DXC Customer Engagement Ctr: Implementation Svcs by DXC

Dynamics 365 for Customer Engagement by DXC Technology’s own omnichannel contact center solution, based on the Microsoft Dynamics 365 Customer Service platform. Basically, DXC developed Microsoft Dynamics 365 Customer Engagement to bring all customer interaction channels together into one system. The solution supports live agents, customer self-service, chatbots, and virtual agents, providing proactive and personalized service across all channels at the same time. In this review, we’ll be taking a close look at a customer engagement dynamics solution to see how it can help with customer service challenges, what it can do, how it’s put in place, and the pros and cons of using DXC’s Dynamics 365 implementation service.

• Customer Engagement Challenges Solved by the Solution
• Overview of the DXC Customer Engagement Ctr Solution
• Key Features of the DXC Customer Engagement Ctr Solution
• Implementation Stages of the DXC Customer Engagement Ctr Solution
• Pros and Cons of Using the DXC Customer Engagement Ctr Implementation Service
• Common Use Cases for the DXC Customer Engagement Ctr Solution
• DXC Implementation Package: Pricing Model and Service Composition
• Comparison with Other Dynamics Implementation Partners
• Conclusion

Customer Engagement Challenges Solved by the Solution

Traditional call centers often can’t handle the number of requests. Market trends like the growth of e-commerce, supply chain disruptions, and consumers always wanting better service put pressure on support. Luckily, automation and artificial intelligence can help here. Dynamics 365 Customer Service is a platform that lets you use virtual assistants and chats to supplement the work of live agents. It can automate responses to typical requests, instantly notify customers about the status of their request, and prompt agents for optimal solutions based on AI. With the D365 mobile app, agents and managers can stay connected and resolve issues on the go, further improving efficiency and responsiveness. So, with Dynamics 365’s customer engagement features, a company can process requests faster, with less effort and cost.

It’s important for businesses to cut support costs without sacrificing service quality. DXC helps you save money by letting customers find the answers they need themselves through the knowledge base or portal and by making sure it meets SLA compliance through automated monitoring.

Overview of the DXC Customer Engagement Ctr Solution

The DXC Customer Engagement Center is a set of services that help you to set up an omnichannel contact center using Dynamics 365 Customer Service and Power Platform. The idea is to give companies one architecture that connects all the customer touchpoints and internal systems of the organization. The result is a full picture of customer data and a smooth transition between departments, from sales and marketing to finance, logistics, and e-commerce.

Using Microsoft’s best practices and in-house expertise, the partner’s goal is to implement changes that will help the business grow, such as new service models and intelligent process automation. Microsoft Dynamics 365 Customer Engagement from DXC is all about getting things done faster with customers, making the experience personalized, and setting the stage for modern tech.

Key Features of the DXC Customer Engagement Ctr Solution

So, let’s have a look at the main things DXC Dynamics 365 Customer Engagement features can do when it comes to implementing Microsoft Dynamics 365 Customer Engagement and delivering top-tier customer service.

• Omnichannel. The solution supports all the popular communication channels: phone calls, email, web chat, and messengers. All channels are joined up into one agent interface, meaning support specialists can work efficiently no matter how the customer contacts them. The platform makes sure that requests are handled in the same way every time and that communication stays consistent when you switch between channels.
• Self-Service and Virtual Agents. DXC is rolling out self-service options for customers, like portals with knowledge bases, FAQs you can interact with, and chat/voice bots based on Power Virtual Agents. Features like this mean you can automate answering typical questions and free up live operators to deal with more complex queries. Virtual assistants are on hand 24/7 to respond straightaway to requests, making services more efficient.

• Personalization and intelligent prompts. Integration with AI services. The system recommends problem-solving steps or related products based on customer profile and history. In addition, by collecting feedback through Customer Voice and Power BI analytics, the company gains insights for continuous service improvement.
• Single database and back office integration. The best thing about it is that you get a full picture of customer data. The DXC solution brings CRM data together with ERP and other enterprise systems. For example, you can link order, invoice, and inventory info from the ERP with customer queries using Business Central. This means that a support employee can see all the info they need in one window, like previous cases and purchases, order statuses, and payments.

