e2 Agent Case Study - Professional Lawn Care Service Use Case
A technology-driven, professional lawn care provider for residential and commercial clients needed a better agent solution. With more than 40 years’ experience, resources and reputation of a national industry leader and the convenience of local experts across 200 locations in the US.
The client utilized NICE CXone contact center with a home-grown CRM with manual look ups. They decided to move to Microsoft Dynamics, however CXone’s native integration with Microsoft Dynamics did not support all native CXone channels. As a result, the client was facing spending an additional $85 per agent for Microsoft’s Omni-Channel module to support chat and email channels for CRM in addition to the $20 per month for CXone integration for voice. The client had wanted to add chat, email, and screen pops with CXone’s native channels for cohesive reporting and workforce optimization. With these objectives in mind, the client sought to integrate its CXone contact center with its existing Microsoft Dynamics CRM in order to reduce costs and increase optimization and visibility of the contact center performance while adding additional channels of interaction with clients.
Customer Dynamics understood that the organization was unsatisfied with Microsoft’s siloed approach, and suggested the deployment of e2 Omni-Channel Agent for Microsoft Dynamics that would provide an Embedded Agent experience in CRM. The client and their Microsoft Team agreed e2 Agent is the best solution and implemented it across the CXone contact center successfully deployed for the client’s sales and operations departments. Customer Dynamics utilized e2 Agent to provide a lower cost with a higher return on investment by enabling CRM integration solution CXones native channels for voice, chat and email with screen pops, click to call, activity logging with an embedded agent experience in Microsoft Dynamics CRM, which provided optimized reporting, work force optimization and a significantly higher return on investment.
e2 Omni-Channel Agent offers a convenient way for agents to manage communications across multiple channels (voice, SMS, chat and email). If you would like to see the potential savings you could see with e2 Agent, talk to one of our experts today!