{"id":2002,"date":"2025-06-24T14:03:08","date_gmt":"2025-06-24T12:03:08","guid":{"rendered":"https:\/\/techlance.ddns.net\/?p=2002"},"modified":"2025-06-24T14:04:02","modified_gmt":"2025-06-24T12:04:02","slug":"microsoft-on-esitellyt-proactive-engagement-ominaisuuden-dynamics-365-contact-center-alustalle","status":"publish","type":"post","link":"https:\/\/techlance.ddns.net\/en\/microsoft-on-esitellyt-proactive-engagement-ominaisuuden-dynamics-365-contact-center-alustalle\/","title":{"rendered":"Microsoft on esitellyt Proactive Engagement -ominaisuuden Dynamics 365 Contact Center -alustalle"},"content":{"rendered":"<p>Microsoft on esitellyt <strong>Proactive Engagement<\/strong> -ominaisuuden Dynamics 365 Contact Center -alustalle 10. kes\u00e4kuuta 2025. T\u00e4m\u00e4 uusi ominaisuus mahdollistaa yrityksille proaktiivisen vuorovaikutuksen asiakkaiden kanssa \u2013 eli yhteydenoton ennen kuin asiakas itse ottaa yhteytt\u00e4 <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/06\/10\/the-power-of-proactive-engagement-in-dynamics-365-contact-center\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">msdynamicsworld.com+4microsoft.com+4microsoft.com+4<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udd1d Mik\u00e4 on proaktiivinen sitouttaminen?<\/h2>\n\n\n\n<p>Perinteinen asiakaspalvelumalli on reaktiivinen: asiakas soittaa, kun jotain tapahtuu. Proaktiivinen sitouttaminen k\u00e4\u00e4nt\u00e4\u00e4 t\u00e4m\u00e4n toisin p\u00e4in: yritykset l\u00e4hestyv\u00e4t asiakasta <strong>omatunnollisesti oikeassa tilanteessa<\/strong> \u2013 esimerkiksi muistutuksella maksamattomasta laskusta, viiveest\u00e4 toimituksessa tai j\u00e4\u00e4hdytetyll\u00e4 follow-up -viestill\u00e4 keskeytyneen puhelun j\u00e4lkeen . Tavoitteena on ratkaista ongelmat ennen kuin ne eskaloituvat ja samalla vahvistaa asiakkuussuhdetta.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udde9 Miten se toimii?<\/h2>\n\n\n\n<p>Proaktiivisen sitouttamisen ydin koostuu kolmesta osasta:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Dynamics\u00a0365 Contact Center<\/strong><br>Koordinoi ja aikatauluttaa l\u00e4htev\u00e4t kontaktit sopivaan aikaan, sopivalle kanavalle \u2013 puhelu, SMS tai s\u00e4hk\u00f6posti <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/06\/10\/the-power-of-proactive-engagement-in-dynamics-365-contact-center\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">community.dynamics.com+15microsoft.com+15microsoft.com+15<\/a>.<\/li>\n\n\n\n<li><strong>Dynamics\u00a0365 Customer Insights \u2013 Journeys (CIJ)<\/strong><br>Mahdollistaa tapahtumapohjaisten polkujen luomisen, jotka k\u00e4ynnist\u00e4v\u00e4t automaattisesti toimenpiteit\u00e4 esimerkiksi maksuviiveiden, varausvahvistusten tai h\u00e4lytyksen ilmestyess\u00e4 verrattuna segmentoituihin asiakasryhmiin <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/06\/10\/the-power-of-proactive-engagement-in-dynamics-365-contact-center\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com+4microsoft.com+4microsoft.com+4<\/a>.<\/li>\n\n\n\n<li><strong>Copilot Studio<\/strong><br>\u00c4lykk\u00e4\u00e4t puheagentit (voice bots) hoitavat rutiiniteht\u00e4vi\u00e4, kuten muistutuksia, ja ohjaavat tarvittaessa asiakasagentille sujuvan siirtym\u00e4n avulla .<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udcde Dial-tilat \u2013 viestint\u00e4 tilanteen mukaan<\/h2>\n\n\n\n<p>Proaktiivinen engagement tarjoaa kolme dial-tilaa eri tilanteisiin:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Copilot dial<\/strong>: T\u00e4ysin automatisoitu puheyhteys Copilot-agentin kanssa, joka hoitaa keskustelun alusta loppuun ja ohjaa agentin mukaan vain tarvittaessa.<\/li>\n\n\n\n<li><strong>Preview dial<\/strong>: Asiakaspalvelija havaitsee asiakkaan kontekstin ennakkoon ja voi soittaa henkil\u00f6kohtaisesti, tuoden mukaan asiakastiedot.<\/li>\n\n\n\n<li><strong>Progressive dial<\/strong>: J\u00e4rjestelm\u00e4 yhdist\u00e4\u00e4 ensin Copilot-varmistuksen ja liitt\u00e4\u00e4 asiakaspalvelijan mukaan, kun asiakas vastaa. N\u00e4in saavutetaan sek\u00e4 tehokkuus ett\u00e4 inhimillinen ote <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/06\/10\/the-power-of-proactive-engagement-in-dynamics-365-contact-center\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com+2microsoft.com+2mydigest.365.training+2<\/a>.