San Francisco, CA, USA, Oct 1, 2018 -- Directly, an AI and gig economy platform for customer service, announced a new integration with Microsoft Dynamics 365 as part of Directly and Microsoft’s ongoing collaboration.
As part of the new integration, Directly will help Microsoft customers look beyond the traditional contact center model, using AI, the gig economy, and global networks of product experts to replace outsourced contact centers.
Directly started working with Microsoft in the fall of 2017, when Directly was used to empower Microsoft customers to help fellow customers with customer service, all from the comfort of their home, on a mobile device, and as their schedule allows. Microsoft also invested in Directly through M12 (formerly Microsoft Ventures) during Directly’s Series B funding round. With the new Dynamics 365 and Directly integration, Microsoft will share this customer service model with their enterprise customers through the App Source Marketplace, providing users with a simplified deployment experience and a gig economy dashboard that tracks key performance indicators such as customer satisfaction scores.
"As one of our investors and largest customers, we’re thrilled to be able to expand our collaboration with Microsoft to include Microsoft Dynamics 365," said Antony Brydon, Directly’s co-founder and CEO. "Directly saves companies from outsourcing, helps transition business operations to digital channels, and overall helps enterprises deliver better answers to customers in the moments that matter. By integrating with Dynamics 365, we’ll be able to further bring these benefits to the market."
Alysa Taylor, Corporate Vice President of Business Applications and Global Industry at Microsoft Corp., said, "Directly has helped Microsoft provide an excellent support experience to our users through a combination of AI and a community of experts, and with this new partnership, we are now enabling this same capability for our Dynamics 365 customers."
Posted by Veronica Silva Cusi, news correspondent
We believe the fundamental nature of work is changing from fixed to fluid, as AI and the gig economy transform how people and companies work in the next economy. We’re leading this shift with an enterprise platform that changes the way companies deliver customer service. Our platform helps companies like Airbnb, Autodesk, LinkedIn, Microsoft, SAP, and Samsung look beyond the traditional contact center and deliver better answers to customers in the moments that matter. We’re based in San Francisco and backed by top firms including M12, True Ventures, Costanoa Ventures, and Northgate.
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Wednesday, October 3, 2018
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.