Implementation Stages of the DXC Customer Engagement Ctr Solution

Implementing the Microsoft Dynamics 365 Customer Engagement plan through DXC follows a structured and proven approach designed for long-term success.

The implementation phase is really important. Here, the DXC team gets Dynamics 365 set up according to the design, creating the necessary entities and fields, configuring omnichannel queues, implementing chatbots, configuring request routing rules and SLAs, and developing custom components. Data migration and integration scenarios at the same time. The team tests the system regularly to make sure it works right with the expected number of people using it at the same time.

Then, once the tech side of things is sorted, it’s on to testing and training. DXC, along with the customer’s main users, does User Acceptance Testing (UAT). This is a kind of test to make sure the solution meets the business’ needs. Any problems that are identified are then fixed. At the same time, staff are trained on how to work in the new omnichannel interface for the agent, how to use the new knowledge base, how to track metrics in real time, etc. DXC normally provides training materials and live training sessions for the customer’s employees.

And finally, it’s time for the Go-Live phase. The system has been moved to a live environment, and all customer requests are now being handled through the new Customer Engagement Center. As part of the service package, there’s usually a short period of support provided after implementation so the customer can smoothly transition to self-service or further support under a separate contract.

Pros and Cons of Using the DXC Customer Engagement Ctr Implementation Service

Using DXC Customer Engagement Center as an implementation service for the Microsoft Dynamics 365 Customer Engagement solution provides a number of tangible benefits:

• Expertise and best practices. DXC is one of the top dogs when it comes to Microsoft Dynamics partners, with a ton of global experience and skills under their belt. Forrester says that DXC has “a strong combination of consulting expertise in transformation and deep Dynamics 365 knowledge.”
• A complete turn-key solution. DXC doesn’t just deliver technology, it provides a full package of services, from assessing your readiness to helping you launch. The customer doesn’t need to coordinate the work of several vendors: DXC can help you with consulting, technical implementation, integration, and user training.

• Deep integration with the Microsoft ecosystem. As an official major partner, DXC makes it easy to connect the solution to other Microsoft products. It’s got full Microsoft Dynamics 365 customer engagement integration with Office 365, Power BI for reporting, and Azure for advanced features.
• Customization and scalability. DXC’s service isn’t set in stone. We develop a custom solution for each client, taking into account the industry and business specifics. This may include Dynamics 365 Business Central integration with customer engagement to unify CRM and ERP processes. Only the necessary modules and channels can be implemented, and special business processes can be taken into account.

But, as with everything, there are some potential downsides and risks to using DXC’s services:

• Cost. It’s not cheap to get a global integrator involved. The actual cost of the project depends on how much work it is and how complex the requirements are. As a big consultancy, DXC’s services tend to be pricier than what you’d get from a small local partner or even a full-time team. For a medium-sized business, the budget for such a project may be a bit too high.
• Long Project Cycle. Setting up a complex omnichannel center is a big project that can take months. If a company needs to see quick results, hiring a large integrator might not be the best idea. They can take a while to approve, plan, and test.
• Vendor Dependency. When a solution is built on DXC’s unique expertise, customers feel a certain attachment to that partner. If we have to change contractors for system support or development, the new partner will have to understand DXC customizations. It’s not a closed proprietary product, as it’s based on Dynamics 365, but you can make some customizations and integrations using DXC’s specific approach.
• Standardization vs. Individualization. While DXC will customize the solution for the client, a large integrator might have generic industry templates. Sometimes this is a good thing, because it means the implementation is faster. But sometimes DXC’s strict company rules can clash with what the customer wants.

Common Use Cases for the DXC Customer Engagement Ctr Solution

The DXC Customer Engagement Center is perfect for businesses that need a modern way to manage customer relationships in complicated situations. Here are a few common scenarios where this solution is worth its salt:

• Modernizing an outdated contact center. If your company has an existing call center that can’t handle the load, you can implement a Dynamics 365-based DXC solution to make the leap to digital omnichannel service.
• CRM and ERP integration for a 360° view of the customer. If your company has customer engagement data spread between the front office and back office, then it’s worth thinking about combining your CRM and accounting systems. For example, a manufacturing or distribution company can implement Microsoft Dynamics 365 Customer Engagement together with ERP integration. The DXC Customer Engagement Center lets you link service processes with data on orders, payments, shipments, and so on.
• Strict quality and control requirements for interactions. In industries with lots of rules, it’s not just about serving customers but also keeping track of every interaction and checking the quality of communication. The DXC solution has got you covered with tools like built-in scripts for operators, automatic call recording, speech analysis to identify unwanted phrases, and compliance monitoring.

