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  • PKO Leasing saves 550 hours each month with Dynamics 365 Contact Center . . .
    After a series of two-day training sessions with Netwise, the PKO Leasing team seamlessly transitioned to Dynamics 365 Customer Service for ticketing and case management as well as full contact center capabilities Managers soon gained enough confidence to independently tweak the IVR setup—like editing the messages callers hear when they dial in
  • Lenovo increases support agent productivity by 15% with Dynamics 365 . . .
    Making an easy decision Lenovo has thousands of sales network and other professional service staff already successfully using Microsoft Dynamics 365 Customer Service So it was an easy decision to equip the Premier Support services team with the same tools, including Dynamics 365 Contact Center and Dynamics 365 Customer Service, both with Copilot, to deliver an AI-powered chat service
  • VIVID provides a better customer experience with Dynamics 365
    Taking a “Microsoft first” approach “We knew we wanted to implement Dynamics 365 Customer Service,” states Fiona Harris “We did have a contact centre platform that we considered integrating with Dynamics 365 but, for us, it made more sense to go with a Microsoft first approach, with the Dynamics 365 Contact Centre services integrated with the rest of the Dynamics platform, Power
  • Dynamics 365 application modernization on Microsoft Azure
    Microsoft’s journey modernizing its own Dynamics 365 solutions offers several key insights in how to successfully and incrementally move a highly complex set of solutions from on-premises, bare-metal servers to the cloud The Dynamics 365 team’s continual focus on re-imagining the customer experience has empowered enterprises in many new ways, delivering an increasingly profound impact on
  • Globus reimagines the customer experience with Dynamics 365
    Dynamics 365 Customer Service and the simplified Dynamics 365 Contact Center offers modern capabilities to Globus family of brands customer service teams, like an omnichannel dashboard with a full view of customer account activity that’s fully integrated with Teams for easy collaboration with colleagues A central customer portal is also integrated with the omnichannel dashboard, making
  • AIA transforms customer service with Copilot in Dynamics 365 Customer . . .
    Adopting a smart policy of implementing Dynamics 365 and generative AI In 2020, AIA began a three-year transformation into a simpler, faster, and more connected organization As a part of that initiative, the team implemented Microsoft Dynamics 365 Customer Service in its contact centers, ultimately aiming to reshape customer experience
  • New Zealand’s Public Trust drives deeper customer connections and . . .
    New Zealand’s Public Trust, the country’s largest and longest-serving trustee organization, has provided trust and estate administration services to Kiwi families for more than 150 years Faced with an aging contact center solution and a limited view of its customers, the organization created a customer engagement hub based on Microsoft Dynamics 365 Contact Center, Dynamics 365 Customer
  • Toastmasters improves the member experience and enables growth with . . .
    With generative AI, it summarizes customer service interactions into the Dynamics 365 notes section “What a joy and delight that is,” Caldwell says Contact Center’s omnichannel view unifies calls, chats, emails, and the CRM platform all on one screen, leading to team efficiencies
  • Microsoft empowers support engineers to shine brighter with Dynamics . . .
    Microsoft operates one of the largest customer support teams in the world with tens of thousands of customer support engineers and more than 145 million contacts per year Prior to 2020, the team was using 16 different case management systems and over 500 individual tools This slowed down service, hindered collaboration between engineers, led to more redundant engagements, and produced
  • How Microsoft customer service and support agents become super agents . . .
    Dedicated to customer support Microsoft is a worldwide leader in technology with millions of customers—including itself The company’s customer service and support operation, one of the largest in the world, is also one of the largest users of Dynamics 365 Customer Service This gives Microsoft the unique opportunity to act as “customer zero,” using and improving the product for itself





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