DynamicsMinds 2025

26/05/2025, Grand Hotel Bernardin
Portorož, Slovenia

Next level Customer Service with IVR: Simpler than you think!

WHAT: In this session, I will demonstrate how to set up an Interactive Voice Response (IVR) solution linked to Dynamics Contact Center. The session will cover the entire process, from initial setup to advanced features, including awareness of operating hours and managing multiple hotlines. Attendees will learn how to configure the system to recognize callers, support voice inputs and keypad entries, respond to queries, escalate to agents if needed, and handle callbacks with SMS summaries if the customer doesn't pick up. WHY: Customer service is a critical aspect of any business, and an efficient IVR system can significantly enhance customer satisfaction by providing quick and accurate responses to their queries. By simplifying the setup process and showcasing the integration with Dynamics Contact Center, I aim to show how businesses can improve their customer service operations without the need for extensive technical expertise. This session will highlight the ease and effectiveness of implementing an IVR solution, making it accessible to a broader audience. HOW: The session will be delivered through a combination of live demonstrations and practical examples. I will walk the audience through the setup process step-by-step, using real-world scenarios to illustrate the benefits and functionalities of the IVR system. Attendees will have the opportunity to see the system in action, ask questions, and gain hands-on experience with the tools and techniques discussed. TAKEAWAYS: By the end of this session, attendees will: Understand the key features and benefits of an IVR system linked to Dynamics Contact Center. Learn how to set up and configure an IVR solution, including handling multiple hotlines and operating hours. Gain insights into recognizing callers, supporting voice inputs and keypad entries, and leveraging GenAI to respond to queries. Know how to escalate calls to agents.