DXC Implementation Package: Pricing Model and Service Composition

On Microsoft AppSource, the DXC Customer Engagement Center: Implementation Services offer is listed with a nominal price of $1, which actually means that the cost is calculated individually for each customer. In other words, there is no fixed price “per package” – the project budget depends on the scale of implementation, complexity of requirements, and scope of work. DXC usually conducts a preliminary assessment based on the customer’s data and then offers a quote with a breakdown of phases and labor costs.

A standard implementation package from DXC typically includes the following components:

• Survey and planning: look at requirements, and make a plan for how to implement them.
• Dynamics 365 licensing: advice on the licenses you need.
• Customization and development: So, the main part of the project is basically setting up Dynamics 365 Customer Service modules, installing Omnichannel for Customer Service, setting up communication channels, and creating custom elements like forms, processes, and integrations.
• Introduction of intelligent functions: setting up chatbots, integration with AI services, and building analytical dashboards in Power BI.
• Integration with external systems: connection to ERP, to websites, and to third-party services. DXC develops the necessary connectors or uses existing APIs.
• Testing: comprehensive testing of the solution’s performance, joint UAT with the customer’s team.
• User Training: Conducting training for different roles (support agents, supervisors, system administrators) and preparing instructions.
• Launch and post-project support: deployment of the solution in a live environment, monitoring during the stabilization period, fixing detected problems, and consulting customer administrators.
• Documentation: providing a complete set of documentation on the implemented solution: technical architecture, user manuals, and descriptions of customizations and integrations. This is important for further support of the system.

Comparison with Other Dynamics Implementation Partners

The market for Microsoft Dynamics 365 Customer Engagement implementation services is highly saturated. DXC Technology is by no means the only player, and customers have a choice among different types of partners.

• Avanade is Microsoft’s biggest strategic partner and is all about Dynamics 365 Customer Engagement solutions. The company’s got a proven RapidStart methodology and proprietary accelerators to get projects off to a fast start. We’ve got a solid global network of pros who can provide support for implementation and follow-up across a bunch of different industries. Avanade uses Azure and Power Platform in the best way possible to improve CRM.
• Hitachi Solutions is one of Microsoft’s top partners for Dynamics 365, and it’s got loads of Industry Patterns (IP) for retail, manufacturing, and finance. The company has its own Enterprise Managed Services framework platform that makes maintenance easier and helps to scale projects. Hitachi Solutions is all about making CRM work really well with ERP and IoT solutions, and they use Azure to make it happen. Customers like how flexible and reliable it is.
• KPMG is a global professional services network where Microsoft Dynamics 365 implementation is part of the Technology Advisory business. The company has a lot of know-how in audit, risk management, and IT consulting, which is a real asset for big regulated industries. KPMG can help you with technical CRM implementation and support for business process transformation programs. With its global structure and strong brand, KPMG can lead projects that cover everything, including organizational change and risk management.

Conclusion

DXC Customer Engagement Center: Implementation Services is a great option for companies that want to get more involved with their customers and stands out among Dynamics Customer Engagement apps for its comprehensive capabilities. The solution closes key customer engagement calls, unifies different communication channels, accelerates call handling through automation, and provides personalized service based on a complete customer profile and analytics. It’s built on Microsoft Dynamics 365 Customer Service, and it integrates with other enterprise systems and can scale up as your business grows.

To sum up, this customer engagement dynamics solution review demonstrates that DXC Customer Engagement Center is a modern and flexible way of implementing omnichannel customer service. In any customer engagement solution review, it stands out for its robust performance and scalability. It gives businesses the tools to improve customer support and loyalty, and when used right, it pays for itself through increased efficiency and customer retention. If your company wants to be a leader in customer experience, you should definitely think about this as a top priority.

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