Create an omnichannel strategy for contact centers with Dynamics 365

Establishing an omnichannel strategy for customer service in your contact center is the premier way to increase engagement, improve customer service satisfaction (CSAT) and net promoter (NPS) scores. It’s also the best way to provide customer service. Create an omnichannel strategy for contact centers with proven solutions from Microsoft Dynamics 365.

Contact centers have experienced a tumultuous journey throughout the pandemic. The global contact center market was almost $340 billion USD in 2022, and the industry is expected to reach a value of $496 billion USD by 2027.¹

The industry’s sensitivity to corporate profit changes can impact demand and the price clients are willing to pay for services. As corporate profit rises, clients can increase their spending on telemarketing services, consequently raising industry revenue.

By creating a more cohesive agent and customer user experience via multiple touchpoints, omnichannel services reach customers where and how they best want to be in contact. They also allow the agent to interact and gather customer data in an innovative way.

Read Mazars in-depth look at why an omnichannel strategy is essential and how your contact center can implement omnichannel for customer service through Microsoft Dynamics 365.