Application Refactoring · Customer Service Automation · Risk Management
Alex Nagle, Customer Services Director, VIVID Coming out of the pandemic, VIVID knew it needed to upgrade its legacy systems to modern cloud-based solutions.
Reported impact
They enhanced their contact centre with the Microsoft Digital Contact Centre platform, integrating skill-based routing, IVR, chatbots, and Copilot.
VIVID built its Microsoft solution to improve customer-service and conversational-support workflows. Alex Nagle, Customer Services Director, VIVID Coming out of the pandemic, VIVID knew it needed to upgrade its legacy systems to modern cloud-based solutions. Key components included Microsoft Copilot Studio coordinated workflows, prompts, or deployment, and Dynamics 365 Customer Service delivered dashboards, apps, or copilots to users. Requests and business records enter Dynamics 365 Customer Service, where Microsoft Copilot Studio assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer. The stack stayed governed and extensible on Microsoft. They enhanced their contact centre with the Microsoft Digital Contact Centre platform, integrating skill-based routing, IVR, chatbots, and Copilot.
Requests and business records enter Dynamics 365 Customer Service, where Microsoft Copilot Studio assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer.
Alex Nagle, Customer Services Director, VIVID Coming out of the pandemic, VIVID knew it needed to upgrade its legacy systems to modern cloud-based solutions.
Average speed to answer has been cut from six minutes to 50 seconds.
Taking a "Microsoft first" approach "We knew we wanted to implement Dynamics 365 Customer Service ," states Fiona Harris.
The foundation of the new solution is Microsoft Dynamics 365, including Dynamics 365 Customer Service, Dynamics 365 Contact Centre, and Dynamics 365 Field Service.
They enhanced their contact centre with the Microsoft Digital Contact Centre platform, integrating skill-based routing, IVR, chatbots, and Copilot.
VIVID created a comprehensive knowledge base of articles in SharePoint which can be interrogated using a customised chatbot built with Microsoft Copilot Studio Since its launch, knowledge articles have been viewed more than 500,000 times, supporting digital self-service and contributing to reduced voice traffic volumes.
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