Customer Contact Crisis Solution

Redspire and Microsoft have mobilised quickly in response to the global health crisis to ensure
business continuity and operational resilience during unprecedented demand.

How to implement a rapid, tactical solution to the Covid-19 contact centre and operations crisis in days and be positioned to overcome evolving challenges ahead.

Customer Crisis Support Solution

This short Redspire demo showcases how businesses can quickly implement a tactical solution in response to the COVID-19 customer service operations crisis in just a few days an be positioned to overcome the evolving challenges ahead with the Microsoft technologies.

Dynamics 365 Customer Sevice
Power Virtual Agent
Power Apps Service Portals
Omnichallen for Customer Service

Demo 1 – Power Virtual Agent

Improve capacity and resolve low touch enquires with call deflection. Power Virtual Agent is connect to knowledge bases, FAQs and web content decision trees to resolve customer queries without the need for live agent intervention. Smart agents can move cases along the user journey, connecting to live agents or portal capability for further action with a lighter touch.

Demo 2 – Power Virtual Agent to escalation live chat assist

Provide agents with omnichannel engagement tools that allow them to work securely and remotely from home or other disparate locations. Constantly learning virtual agents field low touch enquires and escalate to live chat assist where required. These smart virtual agents can move cases along the user journey, connecting to live agents or portal capability for further action with a lighter touch. In this example we highlight the process for case resolution for urgent queries that the VA cannot resolve.

Demo 3 – Power Virtual Agent – Case Creation and Customer Portal Access

Improve live agent capacity and resolve low touch enquires with offline case resolution. Dynamics 365 and Power Apps Portal allows customer to log and escalate non-urgent cases via automated workflows and virtual agents. Customer agents can queue and resolve issues in line with their capacity and urgency, without the customers ever having to connect with a live agent. Connected to the Common Data Service, customer data can be validated without waiting for human interaction.

We can help

In these unprecedented times, Redspire can support you with operational crisis and help you overcome the evolving challenges that may be ahead. If you have any questions on our Customer Crisis Support resources or would like any guidance on next steps, talk to us today.

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