Despite the digital age's demand for effortless, secure, and consistent experiences across channels, many contact centers still rely on outdated systems. These obsolete technologies bring about a slew of challenges, such as disconnected systems, a limited view of customer journeys, high professional service costs, and complex operations.

Sonata, with its track record of providing world-class CX solutions to global businesses, will leverage its Sonata IntelliKontact (built around Microsoft’s Customer Experience Platform) to help contact center companies modernize and build an integrated Digital Contact Centre system that:

Enables omnichannel engagement and intelligent self service

Personalizes and safeguards customer interactions

Improves agent productivity and modernizes case management

Increases customer acquisition and revenue

Despite the digital age's demand for effortless, secure, and consistent experiences across channels, many contact centers still rely on outdated systems. These obsolete technologies bring about a slew of challenges, such as disconnected systems, a limited view of customer journeys, high professional service costs, and complex operations.

Sonata, with its track record of providing world-class CX solutions to global businesses, will leverage its Sonata IntelliKontact (built around Microsoft’s Customer Experience Platform) to help contact center companies modernize and build an integrated Digital Contact Centre system that:

Enables omnichannel engagement and intelligent self service
Personalizes and safeguards customer interactions
Improves agent productivity and modernizes case management
Increases customer acquisition and revenue

Drives IT infrastructure simplicity , flexibility and innovation

Enterprises that want to modernize their legacy applications or wishes to build digital platforms or wishes to take advantage of the incremental value adds that the solution offers, can take advantage of it.

The Solution is built on Dynamics 365 + Nuance + Power Platform + Microosft Teams + Azure

We leverage our PlatformationTM approach to provide templatized solutions based on industry specific use cases to deliver a global and consistent customer experience across. With our AI, Data and Automation assisted solutions we help to drive intelligence in operations, experience and compliance.

Full Implementation

Full Implementation would encompass implementation of the different solution components
Can be supersized with D365 CE Sales, Marketing and Field Service Modules
Templatized based on industry-specific Use cases
Aided by Generative AI capabilities, CoPilot and Bot functionalities is crafted to empower Contact Centers to enhance customer interactions and drive exceptional results Integration with Voice of Customer to capture Aspects of Service through automated Surveys

OPTIONS AVAILABLE

Modernization – OP2OL
Digitization – For Customers who are already on cloud version of CRM i.e., D365 CE

TARGET SEGMENTS

Customers who are on Microsoft stack

Surround Strategy

Implementation would encompass implementation of selected solution components

OOB Connectors available makes it easy for the Customers who are using an already existing System

900+ Connectors available as on date for connecting a wide array of 3rd Party Systems

Gen AI capabilities and Bot functionalities can be used

Industry specific templatized approach

Enables the Customers to take advantage of the incremental functionalities that are not present in their current setup

SFDC Customers may take advantage of the Conversational AI/Collaboration through Teams feature provided in the System

Genesys Customers may take the advantage of the Case Management functionality not available therein.

OPTIONS AVAILABLE
Digitization – Expanding the existing functionalities in order to provide a seamless experience
TARGET SEGMENTS
Customers who are not on Microsoft stack

Component Strategy
Subset of the Surround Strategy

Encompasses implementation of the Conversational and Gen AI features
Templatized based on Industry specific Use cases for Nuance
Connectors available for connecting to a wide array of Contact Centre Enterprises

OPTIONS AVAILABLE
Digitization – Expanding the existing functionalities in order to provide a seamless experience

TARGET SEGMENTS
Customers who are on Non-Microsoft Stack
.

Dynamics 365 Customer Service

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