Technology Record - Issue 31: Winter 2023

47 “The introduction of Microsoft Copilot in Microsoft Dynamics 365 has been a game-changer for customer service professionals across various industries. From streamlining tasks and surfacing the right information for work orders, to optimising scheduling and empowering technicians with the data they need, it enables employees to carry out tasks in a way that has an unprecedented impact on customer service. Copilot helps technicians transform into a proactive force by liberating them from mundane tasks, while unleashing a new scale of operational efficiencies and revolutionising service experience delivery. Infosys is leveraging Field Service Copilot to empower technicians with real-time data and insights along with predictive work order management and generative AI to not only achieve high first-time fix rates, but also to improve the quality of service requests.” “The evolution of cloud migration has transformed from an early archetype of rehosting servers and refactoring productivity workloads to enabling complex interoperability between cloud-native solutions. This progression toward reconfiguring and rebuilding seemed almost impossibly distant just a few years ago, but the power of the data it has unleashed has made it clear that this is the future of digital transformation. Synergy Technical was among the first to advocate for, and assist clients with, migrations to cloud-native identity and infrastructure, which helped many of our clients weather the pandemic with few, if any, configuration changes. We are spearheading the adoption and readiness for Copilot to find those complex data integrations and deliver insights to clients to help them prepare for whatever challenges come next.” “Elevating the employee experience extends beyond the walls of an organisation; it’s a strategic initiative that impacts the entire business ecosystem. Data from isolved’s Voice of the Workforce (2023-2024) report, which surveyed more than 1,100 full-time employees, found that 90 per cent of them say their experience as an employee directly impacts the experience they provide to customers. This underscores the importance of investing in the development and wellbeing of employees to create a motivated and engaged workforce. By fortifying the foundation of an organisation with data analytics and AI tools, companies can create a truly customer-centric business where employees are not only dedicated to their roles but also committed to providing an unparalleled customer experience.” Adrian Amos Sales Engineer and Solutions Architect Synergy Technical Lina Tonk Chief Experience Officer isolved Santosh Nori Go To Market and Marketing Lead Infosys