Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024
Measuring successful service engagement solely on customer issue resolution is no longer good enough. Today, it's a business imperative to deliver personalized, fast service experiences at every touch point and through every engagement channel. The most effective way to achieve this is to build long-term customer loyalty and transform operations with modern, AI-enhanced capabilities across all service processes and interactions. Microsoft is continuously enhancing Microsoft Dynamics 365 Customer service to empower customers to differentiate service organizations, and Forrester Research has noticed and designated Microsoft a Leader in "The Forrester Wave™: Customer Service Solutions, Q1 2024." This blog post highlights the significance of this distinction. Read the blog post and contact us to learn how COR Concepts can help you differentiate your organization's service operations with AI.
What recognition has Microsoft received in customer service solutions?
Microsoft has been recognized as a Leader in The Forrester Wave™: Customer Service Solutions for Q1 2024, achieving top scores in business intelligence, process management, and collaboration criteria.
How does Dynamics 365 Customer Service enhance agent productivity?
Dynamics 365 Customer Service enhances agent productivity by providing AI-powered tools like Microsoft Copilot, which assists agents in resolving customer issues faster by automating mundane tasks and enabling them to access relevant information quickly. A study found that agents using Copilot experienced a 22% reduction in time to close cases.
What principles guide Microsoft's approach to AI in customer service?
Microsoft's approach to AI in customer service is guided by principles such as fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability, ensuring that AI is developed and deployed responsibly to positively impact society.
Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024
published by COR Concepts
COR Concepts provides Information Governance, Records Management and Enterprise Content Management (ECM) consulting and training services. The company is built on the belief that any Information, Records or Document Management initiative should be designed to extract the maximum business benefit for the organization.
We bring together Compliance, Risk Management and Operational information requirements in a way that delivers benefits to each one of these diverse business units. Our approach is to use an array of industry standards and best practice methodologies to ensure that each implementation will stand the test of time.
We see information governance and records management as an integral part of any Enterprise Content Management implementation and focus on building a solid platform including a records management policy, records management procedures, file plans and a solid change management infrastructure. Building and implementing governance structures is becoming essential for success and we design structures to ensure that all governance aspects are included.
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