This is second part to the blog to create your first customer Copilot for Customer Service Hub.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
In today’s fast-paced business environment, efficiency and speed are key to staying ahead. That’s why we’re excited to preview* a new feature for Model Driven applications (Canvas application support coming soon) which is designed to improve your mobile applications offline sync performance, saving valuable time and bandwidth.
Offline table column selection brings a significant enhancement to the offline capabilities of your mobile app. Now, Dynamics customers have the power to customize their offline data sync by selecting specific columns within a Dataverse table to download. This granular control means that only the most relevant data is downloaded to the offline device, reducing the overall volume of data that needs to be downloaded.
An example of how this preview feature can be used is shown with the standard Contacts table. This is a standard out of the box Dataverse table which typically includes 240 columns. By leveraging offline table column selection, you can now reduce the number of columns downloaded offline by **greater than half.
The offline table column selection feature is a testament to our commitment to providing solutions that not only meet but exceed the needs of our customers. By enabling enterprise users to tailor their offline data access, we’re empowering them to work smarter, not harder. Experience the difference today and take your field service operations to the next level.
* Offline table column selection is currently in preview only, please refer to the release plan for general availability
** Required columns may be different by organization and unique business scenarios. Be sure to review your custom business logic to ensure all columns required are selected.
The post Improve Mobile Offline performance with Offline Table Column Selection appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
Here’s how you can create your first Copilot for Customer Service Hub
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
The world is getting noisier, which makes it harder to earn customer attention. We’ve previously described the importance of hyper-personalization to break through the noise and enable customers to explore brands and products on their own terms. Regardless of whether they are consumers or business-to-business (B2B) buyers.
At Ignite 2023, we announced a unique Copilot-powered real-time web personalization solution in Dynamics 365 Customer Insights in partnership with Optimizely*. Today, we’re excited to announce the availability of this solution in preview to customers worldwide. Current Customer Insights customers can sign up now to access the public preview.
*To use Optimizely with Dynamics 365 Customer Insights you need to acquire a license for Optimizely Web Experimentation
According to recent research from Econsultancy, 93% of businesses see an uplift in conversion rates because of personalization. Yet only 6% of businesses believe they are doing it well. They face three main challenges.
First, traditional tools for personalization have limited data about your customers. It’s no longer sufficient to show content based on a customer’s browsing history, location, and other derived signals alone. The shift away from 3rd party cookies further exacerbates this problem.
Second, even the companies that have collected a wealth of data through their Customer Data Platform (CDP) often struggle to synchronize the customer identity and data between their CDP and personalization tools. This synchronization is essential for real-time personalization. It enables companies to use comprehensive customer understanding from all data sources unified in CDP to tailor experiences based on both current behavior and predicted actions.
Third, personalization is disconnected across channels due to the fragmentation of marketing and web technologies and the data silos within each tool. A customer might see one offer option on the web but get a different message in an email or through an ad on social media. With companies expanding the channels through which they engage with users, it becomes increasingly challenging to connect the dots of a customer’s journey.
Dynamics 365 Customer Insights and Optimizely* enable organizations to deliver hyper-personalized omni-channel experiences across web, social, email and offline channels without writing custom code. Marketers and web admins can seamlessly collaborate to create personalized campaigns using unified data from Customer Insights. This enables companies to:
There are even more possibilities for customer experience teams. They can, for example, use defined audiences to create ‘lookalike’ segments on social media platforms. This strategy helps them identify and engage new potential customers who share characteristics with their existing audience, expanding their reach and intensifying customer engagement efforts.
“Copilot in Customer Insights and Optimizely not only enable hyper-personalization but democratize it-any marketing or Customer experience team can now deliver such a campaign quickly and without requiring specialized skills – creating segments, journeys and content with the help of Copilot and then setting up the experiments with Optimizely’s market-leading capabilities.”
Kevin Li, VP of Product Strategy at Optimizely.
Web personalization can boost B2B sales by showing the right product to the right customer at the right time. CommScope, a leading telecommunication and wireless network company, uses web personalization to increase purchase intent for web visitors and then routes them to a seller based on their cross-channel engagement. This way, CommScope can generate higher quality leads and revenue from its website.
“Customer Insights and Optimizely enable us to personalize each customer’s experience in real-time with consistency across website and email marketing, enabling self-exploration and demand generation, while also accelerating our sales pipeline by empowering our reps to identify the highest intent leads at the right moment.“
Bob Vonderheide, Director of Customer Experience Technologies at CommScope.
This is just the beginning, and there’s much more to come. Working with early adopters, we know that our customers often rely on their marketers and developers collaborating to add scripts to their websites and mobile apps. We will facilitate this collaboration with a developer portal that gives developers tools to test and verify that the script has successfully been added and functioning as the marketer intended. To enable bespoke scenarios such as personalized e-commerce product pages, we will enable collection of custom events including data such as product details, category, and price. Finally, we will reduce noise from unwanted events through filtering based on pages, location, and other attributes. You can follow the release plans to stay updated on when these features become available.
Meanwhile, we will continue to work with customers as part of the preview to measure and optimize real-world latency and performance. We estimate general availability beyond 2024 wave 2 with the enhancements outlined above.
