eGain for Microsoft Dynamics CRM
What is it?
This connector adds award-winning digital customer engagement and AI knowledge capabilities to Microsoft Dynamics 365™ CRM.
Highlights
- Contact center agents are able to quickly resolve a broad range of customer queries using eGain’s AI Knowledge by clicking the Solve Button™ from within the Microsoft Unified Service Desktop™ in Microsoft Dynamics 365 CRM. Knowledge article used for resolution is associated with the case record in Microsoft Dynamics
- The same knowledge guidance, powered by AI, ML, and personalized content can be deployed for both agents and customer self-service
- Digital interactions with eGain can be recorded back into the conversational history, stored in Microsoft Dynamics CRM for a 360-degree customer view
Benefits
- Up to 37% improvement in FCR
- Up to 30-point improvement in NPS
- Up to 50% reduction in agent training time
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