Why Customer Experience Needs to Change

Today’s customers expect fast, personalised support across voice, chat, email and messaging. Many organisations still rely on fragmented systems that slow agents and frustrate customers.

Microsoft Dynamics 365 Contact Centre as a Service (CCaaS), powered by AI Agents, Copilot and Azure Communication Services, unifies channels, empowers agents and adapts to modern work. Hitachi Solutions helps organisations unlock CCaaS to connect data, teams and AI-driven workflows for smoother, more productive service.

Our Approach: Service and Experience

Service Transformation – optimise routing, visibility and workflows for faster resolutions.

Customer Experience – design seamless, connected interactions that build trust and growth.

What we do (as part of the assessment)

• Strategic & Current State Assessment – understand goals, architecture and pain points.
• Customer Journey Mapping – identify friction across channels.
• Customer Service Rep Experience Observation – understand workflows and bottlenecks.
• AI Readiness & Data Landscape Review – evaluate data and automation opportunities.
• Success Metrics Definition – align measurable outcomes to business goals.
• Art of the Possible – show how Microsoft CCaaS and AI Agents can transform service.

Outcomes

A clear, actionable solution blueprint and roadmap with prioritised opportunities and stakeholder alignment.

What happens after the engagement?

Our "Discover and understand" engagement is step 1 of a 3-step process.

1. Discover & Understand (8–10 days) – workshops and roadmap.
2. Prove Value (2–4 weeks) – proof of concept and refined plan.
3. MVP & Rollout – convert PoC to production for measurable impact.

Ready to Get Started?

Book a 60-minute discovery session. Launch your PoC in as little as 15 business days.