The post Omni-channel real-time personalization with Dynamics 365 Customer Insights and Optimizely appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
On June 4, 2024, we introduced the latest milestone in our journey towards modernizing customer engagement: Microsoft Dynamics 365 Contact Center, a Microsoft Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.
Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers. Organizations will benefit from new native capabilities such as generative AI, technology from Nuance, and much more all built from the ground-up to power mission-critical service operations with extensive scale and reliability on the hyperscale cloud platform of Azure.
Dynamics 365 Contact Center key capabilities include:
We’re thrilled to see the initial impact that our early adopter customers and partners are having with Dynamics 365 Contact Center:
“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence”
Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.
“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction”
Ian Au-Yeung, Chief Revenue Officer, Synoptek
“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.”
Ritu Thakur, Head of Group Operations, AIA Group
Available now for $110 per user/month, Dynamics 365 Contact Center includes digital and voice channels as well as individual channel options for purchase.1
Additionally, we are introducing Microsoft Dynamics 365 Customer Service Premium—a new offer combining Dynamics 365 Customer Service Enterprise with Dynamics 365 Contact Center for customers seeking to consolidate on an integrated, generative AI-powered contact center and CRM service solution that delivers personalized customer journeys. Dynamics 365 Customer Service Premium is available now for $195 per user/month.2 Customers with existing Dynamics 365 Customer Service Enterprise licenses adopting Dynamics 365 Contact Center will have the ability to move to Dynamics 365 Customer Service Premium.
Learn more about Dynamics 365 Contact Center.
1,2 Pricing is accurate as of June 2024. For additional pricing information, see here.
The post Microsoft Dynamics 365 Contact Center is now generally available appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Welcome to the Microsoft Learn Student Ambassadors Program Interview Series!
In this series, we will hear and learn from current and old Microsoft Learn Student Ambassadors about their personal experiences with the Microsoft Learn Student Ambassadors Program and why they think students should join and be a part of the program and community.
Today, I will interview Deepthi Balasubramanian, a Gold Student Ambassador from India. Who is currently a final-year student pursuing a bachelor’s degree in Computer Science and Engineering at Vellore Institute of Technology, Chennai (India). His interests lie in AI, Cloud Computing, and Software Engineering.
How did you get to know about the Microsoft Learn Student Ambassadors program?
As a freshman at my university, I joined the Microsoft Innovations Club. A senior from the club introduced me to the Microsoft Learn Student Ambassadors program, which immediately caught my interest!
When did you join the Microsoft Learn Student Ambassadors program?
I became a Microsoft Learn Student Ambassador during my sophomore year, in October 2022.
What activities have you contributed to as a student ambassador in the Microsoft Learn Student Ambassador program?
This program’s goal of empowering students to ‘be a force for good’ aligns perfectly with my goal of making technology accessible to all. It has provided me with a comprehensive platform for skill-building, community-building, and networking, which is essential for my professional growth. And also the opportunity for me to collaborate with Microsoft Most Valuable Professionals, and fellow student ambassadors,
I have organized over 16 workshops and events on technologies such as Azure AI Studio, Copilot, Responsible AI, Power Platform, and GitHub, reaching nearly 1500 students and promoting inclusivity in tech.
I have actively led two teams in Ambassadors AI project cycles, winning one cycle and placing among the top 5 teams in another. During these cycles, I developed social impact projects and presented them during demo days. Recently, I served as a Gold Ambassador judge for the AI project cycle held between March and May 2024.
As a peer mentor, I’ve guided fellow ambassadors, enhancing their program experience. The recognition and appreciation for our efforts from the Microsoft Learn Student Program have helped foster a strong sense of inclusion and value within the community. Overall, being a Microsoft Student Ambassador has been incredibly fulfilling.
Being a Microsoft Learn Student Ambassador how are you able to manage your time as a student?
I’m always drawn to opportunities that enhance my skill set, like being a Microsoft Learn Student Ambassador. With effective scheduling and prioritization of my tasks, I can manage my academic workload and allocate sufficient time toward every task or responsibility.
The Microsoft Learn Student Ambassadors program supportive environment and flexible time frames makes it possible and easy for me to navigate between the program and my studies.
What have you benefited from the Microsoft Learn Student Ambassadors program?
The Microsoft Learn Student Ambassadors program gave me an identity as a tech leader, provided me with the resources to learn and also skill learners on industry-relevant skills.
This community values every individual and offers extensive opportunities for personal development. Giving us direct mentorship from MVPs, cloud advocates, and experienced FTEs which has given me invaluable insights into the industry’s technical landscape.
Connecting with passionate students globally who share similar goals has been incredibly motivating, and the opportunity to collaborate with fellow Student Ambassadors.
Additionally, as an ambassador I enjoy access to a variety of perks, including digital and physical swag items.
What advice do you have for students and why do you think they should join the program?
The Microsoft Learn Student Ambassadors program offers extensive opportunities for learning and growth. I encourage students passionate about technology and eager to empower their peers through technology to join this vibrant community.
You can join the Microsoft Learn Student Ambassador Program by applying here
Check out the previous series
Microsoft Learn Student Ambassadors Program Interview Series Episode 1 – Microsoft Community Hub
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