One of SearchUnify’s customers, a leading U.S.-based IT services company, needed to scale their support efforts by streamlining communications and process flows across its call centers. Leveraging Microsoft Dynamics 365 for its support org., the company wanted to elevate support outcomes and enable support agents to use enterprise content more effectively to better serve its customers.

By integrating SearchUnify with their Dynamics 365 Customer Service solution, agents could seamlessly access case resolving information across enterprise content sources within their Dynamics console, which enabled the company to reduce average time-to-resolution by 62 percent and increase agent productivity by 15 percent. Download the full case study to learn more!

Key Takeaways

• Role of a unified cognitive platform in enabling unified access to enterprise content
• Role of AI-powered relevance in personalizing customer service interactions
• How deep insights into customer journey can help support agents boost FCR and CSAT