Systems and processes to support every engagement
Customer interactions are becoming more complex. Sophisticated customer journeys frequently cross multiple touch points, creating data trails and new customer experience (CX) opportunities.
The importance of capturing and maintaining customer data to support more effective CX interactions is critical for most organisations.
However, over time, systems can become more siloed, isolating teams and their data. And this introduces friction into internal and external engagements. To translate your CX ambitions into reality, your engagements need to rely on an optimised integration into your existing systems and processes to simplify access to information.
Business Systems Integrations: Microsoft Dynamics
Liberty Converse is an omnichannel contact centre management solution that natively integrates with Microsoft Dynamics, one of the leading marketing CRM platforms. Together, Converse and Dynamics close the gaps between two critical customer centric data systems. Pooling customer data creates a richer, more intensive insight into customers and their needs.
- Reduced queuing and smart routing
- Improve issue resolution
- Accelerate interaction resolutions
- Queue overview
- Automated access to historical and real-time information
- Extended richness of customer records
- Enhanced ability to automate follow-up tasks
- Reduce customer data management
- Streamline interaction management and productivity
- Reduce screen jumping
- Adjust your management decision making
- Share data between business teams
Other Liberty Converse feature sheets
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