Financial Services

Call Centre Solution for Microsoft Dynamics 365

How much time is wasted in your call centre? Start saving time with the 360-degree view of the customer and the organisation provided thanks to AlfaPeople’s call centre solution for Financial Services, powered by Microsoft Dynamics 365.

Microsoft Dynamics 365 Solution for Financial Service Call Centres

AlfaPeople provides a platform for Financial Service organisations to service the ‘new’ client. Customer service has become a market differentiator and the new client expects 24/7 real time access to data and service. AlfaPeople’s Dynamics 365 solution for Financial Services enables an immediate 360 degree view of the client and behaviour. It provides the tools to organise and personalise customer experiences to increase loyalty and customer retention whilst offering a consistent experience across channels. We have listened to our Financial Services clients and built a solution that helps save money, attract and retain customers and help better manage risk.

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AlfaPeople’s Customer Engagement Solution for Financial Service Call Centres brings technology designed to enhance efficiency as well as the customer experience across all areas of the enterprise.

Based on the Microsoft Dynamics 365 platform and leveraging the Cloud, this solution can be customised according to the needs of the enterprise and their customer’s touchpoints.

In partnership with Microsoft Dynamics 365, AlfaPeople’s call centre technology will:

  • Allow you to cut qualification time.
  • Enable immediate Experian Approval saving days of time
  • Lower the cost to serve and enable focus on those you can help.
  • Instruct chosen legal team immediately and autonomously with regular feedback to your client.
  • Create efficiencies and automations saving time and man days.
  • Constantly alert staff through the process, highlighting issues or delays.

Industry Clients

Key Retirement
Evo Payments
Swiss Bankers

Solution: Key Features & Benefits

Call Centre Solution Diagram


Potential clients want relevant, timely and personalised engagement. With the over-arching view of the customer available in Dynamics, email and event marketing add-ins can be used to create targeted campaigns, design email content, process leads, and analyse trends and patterns. If customers want immediate information, chat bots with omni-channel engagement and AI, can enable the ability to self-serve if desired.

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Dynamics 365 captures the leads from websites, social media integrations and input from telesales. Immediate dedupe rules will highlight whether the organisation has information on the enquiry already. Screen popping current information from the system, leads coming in from your website can also sync with call-back integrations to schedule calls according to priority. Once progressed through the lead qualification process, enabled via call scripting for call centre agents, the opportunity is generated and assigned to the relevant geographical location for development.

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Field Service

A Diary Booking System using the Dynamics service calendar and scheduling engine functionality for direct (telephone) and field advisors, helps to give visibility of appointments to all users. Bing Maps integrates natively to provide mapping functionality and help users to choose the nearest salesperson to a customer and the best route between postcodes. The mobile application enables Field Agents to conduct the Equity Release Questionnaire electronically at customers homes. AlfaPeople can further integrate with third party scheduling, route optimisation, field service and mobile workforce management systems as required.

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Customer ID

Through a custom integration by AlfaPeople, as part of the inbuilt Dynamics 365 opportunity process, users instruct the platform to perform credit score checks on potential customers. Various categories of credit score trigger activities within the system process.

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Document Management

Enabling Financial Service organisations to ‘know your client’ better, the document management process is built into the automated opportunity process, with integrations to broker systems, legal systems and finance systems, enables compliance and lowers risk across the entire process. The Dynamics 365 platform empowers seamless document storage in SharePoint, where stored files can be associated with relevant ‘Entities’ throughout the process.

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Customer Service

Inbound and outbound Computer Telephony Integration (CTI) enhances agents’ ability to manage customer service requests quickly. Having a history available and a clear view of an entire transaction process, clearly differentiates the customer experience. Opportunity process gates allow agents to see exactly where an enquiry has progressed to or stalled.

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Excel reports provide a rich reporting experience and dashboards allow effective drill down on data. Dashboards offer real-time, user friendly insight to activities on Dynamics.

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