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udca1 K\u00e4ytt\u00f6tapaukset arjessa<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Luottoyritys<\/strong>: L\u00e4hett\u00e4\u00e4 muistutuksen l\u00e4hestyv\u00e4st\u00e4 laskusta ennen maksuviivett\u00e4.<\/li>\n\n\n\n<li><strong>Logistiikka<\/strong>: Informoi asiakasta toimitusviiveest\u00e4 ja tarjoaa ennakkoratkaisun.<\/li>\n\n\n\n<li><strong>Vakuutusyhti\u00f6<\/strong>: Soittaa heti, jos yhteys katkesi kesken palveluprosessin.<\/li>\n\n\n\n<li><strong>Lentoyhti\u00f6<\/strong>: Ilmoittaa lennon peruuntumisesta ja tarjoaa uudelleenkirjatuksen puheavusteisesti \u2013 kaikki samassa vuorovaikutuksessa .<\/li>\n<\/ul>\n\n\n\n<p>Tavoitteena on v\u00e4hent\u00e4\u00e4 sis\u00e4\u00e4ntulevien pyynt\u00f6jen m\u00e4\u00e4r\u00e4\u00e4, alentaa tukikustannuksia ja saada aikaan yksil\u00f6llinen, ennakoiva asiakaspalvelukokemus .<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\ude80 Mit\u00e4 on tulossa seuraavaksi?<\/h2>\n\n\n\n<p>Microsoft jatkaa aktiivisesti proaktiivisuuden kehitt\u00e4mist\u00e4 ja on roadmapilla mm.:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Predictive dialing<\/strong> \u2013 ennustava puheluiden ajoittaminen isompiin kampanjoihin<\/li>\n\n\n\n<li>S\u00e4\u00e4ntelyn vaatimusten tuet (TCPA, OFCOM)<\/li>\n\n\n\n<li>Automaattinen post-call -tulosten hallinta (vastaaja, uusi soitto)<\/li>\n\n\n\n<li>Conversational SMS ja WhatsApp -integraatiot <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/06\/10\/the-power-of-proactive-engagement-in-dynamics-365-contact-center\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com<\/a><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\u2705 Kumpi kannattaa?<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Yrityksille<\/strong>, jotka haluavat siirty\u00e4 proaktiiviseen palveluun<\/li>\n\n\n\n<li><strong>Asiakaskeskeisille organisaatioille<\/strong>, jotka haluavat ennakoida ja ratkaista ongelmat ajoissa<\/li>\n\n\n\n<li><strong>Tukea ja markkinointia ihmisl\u00e4heisesti<\/strong> yhdist\u00e4ville yrityksille<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\u2728 Yhteenveto<\/h2>\n\n\n\n<p>Dynamics\u202f365 Contact Centerin <strong>Proactive Engagement<\/strong> muuttaa asiakaspalvelun luonnetta. Se siirt\u00e4\u00e4 painopistett\u00e4 reaktiosta ennakointiin, lis\u00e4ten asiakastyytyv\u00e4isyytt\u00e4, tehokkuutta ja br\u00e4ndiuskollisuutta. Ty\u00f6kalu tehostaa toimintaa, alentaa kustannuksia ja rakentaa luottamusta jokaisessa vuorovaikutuksessa \u2013 juuri silloin kun asiakas ei viel\u00e4 osaa pyyt\u00e4\u00e4k\u00e4\u00e4n.<\/p>\n\n\n\n<p>Jos haluat kokeilla t\u00e4t\u00e4 ennakoivaa asiakaspalvelua omassa organisaatiossasi, autamme mielell\u00e4mme teid\u00e4t alkuun!<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-techlance wp-block-embed-techlance\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"J1hSDSbnNk\"><a href=\"https:\/\/techlance.ddns.net\/en\/microsoft-dynamics-365\/\">Microsoft Dynamics 365<\/a><\/blockquote><iframe class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; visibility: hidden;\" title=\"&#8221;Microsoft Dynamics 365&#8221; &#8212; Techlance\" src=\"https:\/\/techlance.ddns.net\/microsoft-dynamics-365\/embed\/#?secret=wTYPvdAdwh#?secret=J1hSDSbnNk\" data-secret=\"J1hSDSbnNk\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>","protected":false},"excerpt":{"rendered":"<p>Microsoft on esitellyt Proactive Engagement -ominaisuuden Dynamics 365 Contact Center -alustalle 10. kes\u00e4kuuta 2025. T\u00e4m\u00e4 uusi ominaisuus mahdollistaa yrityksille proaktiivisen [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[24,18,20,32],"tags":[26,17,25,13],"class_list":["post-2002","post","type-post","status-publish","format-standard","hentry","category-keinoaly","category-d365","category-powerplatform","category-tekoaly","tag-copilot","tag-d365","tag-ai","tag-powerplatform"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts\/2002","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/comments?post=2002"}],"version-history":[{"count":0,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/posts\/2002\/revisions"}],"wp:attachment":[{"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/media?parent=2002"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/categories?post=2002"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techlance.ddns.net\/en\/wp-json\/wp\/v2\/tags?post=2002"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}