See the Latest CRM/Dynamics 365 Omnichannel Solution 17 th April, 2018
Agenda Welcome and Introductions What s Trending? Live Assist for Dynamics 365 Demo Use Cases Getting Started Q&A 2
Bring enterprise employees, teams and customers closer together through frictionless digital engagement. A Microsoft strategic partner, CaféX extends and enhances the power of CRM with Live Assist for Microsoft Dynamics 365, offering omnichannel capabilities such as chatbot, chat, co-browse, and video all in a single pane of glass and seamlessly integrated throughout the enterprise. 3
TRENDS Doubled Sou Delivering omnichannel interactions as a top contact center priority Source: Aberdeen Omnichannel Customer Care: How to Deliver Context-Driven Experiences, 2017
TRENDS 83% customer retention rate for companies with best in class omnichannel customer engagement implementation vs. 53% for all others Source: Aberdeen Omnichannel Customer Care: How to Deliver Context-Driven Experiences, 2017
TRENDS 47% of consumers would buy items from a chatbot Source: Hubspot Global AI Research, 2016 Sources: 1 [Infographic]: How Chatbots Will Transform The Customer Experience 2 Survey from DigitasLBi
When Users Need Help from a Live Person PROBLEMS 1. High friction experience Users either can t use channel of choice or no-channel continuity Users have to install special software to collaborate with brand 3. Disconnected journey Context is not correlated / lost Users must repeat details No visibility within CRM 2. Communication Siloes No single pane of glass for Agents 7 2016 CaféX Communications www.cafex.com info@cafex.com
Omnichannel Solution Co-Developed with Microsoft Single Stack Offering for all current and future omnichannel needs across mobile and desktop - chat, co-browse, voice, video, chatbot Live Chat Co-Browse Bot Voice Video Right Within Dynamics 365 Customer & User Experience Committed Joint Roadmap across Dynamic 365 releases Immersive Experience across customer and user experiences 8
New Omnichannel Capabilities Extend the Power of Dynamics 365 Reduce customer effort and personalize engagement with chat to voice/video escalation Resolve problems faster at lower cost with co-browse only Accelerate Sales with omnichannel for D365 Sales Workload Automate customer engagement and improve agent efficiency via new bot integration capabilities Customize offers and increase sales using transcript API Meet compliance and security with PCI Data Masking New Deeper Integration with Dynamics 365 Automates Customer Engagement, Accelerates Sales and Reduces Customer Effort 9
Voice/Video Escalation 10
Escalate to Voice/Video Interaction 32% of Customers Used Video Chat for Customer Service * Escalate to voice or video to help solve the issue faster and reduce customer effort Deepen the customer relationship and increase revenue One or two-way video control for visitors with full screen view Agent experience supported on Web and USD interfaces for Dynamics 365 Available on Desktop Web and Mobile Web. Mobile SDK is planned. * Forrester: Visual Engagement Drives Relationships and Revenue for Customer Service, May 2017 11
Co-Browse 12
Consistent Co-browse Experience Across Platforms Agent view Customer view Agent and visitor share the same view of ios, Android apps or web page Sensitive information can be masked from agent view Agents can push files, fill out forms remotely and annotate Can accompany PSTN call or web chat 13
Dynamics 365 for Sales 14
Accelerate Sales with Omnichannel for Dynamics 365 for Sales Sales and Service Teams can create / edit leads or opportunities and associate with chat history and activate sales workflow Enterprise CRM Users Engage buyers with relevant and timely offers with access to the same, unified customer profile More than SALES & Service New UI enables D365 users to interact with custom entities 15
Customize Workflows with Flexible User Interface Dynamics 365 is the Single Source of Truth for CRM Users One click access to Dynamics 365 Records and Search Sales Workload: Create or Edit Opportunities / Leads Receive unauthenticated chat Discuss initial requirements Collect personal data. Search leads and Contacts. No Results. Create new lead and associate to chat Chat finishes, workflow assigns lead to sales rep to follow up Customizable: Create any entity type including custom entities and associate to the Chat Activity automatically Activate different workflows to engage with customers to match business needs Dedicated to context collected by Live Assist for Dynamics 365 16
Bots 17
Bot as a Task Based Assistant Human Agent is engaged with customer via Chat Agent needs a task to be completed that will take some time. i.e. collect customer information 2) Complete 3) Transfer Task 4) 1) Continue Transfer Chat Agent can transfer chat to a bot to fulfil task, freeing up the human agent for other more complex work Once bot has completed task, chat is transferred back to Human Agent to continue chat conversation. 18
Transcript API & PCI Data Masking 19
Customize Offers, Accelerate Sales and Meet Compliance New Transfer API Extract transcript from Live Assist servers Store or archive locally complying to corporate data retention policies Run data through analytics/ai for improved customer engagement PCI Data Masking Transcript PCI string masking to help customers meet compliance and security Submit support request with example of the strings to mask Meet compliance standards (PCI, PII, etc) 20
Demo 21
Use Cases 22
Applicability Across Verticals! Finance Insurance Healthcare Field Services HR Retail Government... 23 2017 CaféX Communications www.cafex.com info@cafex.com
Retail Use Case: Bot as a Task-Assistant 1 Customer CHAT LIVE! Mobile Web Pre-chat surveys 37 languages 2 Agent 3 Chatbot Hi, I m Thomas. How may I help you? I am looking for a printer cartridge refill for an EX-90. Sure. I will transfer you to my assistant to create an account for you. Bring your own bot Hi, what is your name? Hi John. What is your birth date? And email? Thank you. I will now transfer you back to Thomas to complete the transaction. John Doe 11/04/1971 jd@gmail.com Access to chat context / transcript Seamless escalation Immersive experience in D365 Improve agent efficiency and automate customer engagement Improve agent satisfaction Write applications to improve business efficiency and customer satisfaction 24
Mobile Use Case: In-app Chat & Cobrowse Support 1 Live Chat in Mobile App 2 Escalate to On-Screen Assistance Resolve issues faster Mobile SDK for ios and Android Remote app view Co-navigation File share Annotation Spotlight Form fill Masking Provide guided visual help Increase first contact resolution Help customers adopt self-service Raise CSAT through personalized support 25
Live Assist for Dynamics 365 - Summary Purpose built specifically for Dynamics 365 Only omnichannel solution codeveloped with and endorsed by Microsoft Joint roadmap with Microsoft, including bots, voice & video and more Ease of deployment & out-of-box integration with Dynamics 365 26
Getting Started Assess Your Customer Engagement Strategy Would you like more efficient support or sell more via chat, co-browse, voice or video escalation and bot integration? Contact us for a Demo Go to: https://www.liveassistfor365.com/en/contact-us/ Consider a 30-day trial via Microsoft AppSource (www.appsource.com, search for Live Assist ) Implement omnichannel capabilities Chat, co-browse, bots, voice & video escalation Get started with chat and co-browse on your website integrated with D365 Set up engagement campaigns to drive upsell and cross-sell (wizard comes with solution) 27 2017 CaféX Communications www.cafex.com info@cafex.com
Q & A Contact CaféX msliveassistsales@cafex.com 28
Thank You 29