer experience scores by around 10%. However, there are challenges to overcome.
Customer expectations are evolving at an incredible rate, with many consumers now expecting streamlined service across every channel, faster response rates, and more personalisation.
At the same time, companies need to deliver all this while adapting to changing technology, workplace environments, and compliance requirements. Microsoft Dynamics 365 Contact Centre empowers companies with a unified platform that integrates customer data, communication channels, advanced analytics, and security settings with intelligent tools.
Here are the biggest benefits of Microsoft Dynamics 365 Contact Centre for finance teams.
1. Enhanced Omnichannel Experiences
Customers in today’s finance landscape don’t just want to communicate via voice and email, they expect teams to serve them on their preferred channels, from chat and social media to SMS. Microsoft Dynamics 365 Contact Centre connects voice, SMS, web, mobile, and email channels, and ensures you can deliver consistent customer experiences, with comprehensive access to CRM data.
Enabling access to a range of channels, and ensuring you can preserve context from one conversation to the next is crucial at a time when 78% of customers say they expect a consistent experience wherever they engage with team members.
Companies can draw insights from Dynamics 365 CRM, leverage Nuance AI insights, and combine financial data and market insights to deliver personalised engaging experiences, on every channel, increasing retention rates, customer satisfaction, and team productivity.
2. Optimised Self Service
As an AI-first solution for the contact centre, Microsoft’s platform paves the way for intuitive and powerful self-service experiences. With Dynamics’ in-built intelligent assistants and chatbots, companies can boost containment and reduce call volumes with context-aware, generative AI tools.
There’s even the opportunity to improve voice-based self-service, creating a modern conversational IVR (Interactive Voice Response) system, powered by Nuance, that can recognise caller intent, and follow complex instructions. This IVR system can instantly direct customers to the right agent when they need to escalate a call, and provide agents with 360-degree views of customers.
With end-to-end access to their data, and customisable bots, finance teams can even create virtual assistants that can deliver personalised investment recommendations, advisory services, and more. This frees agents up to focus on more productive tasks, which takes us onto our next benefit.
3. Greater Productivity for Teams
Microsoft Dynamics 365 Contact Centre is designed to fuel and enhance agent productivity, improving resolution rates, and increasing team engagement. It offers access to an intelligent Copilot solution, which can guide team members through conversations with conversation summaries, and suggested responses. Plus, it eliminates the need to jump between apps for data.
With Microsoft Dynamics 365 Contact Centre, every agent can access a holistic view of their customers, complete with CRM case data, sentiment analysis, interaction history and commonly mentioned topics. Supervisors can even gain real-time insights into ongoing sessions, and performance metrics, so they can assist agents when necessary.
Plus, with intelligent routing capabilities, you can reduce waiting times significantly. According to Symity, one insurance company that adopted Microsoft Dynamics 365 Contact Centre reduced claim processing times by 40%, just with intelligent routing.
4. Unlocking Automation
The finance sector is a fast-paced environment, and customers need quick answers to their questions, to protect their financial health. Automation plays a valuable role in boosting operational efficiency, and delivering stronger customer experiences.
With Microsoft Dynamics 365 Contact Centre, companies can automate routine tasks that would otherwise consume critical time for agents, such as appointment scheduling and data entry. Teams can gain a unified view of operations to detect emerging trends, and leverage automation to streamline workflow management. Dynamics even offers insights into agent skills, allocation, and capacity in real-time.
Chris Goodwill shared that “By leveraging AI-driven insights and automation in Microsoft Dynamics 365 Contact Centre, finance teams can significantly reduce operational costs while delivering faster, more accurate service to their clients.”
Plus, the system can integrate with your existing WFM (Work Force Management) solutions, helping you to boost resource allocation. One retail bank even boosted agent productivity and efficiency by 30% by implementing automation to handle tasks like balance inquiries and fund transfers.
5. Optimising Compliance and Security
Perhaps most important, Microsoft Dynamics 365 Contact Centre ensures finance companies can adhere to the strict regulatory requirements that govern their industry. This solution comes packed with security features that ensure compliance with various industry-specific standards, from secure data handling policies, to end-to-end encryption.
It also improves how companies manage and use their data. With this contact centre, companies can minimise dangerous data silos and work from a single source of truth with the Microsoft Dataverse, connecting all of their tools. Comprehensive logging and monitoring capabilities even allow organisations to create detailed ports of interactions and transactions for auditing purposes.
With Microsoft Dynamics 365 Contact Centre, businesses can store and process customer information effectively, building trust with clients, and mitigating security risks. What’s more, with integrated AI tools, organizations can connect Copilot to their existing data, to unlock new levels of automation for security, and intelligent reports.
Optimising Customer Experience in the Finance Sector
More than just an intuitive tool for omnichannel customer service, Microsoft Dynamics 365 Contact Centre empowers finance companies to enhance efficiency and productivity, while reducing security risks and maintaining compliance.
All forms of finance companies, from insurance organisations to retail banking brands, can accelerate resolution times, reduce operational costs, and maintain more control over their data with this platform. The key to success, of course, is the right implementation strategy.
Working with a leading Microsoft partner gives finance companies the opportunity to implement powerful contact centre solutions, configured to their specific needs. Partners can optimise Microsoft Dynamics 365 Contact Centre based on each company’s requirements, security risks, and existing technology, enhancing your return on investment.
