Run your call centre remotely with The Omni-channel Engagement Hub for Microsoft Dynamics 365

Join us to find out how you can create a virtual contact centre by making your call centre staff remote agents using The Omni-channel Engagement Hub for Microsoft Dynamics 365.
In the current climate, businesses everywhere are reviewing operations to minimise risk to staff. This means more and more people are working remotely, which of course has a big impact on the traditional call centre. This is where the Omni-channel Engagement Hub comes into its own, as it can help you to create a virtual contact centre by making your call centre staff remote agents.

What it is and how it works
The Omni-channel Engagement Hub for Microsoft Dynamics 365 is a cloud-based service that extends the power of Microsoft Dynamics 365 for Customer Service to enable customers to instantly connect and engage with their customers via newly introduced channels: live chat and SMS.
The intuitive, cloud-based platform can help call centre agents to work from home as its easy-to-use interface means that agents can work with minimum training and supervision – with the information they need to manage the call at their fingertips.
In this webinar we will demonstrate how the Omni-channel Hub can be used to reduce call handling and wrap-up times, as well as improve the experience of both customers and agents.

The webinar will cover:
• Introduction to the Omni-channel Engagement Hub for Microsoft Dynamics 365
• A demo of the Omni-channel Engagement Hub, including:
o Power Virtual Agent Integration – a configurable chat-bot to help users quickly find the information they need, without the need to speak to an agent
o Agent Scripts – providing guidance so call centre agents can route callers based upon the information in the chat, improving productivity
o Sentiment Analysis – allowing agents to tailor their responses based on the customer’s messages, thereby improving customer satisfaction
o Smart Assist – improving productivity by providing guidance to the call centre agent as they are engaging with the customer

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