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Employee experience

One screen with full customer history, and every channel and interaction visible the moment the customer connects.
The agent focuses on the customer, instead of switching between tools.

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Get your people focused on customers

Agents in fragmented environments often switch between three or four systems to handle a single interaction. Employee experience from Altron Digital Business gives every agent one screen with full context from the moment a customer connects. Identity verification, case history, and knowledge base recommendations surface automatically.

There's no switching between platforms, no manual data copying and no asking customers to repeat an issue they've already explained twice. This means the agent focuses on the customer, the team leader has real-time visibility of every queue and the manager makes decisions based on data.

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Average handle time, down from 22 minutes
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Reduction in missed routes
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Increase in first-contact resolution

How the agent experience is built

 

The agent workspace is built within Microsoft Dynamics 365 Customer Service, configured to surface everything an agent needs the moment a customer connects. A screen pop brings up the customer's full case history, verified identity, and open cases at the point of contact, regardless of which channel the customer is coming from.

Knowledge base articles can be surfaced automatically based on the case context. Case summaries auto-generate on transfer, while Copilot can draft email responses in your organisation's brand voice. Agents stay in one system for the entire interaction: creation, handling, resolution and logging all happen in D365.

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Agent workspace Single screen

What the agent sees

Everything an agent needs surfaces the moment a customer connects, on any channel, without leaving Dynamics 365.

  • Screen pop with verified identity, case history and open cases
  • Knowledge base articles surfaced automatically based on case context
  • Case summaries auto-generated on transfer
  • Activity logged automatically, from creation to resolution

Channels unified

Voice Email Chat WhatsApp
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Delivery Phased approach

How we get you there

We build and validate each layer of the agent experience before moving to the next, so go-live is never a leap of faith.

  • Each layer built and validated before the next
  • Defined outcomes for every phase
  • Each phase approved independently
  • Your team sees the improvement at each step

Built on

Dynamics 365 Customer Service Genesys Cloud Microsoft Copilot

Built on Microsoft Dynamics 365

 

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Genesys-logo
Partner Microsoft

Dynamics 365 Customer Service

The agent workspace where all customer history, case management, knowledge base, and Copilot capabilities are delivered from a single screen.

Agent Workspace
Partner Genesys

Genesys Cloud

The contact centre platform that routes interactions to agents and integrates with D365 to deliver the screen pop and unified channel experience.

Contact centre

Where this has already worked

employees-computer-night-finance-chart-planning-screen-data-analytics-business-people-brainstorming-teamwork-graphs-sale-profit-statistics-investment-revenue (1) Case study
Retail Employee experience

Massmart: implementation of an innovative on-site IT support solution

50% Reduction in IT escalations
1500 Customer incidents closed per month
Find out more

Access controls designed around your people

Role-based access controls ensure every agent, team leader, and manager sees only what their role requires. Agents see their assigned cases and the customer history relevant to the current interaction. Team leaders see their queue and their team's performance.
Automated audit trails within D365 capture every action, giving your compliance team a complete record without anyone compiling it manually.

Related capabilities

Related capability Customer experience reinvention

Digital CX and omnichannel

The unified channel foundation that brings every customer interaction into the single agent workspace.

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Related capability Customer experience reinvention

Contact centre and CRM integration

The Genesys and D365 integration that delivers the screen pop, CTI and automated activity logging the agent experience depends on.

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How many systems does your agent switch between to serve one customer? Let's find out.
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