Technology Record - Issue 30: Autumn 2023

111 IN FOCUS: DYNAMICS 365 “LBMC Technology Solutions has an experienced team of technology evangelists, consultants and developers who bring a wealth of experience and resolve to every client relationship. New clients come to us with a wide range of Microsoft 365 obstacles and issues. With our large team of Microsoft Certified Professionals, we get to work to architect the best solution for every challenge. A few of the solutions we support are Dynamics 365 CRM, Dynamics 365 Business Central and Microsoft’s Power Platform.” “In today’s dynamic business landscape, where customer interactions are at the heart of success, Upland InGenius is a leading computer telephony integration solution that harnesses the power of Microsoft Dynamics 365 and phone systems to unlock full potential. We empower contact centres to elevate their performance by enhancing productivity, measuring agent excellence and pinpointing areas of improvement. With shorter wait times and personalised conversations, we’re driving higher customer satisfaction. Our solution empowers agents to effortlessly handle multiple channels, gain a comprehensive 360-degree view of customer interactions through advanced reporting and deliver unmatched personalised service and sales.” “We customise Microsoft Dynamics 365 CRM tools including Sales and Customer Service, to empower businesses to build stronger customer relationships, enhance operational efficiency and drive growth by providing a unified platform for customer data management. One of the key areas we focus on to achieve this is organising actionable and visible customer data in a way that end users can leverage to self-assess, proactively forecast and drive higher performance.” Samantha Middlebrook Senior Director Product Marketing and Management, Upland Software “We are helping our Microsoft Dynamics 365 customers adopt AI by using the Mazars SAFE AI framework as a starting point. SAFE stands for, and focuses on, secure, adoptable, factual and ethical best practices for AI adoption as well as the guardrails centred around each of these areas. Our objective is to get customers ready to implement AI using Microsoft’s roadmap that carves out a secure path using Microsoft Azure OpenAI and related cloud services. Our approach also helps customers determine the best use cases for generative AI and helps them prioritise and determine accordingly.” Brandon Gorton Customer Relationship Management Team Director, JourneyTEAM Ivan Cole Managing Director, Mazars Microsoft Practice Jason Barnes Customer Relationship Management Practice Manager, LBMC Technology Solutions Photo: Unsplash/Brooke Cagle Photo: Unsplash/Surface